Ken Chu

Jobs 0% verified

Customer Support Specialist, TeamLead

PitchBook Data

Nov 2023 - Nov 2024 (1 year 1 month)

• Acted as primary escalation point for a 100+ member team, resolving 20 complex issues daily across platform navigation and workflow execution using Salesforce case, chat, and call tracking; • Developed and optimized internal support enablement assets, including workflow FAQs, SOPs, and escalation protocols, to streamline onboarding and drive operational consistency; • Trained multiple team members on key workflows such as including platform searches, chat/email procedures, client training calls, and Excel formula conversion; • Provided on-site leadership for 3 team members, ensuring workflow execution and performance continuity; • Managed real-time support queue distribution through Salesforce; ensured 97%+ SLA compliance across 70+
Customer Support Specialist, Tier 1

PitchBook Data

Jul 2022 - Nov 2023 (1 year 5 months)

• Responded to average of 70 clients a day via, email, and phone and achieved contact volume and quality goals measured quarterly; • Communicated effectively, both written and verbally to ensure smooth resolution of customer issues; • Operated continuously to document the details of each interaction in Salesforce to easily research customer issues and to inform product improvements; • Partnered with global teams to ensure continuous support availability during required business hours.
Cash Wrap Supervisor

Uniqlo

Aug 2015 - Aug 2021 (6 years 1 month)

• Recorded daily sales within sales report to compare with budgeted sales and updated sales agenda for the following day; • Ensured new company policies were abided by internal team members through proper communication and coaching; • Implemented cashier shortcuts for complex transactions resulting in a 50% decrease of customer processing times.

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