Michael Koe
Markham,ON
Summary
Accomplished eCommerce and Customer Service Lead at University of Toronto Press, adept in Business and CRM Management Software such as NetSuite and HubSpot, and critical thinking. Excelled in enhancing customer satisfaction, mentoring teams for peak performance, and efficiently managing department operations. Demonstrated expertise in customer complaint resolution, contributing to significant improvements in service delivery and team development. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
2
2
years of professional experience
Work History
ECommerce and Customer Service Lead
University of Toronto Press
05.2023 - Current
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Assisted the Customer Experience Manager in running the eCommerce department and oversaw the operations of the department in the absence of a department manager.
ECommerce and Customer Service Associate
University of Toronto Press
12.2022 - 05.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Education
Honours Bachelor of Arts - Double Major in Economics And Political Science
University of Toronto
Toronto, ON06.2024
Skills
- CRM Software
- Cash Handling
- Email Etiquette
- Customer Complaint Resolution
- Critical Thinking
- Business Writing
- Order Management
- Team training and development
Languages
English
Native or Bilingual
Chinese (Cantonese)
Native or Bilingual
Chinese (Mandarin)
Native or Bilingual
Timeline
ECommerce and Customer Service Lead
University of Toronto Press
05.2023 - Current
ECommerce and Customer Service Associate
University of Toronto Press
12.2022 - 05.2023
Honours Bachelor of Arts - Double Major in Economics And Political Science
University of Toronto
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