Kimberly Yangyang

• Led voice, email, and live chat support operations, maintaining a 97% CSATthrough coaching and a peer-based incentive program
• Contributed 20% to overall NPS by delivering personalized, consultative support
• Reduced call/chattransfer rates by 10% via targeted agent training and process updates
• Oversaw queue distribution, resource planning, and dailyteam performance to meet SLAs
• Collaborated with product, marketing, and e-commerce teams to improve workflows and customer satisfaction
• Built escalation procedures, QA feedback systems, and training materials to standardize support quality

• Managed over 100+ daily inquiries with a focus on speed, accuracy, and compliance in a high-volume environment
• Maintained top-tier CSAT and first-call resolution rates, consistently meeting or exceeding KPI benchmarks
• Awarded Customer Service Champion forthree consecutive years for delivering exceptional service and handling escalations with
empathy and professionalism
• Guided customers through account services, digital banking, fraud prevention, and dispute resolution with clarity and efficiency
• Trained and mentored new team members, helping improve on-boarding speed and support quality

• Contributed to the product rollout for Microsoft Office 365 releases by identifying potential issues early and coordinating with
engineeringteams.
• Responsible for promptlytroubleshooting, isolatingthe root cause, and providing a resolution to all global users of Microsoft Office
technical issues via chat and phone.
• Recognized as a top Office 365 seller, exceeding monthly sales targets
• Managed and updated incident management operational procedures, ensuring continuous process improvement and adherence to
SLA requirements.