dia nensee
@dianensee
Technical Customer Support at SMT Group — DIY Art Club, improving its Help Centre and reporting 68% one-touch ticket resolution.
VietnamWhat I'm looking for
At SMT Group — DIY Art Club, I support customers across international markets using Gorgias and Shopify, and coordinate a team of five customer service agents. I report a 68% one-touch ticket resolution rate, a three-hour response time, and 25–30 tickets handled per hour.
I review AI-generated responses for accuracy and tone, investigate order and delivery issues, and coordinate supplier follow-ups. I also rewrote and restructured the DIY Art Club Help Centre in Gorgias to make information clearer and easier to navigate.
Experience
Work history, roles, and key accomplishments
Customer Service & Experience Specialist
SMT Group — DIY Art Club
Jan 2026 - Present (9 months)
Coordinate and support a team of five customer service agents, manage support across Gorgias and Shopify, and review AI-generated responses for accuracy and tone. Report a 68% one-touch resolution rate and handle 25-30 tickets per hour.
Secondary Mathematics & Science Teacher
EMG Education
Aug 2025 - Jan 2026 (5 months)
Delivered Mathematics and Science lessons to secondary-school students, adapting explanations to different learning needs and managing competing priorities.
Teacher
Codesh International School
Jan 2020 - Mar 2025 (5 years 2 months)
Delivered lessons in an international-school environment, adapting explanations and activities to different learners and communicating clearly with students and stakeholders.
University Student Mentor
United Kingdom
Jan 2012 - Present (14 years 9 months)
Guided university students through academic expectations and challenges using clear explanations and practical advice, building strong active-listening and mentoring skills.
Education
Degrees, certifications, and relevant coursework
Symbiosis International University
PhD, Medical & Health Science
2024 -
Ongoing PhD in Medical & Health Science, expected to continue beyond 2026.
Sheffield Hallam University
MSc, Food Science and Nutrition
MSc in Food Science and Nutrition from Sheffield Hallam University, completed in 2020.
University of West London
BSc, Culinary Arts Management
BSc in Culinary Arts Management from the University of West London, completed in 2015.
IELTS
IELTS Academic, English Language Proficiency
Grade: Band 8
IELTS Academic with Band 8 score.
TEFL
TEFL Certificate, Teaching English as a Foreign Language
120-hour TEFL certificate.
Availability
Location
VietnamAuthorized to work in
Salary expectations
Job categories
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