Ping Lau (劉婉萍) Email & Phone Number

Remote

Remote

Remote

+ Manage all post-sale activities+ Current churn rate of 2.02%+ Switched team over from Snagit to Loom for video/tutorial recording purposes to personalize the customer experience+ Work closely with the Sales, Marketing, and Product team to build, promote, and execute upgrade and expansion plans for existing customers+ Implemented the "Customer Love" program to establish customer loyalty and to show customer appreciation and let customers know how awesome they are+ Lead meetings with Sales and Customer Success/Support team on how to troubleshoot and resolve our software's integration features+ Monitor and identify trends and patterns in software implementation and adoption and provide guidance to customers as part of their semi-annual Success Review

Pittsburgh, Pennsylvania

+ Established and maintained a strong trusted advisor relationship that works to ensure customer’s overall satisfaction with our software for 1000+ accounts+ Proposed and implemented the switch from GoToWebinar to Zoom webinar to save the company money and reduce the number of apps we use+ Revised the Customer Success handbook and playbook on the ideas/concepts, protocols, escalation procedures, account training process, and "Dos and Don'ts" of Customer Success to standardize the employee onboarding process+ Onboarded and trained new employees in the Customer Success/Support department + Updated and maintained our software's Knowledge Base and training manual which increased our customer satisfaction rating in Intercom and reduced our median time to close a chat from 30 minutes to less than 5 minutes+ Standardized and enhanced the customer journey/onboarding process which reduced the time it takes the customers to set up their account from 3 months to 3 weeks+ Hosted weekly training webinars for thousands of customers to provide tips and best practices on how to get the most value out of the software+ Project management

Pittsburgh, Pennsylvania

+ Supported over 3000 customers via live chat, email, and phone + Resolved customers’ complaints by identifying problems and taking appropriate corrective action+ Revised the Customer Support manual on the protocols, escalation procedures, and "Dos and Don'ts" of customer service+ Helped implement the Intercom customer messaging system which streamlined customer feedback, FAQs, and bug reporting process and reduced response time to under 10 min on average+ Helped in writing a booklet on appropriate responses to customers’ questions+ Created and submitted bug reports + Used GoToWebinar to host training sessions for our customers+ Frequently set up and updated training materials for new employees and customers

Remote

+ Partnered with the Client Experience Team and other Stylists to resolve issues on behalf of our clients and ensure exceptional customer service+ Acted as a liaison between clients and company to improve inventory and service+ Provided feedback regarding the online styling platform, company software, assortment of inventory, and common client requests+ Personally styled hundreds of clients each month using an online styling platform+ Attended conferences for inventory exploration+ Team member of the Stitch Fix Stylist community+ Selected items from daily updated inventory for clients+ Wrote genuine, thoughtful, and personalized notes to clients+ Inspired our clients to look, feel, and be their best selves + Built personal long-lasting relationships with clients+ Kept current with fashion style and trends

Pittsburgh, Pennsylvania

+ Promoted to Assistant Manager within 1 year of employment+ Managed updates and promotions using Facebook and Twitter to engage community users and increase followship+ Provided merchandising and administrative support+ Ensured that all customers receive excellent service through the understanding of their wants and needs, exceptional salesmanship (in person and over the phone), and extensive product knowledge+ Kept current with industry style and fashion trends+ Submitted timely and accurate reports related stock arrivals and store supplies+ Improved store efficiency and customer service by overhauling previously haphazard filing and inventory system+ Maintained and organized accounts of sales order, purchase orders, cash transactions, and customer details using QuickBooks with exceptional detail+ Established and maintained strong relationships with customers and multiple vendors of the industry+ Followed up with vendors to ensure swift and timely deliveries of products

Remote

+ Assisted with client acquisitions and retention+ Assisted with developing proposals and presentations to present to prospective clients + Tracked all communications with prospects + Reached out to and visited small business owners within the city and across the country to promote firm presence and generate leads+ Coordinated with management and other specialists to implement new and improved sales strategies+ Project management+ Online filing through cloud service

Pittsburgh, Pennsylvania

+ Promoted to Shift Leader within 1 year of employment+ Trained at least 15 incoming employees on productivity and delivering outstanding customer service to increase sales and obtain positive customer feedback + Thrived within a busy environment, responding to at least 20 customers consecutively with enthusiasm, friendliness, and professionalism while maintaining a clean and neat workspace+ Properly handled cash and deposits during opening and closing of the store+ Readily provided suggestions and assistance to individual customers

Pittsburgh, Pa

+ Found and formatted information from in-studio performances for on-air use to appeal to a critical mass of listeners + Edited, prepared, and produced Weekday Mix shows for on-air purposes using Adobe Audition and Digital Audio Delivery System (ENCO)+ Maintained music databases for Mix tape features from live in-studio performances+ Assisted with the creation and production of promotional spots and special programming events+ Aided in administrative tasks and station events on- and off-site

Pittsburgh, Pennsylvania

+ This senior project was sponsored by Shell Oil to promote awareness and stimulate informed conversation for the Rational Middle Energy Series to develop sustainable solutions towards global energy challenges + Successfully raised awareness and increased target market impressions from 3% to 19% for the product using $3500 out of $5000 received for the budget+ Planned and executed campaign activities, such as an impromptu pop-up event, lectures, and panel discussions with 300+ people in attendance exceeding our initial goal of 150+ Created a marketing campaign using traditional and new media to increase impression and viewership for the Rational Middle Energy Series

Pittsburgh, Pennsylvania

+ Demonstrated ability to quickly learn the organizational aspects, workflows, policies, and procedures of the department which provided exceptional support to faculties and staffs + Reorganized the filing system to maximize efficiency for the office + Cultivated rapport and smooth communication with individuals coming in and out of the office+ Created layouts for letter invitations, flyers, and brochures for community posting and distribution purposes+ Actively assisted in organizing events, arranging caterers, answering and directing phone calls, filing, data entry, campus deliveries, mail distribution, and special projects

Pittsburgh, Pennsylvania

+ Composed a research article for publication in the issue of Singapore Journal of Tropical Geography in collaboration with my professor+ Effectively applied classroom knowledge to real-world experience in gathering and assessing information for article and neighborhood research+ Demonstrated excellent analytical and observation skills in assisting in the research and data collection for the Lawrenceville neighborhood gentrification analysis + Gathered and organized data from research for easy and convenient access+ Presented professional insights and ideas based on the critical assessment of neighborhood analysis

Philadelphia, Pennsylvania

+ Achieved sales goals by employing excellent communication skills and aggressive sales tactics + Consistently sought new fashion and product knowledge to act as an expert for the customer+ Performed daily maintenance and organizational tasks within the store which enhanced customer shopping experience and department’s appearance+ Provided exceptional customer service by assisting in consumer decisions

Pittsburgh, Pennsylvania

+ Successfully organized events, booked rooms for lectures and meetings, arranged caterers, and scheduled meetings for staffs, professors, and students+ Efficiently carried out administrative and clerical duties with attention and energy

Bachelor Of Arts (B.A.), Communications And Urban Studies

Public Relations, Advertising, And Applied Communication

International And Intercultural Communication

International/Global Studies