At Bluetti Energy, I lead end-to-end customer experience operations for residential and commercial renewable energy solutions, from pre-sales consultation to post-installation support. I improved First Contact Resolution by 25% and reduced customer complaints by 30% through root-cause analysis, follow-up programs, customer education, and process improvements.
Previously at Jae Consulting, I managed omnichannel customer support, high-priority escalations, knowledge-base content, and team coaching. My work increased Customer Satisfaction by 28% and reduced ticket backlog by 40%.
At Emeralds Microfinance Bank, I managed retail and SME customer relationships, onboarding, banking-product adoption, and service requests. I contributed to a 20% increase in cross-selling success and reduced complaints by 25% through proactive communication and service improvements.
Across more than six years in customer support, customer success, and customer experience, I use CRM, customer feedback, KPI reporting, and customer journey insights to build loyalty and improve service quality.
