Chloe Wang
Richmond Hill,ON
Summary
Driven professional with a proven track record in customer relationship management and complaint handling, demonstrated at Snaplii through enhancing customer loyalty and streamlining CRM processes. Excelled in team development at IQIYI North America, leveraging critical thinking and user research skills to boost marketing outreach. Performed cashier duties and retail operations at Grocery Checkout (Western University), focusing on enhancing customer experience and building rapport in the workplace.
Overview
1
1
year of professional experience
Work History
Customer Service Representative
Snaplii
06.2024 - Current
- Provided direct client support via all service channels (e.g, phone, e-mail, live chat), resolved customer complaints with empathy, resulting in increased loyalty and repeat business
- Inputted and maintained 200+ client related information in CRM database, tracked data from customer interactions for process improvement
- Created email templates, push notifications, and text messages to communicate new feature launches and promotional offers
- Drafted articles and product introductions to provide customers with comprehensive information and actionable steps for their inquiries
- Conducted user research through online interactions, including creating user feedback surveys, to gather valuable insights on our products
- Collaborated with team members from Tech, Risk, Product, and beyond to troubleshoot customer issues
Marketing Intern
IQIYI North America
04.2024 - 06.2024
- Assisted in creating written, video, and image content for marketing channels to advertise iQIYI's TV programs on platforms such as TikTok and WeChat
- Served as Intern Leader for two projects, coordinating six interns to establish partnerships with over 10 media outlets and 20+ student associations across Canada and the U.S.
- Conducted user research, interpreted findings, brainstormed marketing strategies and reported conclusions to supervisor
Retail Customer Service Associate
Grocery Checkout - Western University
09.2023 - 04.2024
- Transitioned between cash register operations, restocking shelves, and preparing deli items to ensure smooth store operations
- Maintained a clean and organized store environment, enhancing customer shopping experience
- Responded to customer inquiries both in-store and via phone calls, providing detailed information
- Supported team members during peak hours, fostering a positive work environment
Education
Bachelor of Arts - Psychology
University of Western Ontario
London, ON06.2026
Skills
- Customer Relationship Management (CRM)
- Cold Calling
- Complaint Handling & Conflict Resolution
- Active Listening
- Critical Thinking
- Data Entry & Collection
- User Research
- Payment Processing
- Team Development & Building Rapport
- Microsoft Office Suite: Word, Excel, Outlook, PowerPoint
- Adobe Acrobat
Accomplishments
- Telephone Service - Professionally processed 30+ calls per day, providing information and service to ensure customer satisfaction
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing follow-up calls
- Monetary Transactions - Handled cash, credit, and debit card transactions with 100% accuracy
- Conflict Resolution - Handled customer inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction
Languages
English
Native or Bilingual
Chinese (Mandarin)
Native or Bilingual
Timeline
Customer Service Representative
Snaplii
06.2024 - Current
Marketing Intern
IQIYI North America
04.2024 - 06.2024
Retail Customer Service Associate
Grocery Checkout - Western University
09.2023 - 04.2024
Bachelor of Arts - Psychology
University of Western Ontario
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