Open to opportunities

Chengjiao Huang

@chengjiaohuang

Message

High-touch operation manager with expertise in incident management.

China

Message

What I'm looking for

I am looking for a role that values responsibility and offers opportunities for growth and learning.

I am a dedicated professional with extensive experience in high-touch operations and incident management. Currently, I serve as a High-touch Operation Manager at Cisco Systems, where I coordinate escalation processes and support early resolution of critical incidents. My role involves regular business reviews and risk analysis, ensuring our clients are well-informed and supported during challenging situations.

Previously, I worked as a Planned Work Advisor at COLT Technology Services, where I was responsible for bilingual customer interactions and project planning. My contributions to major projects, including RPA automation and database migration, have significantly improved operational processes. My journey began as a helpdesk agent, where I honed my technical support skills and achieved top-level KPIs.

Experience

Work history, roles, and key accomplishments

シス

Current

High-touch operation manager

Current

シスコシステムズ合同会社

Sep 2022 - Present (2 years 10 months)

Managed escalations and incident management, serving as the primary escalation point during critical outages. Coordinated with relevant departments for swift resolution and provided regular updates to customers.

Incident Management Escalation Management Risk Analysis Team Coordination Problem Solving Stakeholder Management

Planned Work Advisor

COLTテクノロジーサービス

Feb 2021 - Sep 2022 (1 year 7 months)

Provided bilingual support to customers, acted as an escalation point within the team, and managed VIP clients. Collaborated with partners to develop rational work plans from the customer's perspective.

Customer Service Project Management Process Improvement Team Collaboration Escalation Management

日本

International Exchange Coordinator

日本福井県

Mar 2021 - Apr 2021 (1 month)

Participated in the JET program as an international exchange coordinator, facilitating cultural exchange and language education for one year.

Cultural Exchange Community Engagement Public Speaking

Helpdesk Agent L1 & L2

ARTECH株式会社

Sep 2020 - Feb 2021 (5 months)

Provided technical support to over 6000 end-users via phone, chat, and email, achieving a high resolution rate. Managed hardware and software support and followed up on escalated cases.

Technical Support Customer Service Hardware Support Software Account Management Escalation Management

ハ桜

Japanese Language Teacher

ハルビン理工大学, 桜日本語学校

Jan 2020 - Sep 2020 (8 months)

Taught Japanese language at university and language school levels, specializing in business Japanese. Developed curriculum and engaged students in language acquisition.

Curriculum Development Classroom Management Student Engagement