yifanz

Conducted comprehensive field market research in Yiwu and Hangzhou, negotiating with over 20 factories and supply chain merchants to reduce costs by 15%. Successfully promoted and sold products through live streaming on Xiaohongshu, achieving a 30% increase in sales for AIGC products and overseas purchases. Post-purchase, spearheaded offline sales initiatives, employing market analysis to diversify product lines, resulting in a 25% sales increase across new categories.

Provided technical support for the SaaS application platform, resolving over 30 weekly e-commerce related queries using SOAP, REST API, and HTML. Leveraged extensive knowledge of payment gateways like PayPal, Stripe, CyberSource, and Adyen to enhance transaction processing reliability and speed. Rapidly mastered new technologies in a high-pressure, multitasking environment, achieving Zuora end-user certification within two months and advancing to SME status in payment fields by the sixth month. Proactively maintained close customer relations and led a global team to analyze, track, and swiftly resolve issues, achieving and sustaining 100% customer satisfaction ratings. Rapidly resolved complex and escalated cases, and provided critical usability feedback that contributed to five key product improvements.

Troubleshooted technical issues within Azure products (such as Microsoft Defender for Cloud, Microsoft Defender for Endpoint); reproduced issues by testing in my own environment using VMs or on-prem devices with Azure Arc deployed • Identified cases that require escalation; created and maintained incident management requests to product group and escalation engineers • Documented technical work and research to improve the product function and customer’s support experience with Microsoft."