Work Experience
My professional journey at GEP Worldwide
Team Lead - Application Support
GEP Worldwide
07/2023 - 12/2024
Shanghai, China
Key Responsibilities
- Led a team of three members, reviewing daily cases reported by customers and ensuring timely and detailed solutions, boosting customer satisfaction
- P2P implementation analyst for a leading beverage firm in China that has subscribed to GEP Worldwide's P2P procurement suite
Key Achievements
- Improved customer satisfaction through efficient case management
- Successfully implemented P2P solutions for major clients
Core Skills
Team LeadershipP2P SolutionsCustomer RelationsProcess Optimization
Technical Lead - Application Support
GEP Worldwide
01/2022 - 07/2023
Shanghai, China
Key Responsibilities
- Led a team of four members to solve urgent technical issues, handle escalations and deliver training and guidance to team members
Key Achievements
- Managed technical escalations effectively
- Provided comprehensive training to team members
Core Skills
Technical LeadershipEscalation ManagementTraining & DevelopmentProblem Solving
Senior Application Support Engineer
GEP Worldwide
07/2021 - 12/2021
Shanghai, China
Key Responsibilities
- Was Point of Contact of some big client responsible for managing client weekly meetings, ensuring issues or concerns get addressed on timely manner
Key Achievements
- Maintained strong client relationships
- Ensured timely resolution of client issues
Core Skills
Client ManagementCommunicationIssue ResolutionRelationship Building
Application Support Engineer
GEP Worldwide
03/2019 - 06/2021
Shanghai, China
Key Responsibilities
- Covered P2P and S2C technical support for multiple clients
- Delivered training to Korean and Japanese users in their local languages along with user manual and UI translations
Key Achievements
- Provided multilingual technical support
- Created localized training materials and documentation
Core Skills
Technical SupportMultilingual CommunicationDocumentationTraining Delivery