Yuruixin WANG
@yuruixinwang
CX Operations specialist building Zendesk AI automation systems for faster, smarter customer support.
ChinaWhat I'm looking for
I’m a CX Operations specialist with 3+ years building customer support systems across e-commerce and social entertainment environments. I specialize in Zendesk platform administration, AI Agent (AIAA) chatbot deployment, and knowledge base development—using automation to reduce manual workload while improving support quality.
In my CX & Support Operations work, I design, deploy, and continuously optimize Zendesk AI Agent automations for tier-1 troubleshooting and marketplace email workflows. I integrate ERP data via API for order-specific replies, set up intent classification flows for accurate ticket tagging and routing, manage multi-brand Zendesk workflows/automations/triggers and SLA policies, and maintain product knowledge bases and QA frameworks to strengthen real-world agent performance.
Experience
Work history, roles, and key accomplishments
Customer Service Supervisor
Apeman Technology Co.
May 2025 - Present (1 year 2 months)
Designed and optimized Zendesk AI Agents for support, automating troubleshooting and email workflows for Walmart and Amazon. Managed multi-brand Zendesk operations, including automations, workflows, SLAs, and ticket taxonomy. Developed knowledge bases, redesigned QA standards, and supported 8,000+ monthly conversations through AI automation.
Customer Support Specialist (Tier 1 & 2)
Mico World Technology Co.
Jun 2022 - May 2024 (1 year 11 months)
Handled international customer inquiries via live chat and ticketing in English and multiple languages, improving resolution time to under 24 hours and achieving 93% CSAT. Served as a tier-2 escalation handler for South Asian support teams and produced monthly VOC reports and SOPs based on product updates and campaign changes.
Education
Degrees, certifications, and relevant coursework
University of Reading
Master of Arts, English Language Education
2021 - 2022
Completed a MA in English Language Education at the University of Reading from 2021 to 2022.
Hainan University
Bachelor of Arts, English Language and Literature
2015 - 2019
Completed a BA in English Language and Literature at Hainan University from 2015 to 2019.
Availability
Location
ChinaAuthorized to work in
Salary expectations
Job categories
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