Zhiwen Li

•Customer Support & Issue Resolution: Managed 100+ daily inquiries via Zendesk, email, and phone, ensuring 95%+ customer satisfaction; provided technical troubleshooting, resolving 80% of issues on first contact. •Process Optimization & Workflow Management: Streamlined customer service workflows, reducing average response time by 30%, and collaborated with internal teams to ensure seamless exam operations. •Multilingual Communication & Localization: Translated and localized support materials for global teams, improving cross-language efficiency and enhancing international customer support.

•Training & Program Coordination: Organized and supported 50+ internal training sessions, achieving a 100% on-time completion rate; managed training records, updated materials, and optimized LTF and budget planning, increasing cost efficiency. •Administrative & Compliance Support: Processed and monitored purchase orders, improving order fulfillment speed through effective supplier coordination; served as a key liaison for BU teams and regulatory bodies, overseeing certificate data management and compliance tracking. •Cross-Functional Collaboration: Assisted in global projects, supporting the localization of training materials and coordinating cross-functional meetings, ensuring smooth international operations.