Open to opportunities

Michelle Chen

@michellechen

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Bilingual customer service specialist delivering empathetic, accurate support across industries.

United States

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What I'm looking for

I seek a bilingual customer-facing role in a collaborative, growth-oriented company where I can apply CRM expertise, conflict-resolution skills, and strong communication to improve customer experience.

I am a multilingual customer service professional with over 5 years of experience supporting customers across healthcare, education, travel, and tech sectors. I deliver empathetic, accurate, and detail-oriented service across phone, email, chat, and ticketing systems.

I am fluent in English and a native Mandarin speaker, which has enabled me to build trust with diverse international clients and de-escalate sensitive situations professionally. I have hands-on experience with Zendesk, HubSpot, and other CRM and productivity tools.

My background includes remote roles providing bilingual customer support, healthcare benefits assistance, and high-volume communication management, as well as in-person roles in education and as a flight attendant. I consistently maintain strong written communication and attention to detail under pressure.

I am adaptable, a quick learner, and eager to contribute to dynamic teams where I can use my language skills, conflict-resolution ability, and administrative strengths to improve customer experience and operational efficiency.

Experience

Work history, roles, and key accomplishments

Current

Bilingual Customer Service Specialist

Current

ModSquad

Feb 2022 - Present (3 years 8 months)

Delivered bilingual (Mandarin/English) customer support across chat, phone, and email using Zendesk and CRM platforms, maintaining accurate ticket records and professional written communication.

Zendesk CRM Bilingual Support Chat Support Email Support Phone Support Ticketing Written Communication

Bilingual Customer Service Representative

Connexus

Jun 2023 - Jul 2024 (1 year 1 month)

Handled high-volume calls, emails, and faxes supporting Mandarin and English customers, escalated complex issues, and maintained accurate records to ensure timely resolution.

Phone Support Email Support Escalation Management Record keeping Bilingual Support Customer Empathy CRM

Customer Service Advocate

UnitedHealth Group

Nov 2022 - May 2023 (6 months)

Assisted members with healthcare benefits and billing via phone, ensuring compliance with privacy regulations and de-escalating sensitive situations with professionalism and empathy.

Healthcare Benefits Billing Support Phone Support Privacy & Compliance Customer Service Documentation Empathy

Mandarin Teacher Assistant

Denver Language School

Aug 2020 - Jan 2021 (5 months)

Supported classroom instruction and cultural education, assisted in lesson planning, student engagement, and parent communication to improve learning outcomes.

Lesson planning Student Engagement Cultural Education