Vivian Li

• Provided real-time guest support via chat, phone, and video calls, multitasking across multiple platforms and demonstrating adaptability in fast-paced, dynamic interactions
• Collaborated with peers in creating templates and standard responses aligned with brand voice to ensure message consistency and integrity to support guest communication
• Utilized interpersonal communication and active listening skills to understand guest needs and deliver personalized recommendations, boosting guest satisfaction and maintaining a 4.6 GSAT rating
• Leveraged strong product knowledge and brand-aligned messaging to educate guests and drive sales, achieving a 34% conversion rate and generating $10,000 in sales in P4
• Demonstrated personal responsibility by actively seeking feedback to drive continuous growth and improvement

• Supported guests on live chat, phone, and email, using standard responses and templates to ensure consistent brand voice and messaging

• Managed sensitive guest concerns and escalations, showcasing empathy and the ability to work calmly and effectively under pressure

• Resolved complex inquiries by applying problem-solving skills, referencing internal resources and partnering with support teams when needed to ensure timely resolution

• Demonstrated strong written and verbal communication skills, ensuring clear communication and resolution to guests

• Used Salesforce to accurately document and reference guest interactions, enabling efficient follow-ups and seamless guest support

• Created and maintained internal knowledge bases including email templates, SOPs, and troubleshooting guides, enhancing team efficiency and reducing repetitive support requests by providing accessible, accurate resources

• Collaborated cross-functionally with technology, payroll, administration, and management teams to ensure alignment, resulting in efficient project execution and team coordination

• Utilized project and workflow management programs such as Asana and AirTable to track progress, assign responsibilities, and maintain transparency across teams, improving project delivery timelines and reducing task oversight

• Produced communications in various formats - PowerPoint presentations, edited visuals, and emails, supporting clear messaging and brand voice across guest communications

• Managed multiple projects simultaneously, demonstrating strong time management, task prioritization, and the ability to work independently supporting the business as needed

• Trained and mentored three administrative assistants, fostering a collaborative team that enhanced efficiency in day-to-day operations

• Led live onboarding sessions for new mortgage agents, equipping over 30 hires with knowledge of tools, company branding, processes, and compliance requirements