Wayne Liu
Greenlane
Summary
Passionate to work in data queries involving conversions through ETL models and very thrilled about my work in software and learning more technical skills.
Overview
3
3
years of professional experience
Work History
Support specialist
EzyVet
01.2023 - Current
- Taken customer calls and listen to their issues and help in troubleshooting with average 10 calls a day.
- Replied through professional emails with solutions and guides to help customers.
- Provided excellent customer experience with technical knowledge and empathy.
- Held scheduled support sessions to assist customer with product set up and knowledge.
- Executed many different technical scenarios to solve issues such as TWIG, error code investigation, integration implementation, and more.
- Promoted to a Tier 2 March 2025
- Provided training and development for newer team members and created new training material to help upskill members of the team and support their onboarding process.
- Assisted and worked with Team Leaders in resolving complex queries and escalations with Enterprise clients
- Assisted other less tenured members of the team through que support and provided help live on call with clients and provided a resolution for the issue presented.
- Self assigned multiple complex queries and tickets from a Tier 1 and can provide a solution for these queries.
- Raised multiple JIRA tickets through replication and investigation for wider internal team to identify bugs to fix and release updates to the software or data fixes that resolves the issue.
- Specialised in multiple specific product topics such as ezyprint and Xero which demonstrates effective solutions to these complex queries while also upskilled in niche topics such as Cubex and Smartflow to be able to expand technical skills and knowledge to help assist more customers and internal team.
- Recruited for implementation Go Live to help with a big clinic organisation who was onboarding ezyVet.
Education
Bachelors of commerce - Marketing and International Business
University of Auckland
01.2020
Master of business analytics - undefined
University of Auckland
01.2022
Skills
- Excel
- Powerpoint
- SPSS
- Power BI
- R
- Microsoft Project
- SQL
- Python
- Sufficient fluency in Chinese
- Excellent communication and teamwork traits
- Great customer handling and providing services
Timeline
Support specialist
EzyVet
01.2023 - Current
Master of business analytics - undefined
University of Auckland
Bachelors of commerce - Marketing and International Business
University of Auckland
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