Wang Fang
[city] · [phone] · [email] · [LinkedIn URL]
Summary
Customer support leader with five years of experience and current team lead of eight at an e-commerce company. Raised CSAT from 4.2 to 4.6, cut median first response time from 9 to 6 minutes, and reduced team turnover to 12% by building data-driven processes and a shared knowledge base.
Work Experience
Customer Support Team Lead — [company name], e-commerce
[start date] – Present
- Lead a team of eight support agents, owning hiring, coaching, scheduling, and performance reviews.
- Improved CSAT from 4.2 to 4.6 through targeted coaching and process redesign.
- Reduced median first response time from 9 to 6 minutes by rebalancing queues and shift coverage.
- Lowered team turnover to 12% through structured onboarding and clear career paths.
- Built a weekly performance dashboard in SQL used by support and operations leadership.
- Created and maintained an internal knowledge base, shortening ramp-up time for new agents.
Customer Support Specialist — [company name]
[start date] – [end date]
- Resolved customer inquiries across [channels] while meeting response-time and quality targets.
- [achievement with figure needed]
Education
Bachelor of Business Administration — [university name], 2019
Skills
| Area | Skills |
|---|---|
| Customer experience | CSAT and response-time improvement, escalation handling, voice-of-customer analysis |
| Team leadership | Coaching, onboarding, retention, performance management |
| Data and tools | SQL, dashboard design, knowledge-base management, [helpdesk tool] |
| Languages | Fluent English; [native language] |
Additional
- Experience in a high-volume e-commerce support environment.
- [certification or award, if any]