Maris Tian

Led a team of chat support agents, resolving customer issues via live chat and following escalation guidelines for complex cases. Ensured privacy compliance and minimized disruptions by promptly reporting website errors and recurring customer problems to the onshore manager.

Provided remote administrative and client support for a clinical psychology practice, supporting seamless onboarding and timely communications. Managed intake workflows, practice management records, insurance billing for Workers Compensation and CTP claims, and recurring operational reporting.

Developed and executed social media strategies aligned with company marketing goals, managing content calendars and publishing for multiple clients. Monitored and analyzed social media metrics using Meta, Buffer, and Flick to optimize campaign performance and improve audience engagement.

Managed healthcare client onboarding and records administration, coordinating account setup and intake documentation while maintaining confidentiality. Used Cliniko for client records and scheduling coordination, and produced monthly operational reports on activity, scheduling, and billing performance.

Transcribed audio/video and captured relevant images for use on a client Facebook Fan Page, ensuring content was ready for distribution. Reviewed transcripts for spelling and grammar accuracy and applied attention to accent and cultural nuances.

Uploaded new members to the company back-end system and maintained operational accuracy through daily data updates. Produced monthly management updates, sent birthday cards, monitored payment-related statuses, and updated the gym's WOD page for global affiliates.

Handled inbound calls, qualified leads, and scheduled appointments while preparing insurance quotes across several insurance companies. Maintained strict confidentiality and entered accurate client information into risk management systems to identify and mitigate risk.

Supported real estate advertising and lead generation by using flyers and managing manager email and social media accounts across major platforms. Performed daily online research, updated spreadsheets, handled client correspondence, and supported scheduling and administrative tasks while escalating issues to management.

Promoted products and services online using website and social media channels to increase web traffic and generate prospective clients. Uploaded product images and details into a Magento retail shop and created Excel spreadsheets for wholesalers and retailers.

Wrote original website articles and edited documents for grammar, clarity, content, and formatting to meet client standards. Produced SEO-ready content, including ghostwriting and backlinking-focused material, while coordinating with clients on briefs and brand guidelines.

Generated leads by researching clothing designers' websites and contact information, then built targeted cold call lists. Used social media, networking events, and targeted marketing to identify prospective clients and develop lead-generation lists.

Supported real estate acquisition operations by researching probate listings and motivated sellers and identifying potential buyers and sellers through online outreach and cold correspondence. Maintained CRM/database records, assisted digital marketing efforts (website updates and blog publishing), and coordinated lead follow-ups via email and VoIP.

Coached and trained call center agents for the AT&T U-Verse Communications Coach program, improving speech clarity, accent reduction, and voice modulation. Supervised 13 Communications Coaches, monitored trainee progress, and collaborated with QA and team leads to address performance gaps.

Led and coached teams handling technical and billing customer support while driving performance against KPIs and QA standards. Managed escalated customer issues, monitored metrics (Customer Satisfaction, AHT, QA scores, attendance), and provided end-to-end travel booking support using Worldspan GDS.

Supported daily operations by assisting customers with long-distance call services and ensuring smooth front-desk service delivery. Handled cash and administrative tracking tasks while maintaining strict confidentiality and proper record-keeping.

Delivered front-line passenger support by welcoming travelers, verifying travel documents, and assisting with boarding and seating inquiries. Managed passenger manifests for safety and compliance and resolved onboard requests while providing service across multiple customer tiers.

Handled high-volume inbound calls providing directory assistance and real-time customer support by retrieving information from internal systems. Maintained fast, accurate responses with strong attention to detail in a performance-driven environment.

Earned a Bachelor of Science in Business Management from Southwestern University.

Completed secondary education at St. Theresa’s College.

Completed primary education at St. Theresa’s College.