Emma Liu Email & Phone Number

Beijing, China

中国 上海市

Dalian, Liaoning, China

Collaborated globally to– Resolve complex technical issues and manage customer escalations.– Manage daily escalations from Customers and the Sales team.– Reduce escalations through root cause analysis, escalation post-mortem and targeted training.• Training:– Prepare teams for new tech like (DXP Cloud, Docker) through training.– Design and deliver new hire onboarding training• Implemented KCS as regional coach, improving knowledge sharing.• Co-designed Intelligent Swarming, increasing customer satisfaction.

Dalian, Liaoning, China

Dalian, Liaoning, China

Dalian, Liaoning, China

• Global Teamwork | Collaborated with global Customer Support Engineers (ASEAN, Australia, India, US,Hungary) to triage, diagnose, investigate, and escalate complex technical issues.• Replicated Issues | Established diverse Java environments to replicate customer issues.• Exceptional Service | Delivered exceptional customer service in English via ticketing system, building positive relationships.• Seamless Collaboration | Facilitated issue resolution by coordinating with internal and product teams.• Documented Expertise | Developed maintained accurate internal and public product documentation.• Championed Patch Quality | Analyzed test cases to ensure patch quality as Support QA engineer.• Trained Juniors | Designed delivered impactful training programs for junior Support engineers.

Dalian, Liaoning, China