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Business Operations & Customer Success Specialist
Customer Success Manager at Myrtle Greens who built Salesforce churn workflows sustaining 95%+ retention across 200+ accounts.
ChinaBusiness Operations & Customer Success Specialist at Myrtle Greens
Built Salesforce health-scoring models to flag at-risk accounts and deployed intervention playbooks sustaining 95%+ retention. Identified upsell opportunities through QBR-led discovery, delivering USD 124K in peak weekly incremental reorders.
SalesforceCustomer SuccessChurn PreventionQBRUpsell DiscoveryMultichannel SupportCSATProduct Feedback
Delivered 50+ weekly back-to-back phone and video interpretation sessions across U.S. and U.K. public-safety hotlines, banks, insurance, telecom, and healthcare. Mediated high-emotion escalations with 100% factual accuracy.
Interpretationconsecutive interpretationSimultaneous Interpretation
Master of Arts in Teaching Chinese to Speakers of Other Languages (TCSOL) from Southwest University of Science and Technology, 2018 to 2021.
Master of Arts in Teaching Chinese to Speakers of Other Languages (TCSOL) from Southwest University of Science and Technology, 2018 to 2021.
Bachelor of Laws from Sichuan Police College, 2014 to 2018.
Bachelor of Laws from Sichuan Police College, 2014 to 2018.
Managed bilingual Telegram and Discord user support, event announcements, and consolidated weekly UX feedback reports for internal product teams. Summarized recurring user friction points to mitigate churn triggers.
Community ManagementTelegramDiscordBilingual SupportUser FeedbackEvent Management
Managed end-to-end localization for 200+ drug-registration and clinical-trial dossiers, achieving 98% on-time delivery with zero regulatory rejections. Coordinated global linguist teams and created standardized medical glossaries and LQA audit checklists.
LocalizationProject ManagementMedical TerminologyLQAMTPEVendor coordinationRegulatory Dossier Preparation
Profile sourced from Himalayas.