y
yuruixin_wang

Lea W

@yuruixin_wang

Helpdesk Setup, EC Customer Support

Chine
Anglais, Chinois
Certaines informations sont présentées en anglais.
À propos de moi
I help e-commerce and online brands get helpdesk support that actually runs day to day. I set up and tidy Zendesk (routing, views, forms, macros, triggers, SLAs) so tickets land in the right place. I also handle multi-channel customer support—email, chat, and social DMs—in English and Chinese, with clear updates and follow-through on orders and common issues. Background: CX Ops / Zendesk admin work for customer-facing teams. Comfortable with FAQ/SOP building, light automation, and making repeat questions faster to answer.... Plus d’infos

Compétences

y
yuruixin_wang
Lea W
hors ligne • 
Temps de réponse moyen de 395 heures

Voir mes services

Planification et mise en place
I will set up your zendesk admin center, ai agent, and help center
De50 $US / projetPlus de détails

Portfolio

Expérience professionnelle

Apeman

Customer Service Supervisor (CX & Support Operations)

Apeman • Temps plein

May 2025 - Jul 2026 • 1 yr 2 mos

• Designed, deployed, and optimized Zendesk AI Agents for camera and app support, automating tier-1 troubleshooting and reducing routine ticket volume. • Built and maintain Walmart email automation in Zendesk AI Agent, integrating ERP data via API to deliver order-specific automated responses (~3,000–3,500 conversations/month, 89% understood-conversation rate). • Built and maintain Amazon email automation in Zendesk AI Agent, implementing intent classification, ticket tagging, and inquiry-based routing (e.g., cancellations, address changes, shipping status) across ~5,000 conversations/month. • Administer multi-brand Zendesk environments, managing workflows, automations, triggers, SLAs, and redesigning the ticket taxonomy into 23 top-level categories. • Developed and maintain two product knowledge bases; redesigned the QA scorecard in Zendesk QA and conduct weekly quality reviews of ~120 conversations/month.

Mico

Customer Support Specialist

Mico • Temps plein

Jun 2022 - Apr 2024 • 1 yr 10 mos

• Handled international customer inquiries via live chat and ticketing in English and multiple languages, maintaining resolution time under 24 hours (down from 72h) and CSAT of 93% • Served as tier-2 escalation handler for South Asian support teams, resolving complex cases and ensuring cross-regional service consistency • Produced monthly VOC reports analyzing ticket tag distribution and month-over-month trends; drafted SOPs for frontline agents in response to product updates and campaign changes