▪ Promoted within a six-month period to Senior Lead in recognition for strong customer service skills▪ Liaison between Operations, Customer Experience, Product, and Engineering teams▪ Implemented a proactive strategy to keep processing time low and shortened the customer wait time▪ Communicate account and technical issues with external stakeholders and escalate when necessary

▪ Trained new shipping coordinators, including managing and updating the shipping guidelines accordingly ▪ Demonstrated exceptional time management skills by prioritizing tasks and meeting deadlines▪ Implemented a cross reference strategy for wrong orders sent out which increased both CSAT and NPS

▪ Managed, organized, and coordinated the shipment of packages using alternative shipping couriers▪ Problem solved shipping issues and communicated with management as issues arise▪ Emailed and followed up with customers in regards to order issues and refunds

▪ Assisted in the fulfillment assembly line▪ Prepared and packed e-commerce and purchase orders in a timely manner

▪ Developed staff by providing on-going coaching in a fast-paced environment▪ Performed professional customer service by maintaining knowledge of the store inventory and sales activities▪ Ensured that any complaints are managed in a positive manner and ensured recurring business by providing solutions

▪ Exhibited leadership skills by organizing meetings with all the zoo interns to keep everyone informed about the upcoming events▪ Helped zookeepers with daily maintenance of habitats, behaviour training, diet preparation, record-keeping, and medical procedures of diverse collection of animals ▪ Shadowed veterinarians to observe veterinary procedures and dissections▪ Assisted nutritionists with food distribution of each area of the zoo and the making of specific diet for pandas and monkeys▪ Attended the Sunda Pangolin Conservation Planning Workshop as a representative of Taipei Zoo in Singapore