Celia Cao Email and Phone Number

- Answer questions and settle complaints regarding products,online orders, after sales service etc. and record spontaneously in Salesforce system- communicate with customers through diverse channels.E.g. Phone calls, emails, online chats, Tmall, social media(wechat and weibo). - solve complaints and follow up cases by liaising with retail,operation and other departments- answer products related queries, repair and return related policies etc.- drive sales during the contacts with customer when suitable

Promoted to Customer Service Supervisor and assigned to new site to lead team of three customer service assistants (CSA). • Lead team of CSA in managing class efficiency and customer experience; •partner with operations, sales, and marketing leaders to ensure CSA service delivery contributes to and meets site goals; •attain and report key performance indicators for CSA team; •train and coach CSAs; •design CSA assignments to meet professional/career development needs; •write and deliver performance reviews; •recruit CSA candidates; •coordinate lead generation/management for sales team; •coordinate, capture, and maintain internal sales and operational reporting systems – including the client management systems; •manage inventory of office supplies and sales materials; •schedule and manage workshops, seminars, meetings, and staffing for site;•Lead the team to hit service KPIs by managing the class efficiency and following up clients fidelity plan(CFP)

Giving customers outstanding customer service by proving an English-speaking environment; inputting data in CRM( client relationship management) system, CallClient and relevant clients database; booking classes for students; helping to organize the Marketing lectures, carnivals or other leads-generating events; coordinating with all sales activities; doing follow-up of students study progress; assisting foreign teachers for all classes reports; updating Electronic Booking Board and general notice board; Ensuring an accurate record for ERP ( Enterprise Resource Planning) system; Playing specific roles such as stock controller, IT backup , Joint Promotion coordinator etc.

Answered 3,000+ consumer phone calls from the United States, Canada, Mexico and other English-speaking countries. Solved above-ground pool and accessories problems, answered product inquiries, processed warranty claims, and handled telephone orders for pool products. Improved communications and gained deep knowledge about American culture and regional consumer behavior patterns. Voted Most Improved Agent.Intex Group is a China-based multinational manufacturer and distributor of PVC vinyl above-ground pools, air beds, and inflatable boats and pool side toys.