Customer experience
I've been on
the front line.
Three roles. Two languages. One goal — make the customer feel heard.
Work history
- Served as the point of contact for both individual and business clients at a forex trading platform
- Managed two Zendesk accounts (admin and agent) — designed macro response trees to streamline support workflows
- Extracted and packaged client trade data using vlookup for reporting purposes
- Investigated cases where customers rated their experience as negative — categorized root causes and identified patterns across complaint types
- Made outbound calls to dissatisfied customers when recovery was still possible
- Built and maintained spreadsheet reports using vlookup, query, and formulas to surface CX insights
- Handled inbound calls for refunds, replacements, billing disputes, and tax invoice requests — resolving each case while writing call logs under tight turnaround time
- Coordinated with shipping partners across Southeast Asia, Australia, and New Zealand as order admin
- Produced full tax documentation and made outbound calls to customers when needed