Kenneth yu

Jobs 0% verified

A

Ecommerce Support (Project Based)

Answer 800

Feb 2025 - Mar 2025 (2 months)

Managed 50+ daily calls resolving product, billing, and order issues via Shopify. Exceeded performance KPIs in FCR and AHT; achieved 97% CSAT. Collaborated with QA and team leads to improve ticket quality and reduce repeat contacts. Trained new team members, enhancing overall team performance.
E-commerce Email Support

NABIS

Sep 2024 - Nov 2024 (3 months)

Responded to 100+ weekly Zendesk tickets from logistics partners, maintaining 24-hour SLA. Improved partner satisfaction by proactively resolving delivery delays and documentation issues. Ensured accurate data entry across internal logistics platforms and reports.
T

Customer Service Representative

TTEC (DoorDash)

Feb 2024 - Aug 2024 (7 months)

Provided real-time phone/chat support with 95%+ CSAT handling refunds, order issues, and escalations. Streamlined support workflow by flagging repeated issues to QA team, reducing volume by 12%. Maintained productivity metrics across dual-channel coverage.
E

Customer Service Representative

Eperformax (Domino's USA)

Nov 2022 - May 2023 (7 months)

Handled 100+ phone orders per shift, cross-selling combos and increasing average order value. Maintained 98% customer satisfaction through accurate and friendly service. Trained 3 new hires on call handling and upselling techniques.
T

Customer Service Representative

Teleperformance (Expedia)

Nov 2019 - Sep 2022 (2 years 11 months)

Handled phone/email support for flight, hotel, and car bookings, maintaining FCR targets. Boosted customer retention by resolving complaints and securing repeat business. Earned multiple commendations for high quality assurance scores.

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