Huiwen C. Email & Phone Number

Orlando, FL, US

Lake Mary, Florida, United States

• Act as a subject matter expert (SME) in handling Executive Office complaints, regulatory complaints and other written inquiries and/or ad-hoc independent requests such as litigation inquiries and written complaints.
• Collaborate with Legal, Compliance, Fraud, AML, KYC/EDD and other departments to provide timely response to internal and external requests/inquiries.
• Provide coaching, teaching, development and leadership to agents and managers.
• Review and analyze inquiries and complaints that require special handling and present recommendations for resolving escalated inquiries and complaints.

Lake Mary, Florida, United States

• Acted as a subject matter expert (SME) in handling Executive Office complaints, regulatory complaints and other written inquiries and/or ad-hoc independent requests such as litigation inquiries and writtencomplaints.
• Collaborated with Legal, Compliance, Fraud, AML, KYC/EDD and other departments in order to provide timely response to internal and external requests/inquiries.
• Provided coaching, teaching, development and leadership to agents and managers.
• Reviewed and analyzed inquiries and complaints that require special handling and presented recommendations for resolving escalated inquiries and complaints.

Lake Mary, Florida, United States

• Assisted customers with a range of needs from simplistic to complex inquiries by phone, email and chat. Various topics included: equities trading, margin, and options trading-related issues.
• Acted as the voice of the customer and drove improvement by identifying better ways to serve customers and ensured requests are executed or questions resolved.
• Provided resources to educate and empower customers to make sound financial decisions using the self-directing platform.

Lake Mary, Florida, United States

• Responded to customers inquiries in a timely manner and educated them on the Robinhood’s products across via phone, email and chat. Various topics included: crypto trading, account maintenance, safety and privacy and.

Tampa, Florida, United States

• Completed operational processes by following documented procedures and job aides, made suggestions on improving process and efficiency.
• Processed specialized workflows, resolved exceptions, assisted with complex inquiries. Ensured results met in line with procedures, metrics, and benchmarks, while adhering to critical timeframes.
• Built Knowledge of department controls. Aligned risk and control processes into day-to-day responsibilities to monitor and mitigate risk.
• Maintained a focus on client service, including responding to inquiries timely and accurately, resolving issues promptly.
• Built and maintained strong relationships with internal and external partners to facilitate issue resolution, operational improvements, and risk reduction.

Orlando, Florida, United States

• Supervised daily operations and ensured effective management of all resources to meet department goals, including service level, average handle time, telephone call statistics.
• Administered coaching for international inbound team members to meet KPI, including product knowledge, customer service experience, and personal development.
• Acted as a point of contact to resolve escalated issues and complaints with significant organizational impact and determined appropriate course of action. Conducted investigative steps to fully identify the issues.

Orlando, Florida Area

• Worked with various Producers and Commentators to manage end-to-end localization broadcast related to all aspects of tournament production. Oversaw the process of assembling elements including videos, sounds, graphics.
• Acted as the “go-to” person on assigned localization projects. Streamlined processes from beginning to end and improve operational efficiency.
• Worked with Facilities to manage schedules for Tournament Localization team members, track approvals and call out potential schedule conflicts.
• Tracked and maintained various databases including status reports, player stats, golfer results, airtimes and other tournament-related documents.
• Conducted preparation prior to each tournament. Assisted Commentators and reach out Tour Officials with any questions, concerns and requests.

Orlando, Florida Area

• Acted as the liaison and collaborate cross-functionally with internal and external teams to troubleshoot issues and provide timely delivery of assigned projects.
• Oversaw major events including the Master’s, US Open, PGA Championship, Open Championship, the Player’s Championship, Ryder Cup, President’s Cup, UL International Crown and Women’s British Open.

• Provided technical support for Amazon customers in Japanese regarding digital devices and other technical products via phone, chat, and email.
• Assisted with customer’s needs, delivered timely results, accurate information, personalized solutions to support all customers.

Tokyo, Japan

• Published and delivered JALAN magazine. Wrote 150+ pages of stories within travel, sports, lifestyle and entertainment landscapes in the Greater Tokyo Area.
• Planned monthly issues and worked across variety of vendors including editors, writers, designers and photographers.
• Improved sales for the August 2010 edition by utilizing data-driven insights and collaborating with Digital Promo teams to provide creative solutions.

Tokyo, Japan

• Oversaw research and trend analysis on potential clients and competitors. Created unique marketing concepts for a diverse customer base. Improved customer satisfaction by resolving issues quickly.
• Increased online users 20% by conducting sales pitches for over 300 clients in under six months and providing internal advertising solutions within the established time-frame and budget.

Master Of Science - Ms, Sports Business

School of Professional Studies, Preston Robert Tisch Institute for Global Sport • Master of Science in Sports Business, Global Sports.

Bachelor Of Arts - Ba, English Language And Literature, General

• Bachelor of Arts in English Studies • Related coursework: Linguistics, Literature & Creative Writing