Summary
Overview
Work History
Education
Skills
Timeline
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HAO GUO

HAO GUO

Senior Customer Service Officer
Kuala Lumpur

Summary

Dynamic customer service professional with a proven track record at Fangwei Future, excelling in relationship management and educational services. Skilled in problem-solving and active listening, I achieved enrollment targets through effective cross-selling and maintained a 98% customer satisfaction rate at Fruitseeker, ensuring loyalty and trust.

Overview

9
9
years of professional experience

Work History

Customer Service Representative

Fangwei Future
03.2024 - 02.2026

Relationship Management: Served as the primary client contact, delivering exceptional service and cultivating long-term relationships with students and parents.

Educational Services Expertise: Advised clients on courses, programs, and learning plans, identified student needs, and recommended suitable educational solutions to support enrollment targets.

Identified client needs and cross-sold appropriate courses and supplementary learning programs to achieve enrollment and sales targets.

Customer Service Complaint Department

Fruitseeker
07.2017 - 11.2019

• Resolved high volumes of daily customer inquiries regarding fresh fruit quality, pricing, bulk orders, delivery schedules, and product availability.

• Delivered accurate, professional support to both retail and wholesale (B2B) clients, maintaining a 98%+ customer satisfaction rate across all interactions.

• De-escalated complex complaints (including product damage, delivery delays, and order discrepancies) with empathy and efficient resolution, preserving customer loyalty and reducing repeat issues.

• Collaborated with operations teams to address systemic service gaps, improving overall client experience for 20,000+ partner fruit stores.

Education

Associate Degree in English - English

Shandong University
Jinan China
06.2011

Skills

Customer service

Problem-solving

Active listening

Product knowledge

Team building

Sales

Multitasking

Timeline

Customer Service Representative

Fangwei Future
03.2024 - 02.2026

Customer Service Complaint Department

Fruitseeker
07.2017 - 11.2019

Associate Degree in English - English

Shandong University
HAO GUOSenior Customer Service Officer