Update resume-call-centre-stb

content/resume/_index.md

@@ -4,116 +4,56 @@ date: 2019-02-11T07:50:51-05:00
 draft: false
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-{{% resume/section "Summary" %}}<!--- {{{ -->
+{{% resume/section "Summary" %}}
+Customer-focused call centre professional with Tier 1/2 support experience, de-escalation, and clear communication. Improves first-response, reduces escalations, and shortens resolution times across high-volume phone/chat/email queues. Strong documentation habits and plain-language explanations for non-technical users.
+{{% /resume/section %}}
 
-Customer-focused call centre professional with
-Tier 1/2 support experience, de-escalation, and clear
-communication, delivering faster first response,
-fewer escalations, and shorter resolution times.
-Comfortable handling high-volume phone/chat/email queues,
-documenting solutions in a knowledge base, and translating
-issues into plain language for non-technical users.
+{{% resume/section "Work Experience" %}}
 
-{{% /resume/section %}}<!--- }}} -->
+{{% resume/work-experience name="Digital Goods Marketplace"
+title="Owner–Operator (Customer Support & Sales)"
+languages="Live Chat Support, Dispute Resolution, Sales Negotiation"
+date="July 2025 — Present" %}}
+- Built and managed a **peer-to-peer e-commerce operation** reselling digital items; exceeded **$10,000+ gross merchandise 
+  value**.
+- Closed transactions with **100+ verified vouches**, maintaining **5-star satisfaction** and **zero unresolved disputes**.
+- Handled **end-to-end operations**: sourcing, pricing, inventory, listings, secure payments and fulfillment.
+- Implemented **fair-value pricing** and **bundle offers** to accelerate turnover and improve margins while reducing low-value inquiries.
+- Standardized **verification, escrow/moderation, and proof-of-ownership** steps to mitigate **fraud/chargeback** risk.
+- Tracked **P&L and cash flow**; reconciled payments and maintained records for auditability.
 
-{{% resume/section "Work Experience" %}}<!--- {{{ -->
-
-{{% resume/work-experience name="Red Hat" 
+{{% resume/work-experience name="Red Hat"
 title="Technical Support Engineer Intern (Tier 1/2)"
-languages="Ticketing/Triage, Knowledge Base Writing, De-escalation"
-date="Aug 2023 — Aug 2024" %}}
+languages="Ticketing/Triage, De-escalation, Knowledge Base Writing"
+date="Aug 2022 — Aug 2024" %}}
+- Delivered **Tier 1/2 frontline support** for CI/CD and Kubernetes issues via a ticket queue, improving **first-response time by 40%** through better triage and routing.
+- Performed **incident troubleshooting and root-cause analysis**; automated data capture/validation that resolved **80% of config errors** and **reduced downtime by 40%**.
+- Wrote **clear, step-by-step knowledge-base articles** and troubleshooting flows that enabled Tier 1 to solve common probe issues, **cutting escalations by 30%**.
+- Built a deployment **runbook** that standardized fixes and **reduced repeat contacts/tickets by 66%**; **shortened resolution time from 45 → 15 minutes**.
+- Kept users informed with **concise status updates**, set expectations, and **de-escalated frustrated stakeholders** by focusing on next steps and time to resolution.
+- Partnered with QA/DevOps to capture **root causes** of startup failures; implemented dynamic probes that **cut production launch issues by 50%**.
 
+{{% /resume/section %}}
 
-- Delivered **Tier 1/2 frontline support** for CI/CD 
-  and Kubernetes issues via a ticket queue, improving 
-  **first-response time by 40%** through better triage 
-  and routing.
-- Performed **incident troubleshooting and root-cause 
-  analysis**; automated data capture/validation that 
-  resolved **80% of config errors** and **reduced 
-  downtime by 40%**.
-- Wrote **clear, step-by-step knowledge-base articles** 
-  and troubleshooting flows that enabled Tier 1 to 
-  solve common probe issues, **cutting escalations by 
-  30%**.
-- Built a deployment **runbook** that 
-  standardized fixes and **reduced repeat 
-  contacts/tickets by 66%**; **shortened resolution 
-  time from 45 → 15 minutes**.
-- Kept users informed with **concise status updates**, 
-  set expectations, and **de-escalated frustrated 
-  stakeholders** by focusing on next steps and time to 
-  resolution.
-- Partnered with QA/DevOps to capture **root causes** 
-  of startup failures; implemented dynamic probes that 
-  **cut production launch issues by 50%**.
-
-{{% /resume/work-experience %}}
-
-{{% resume/section "Web Dev & Support Projects" %}}<!--- {{{ -->
-
+{{% resume/section "Web Dev Projects" %}}<!--- {{{ -->
 {{% resume/project name="Rarity Surf" 
 languages="User Support, Bug Reproduction"
-date="March 2025" show="true" %}}
-
-- Provided **real-time user support** for a live 
-  analytics app (triage → reprogram → fix → user follow-up) 
-  across UI filtering and API errors.
-- **Translated user requests into fixes/features**, 
-  improving usability for non-technical traders; 
-  **reduced perceived latency by 50%** under load with 
-  targeted optimizations.
-- Captured solved issues into **knowledge base notes** and 
-  issue templates to speed future handling and reduce 
-  back-and-forth.
+date="March 2024 — Dec 2024" show="true" %}}
+- Reproduced user-reported issues; wrote **concise repro steps** and a **known-issues + workarounds** note to reduce repeat questions.  
+- Partnered with devs to **prioritize fixes** from impact-driven triage; confirmed resolutions and updated user-facing notes.  
+- Created short **onboarding/troubleshooting** snippets that cut new-user setup pings and improved first-contact resolution.  
+{{% /resume/section %}}
 
 {{% /resume/project %}}
 
-{{% resume/project name="Kanban Calendar" 
-url="https://github.com/Kevin-Mok/astronofty" 
-languages="Bug Reproduction, Troubleshooting Guide"
-show="true" %}}
-
-- **Reproduced and resolved UI bugs** reported across 
-  devices; documented steps and **added a 
-  troubleshooting guide** for consistent team fixes.
-- Built and maintained a **mobile-responsive calendar 
-  interface** that improved day-to-day task clarity for 
-  end users.
-
-{{% /resume/project %}}
-
-{{% resume/project name="Astronofty" 
-url="https://github.com/Kevin-Mok/astronofty"
-languages="Live Demo Support, Stakeholder Updates"
-date="Jan 2023" 
-show="true" %}}
-
-- Supported a **live demo under time pressure**; 
-  handled rapid feedback, adjusted components on the 
-  fly, and unblocked testers during judging.
-- Practiced **clear stakeholder comms** (what’s fixed, 
-  what’s next, ETA), mirroring call-centre update 
-  cadence.
-
-{{% /resume/project %}}
-
-{{% /resume/section %}}<!--- }}} -->
-
-{{% resume/section skills %}}<!--- {{{ -->
-
-- **Call Centre & Customer Support:** Active Listening, De-escalation, Clear Written/Verbal Communication, Ticket Triage & Prioritization, SLA Awareness, Call/Chat/Email Etiquette, Documentation & KB Writing
-- **Technical Support:** Tier 1/2 Troubleshooting, Incident Response, Microsoft 365, VPN basics, Log Analysis, Root-Cause Investigation, Linux basics
+{{% resume/section "Skills" %}}
+- **Customer Support & Call Centre:** Active listening, empathy, de-escalation, clear written/verbal comms, ticket triage/prioritization, SLA awareness, call/chat/email etiquette, documentation & KB writing
+- **Technical:** Microsoft 365, VPN/log basics, Linux basics
 - **Languages:** English; **Cantonese (fluent)**
+{{% /resume/section %}}
 
-{{% /resume/section %}}<!--- }}} -->
-
-{{% resume/section education %}}<!--- {{{ -->
-
+{{% resume/section "Education" %}}
 {{% resume/education name="University of Toronto (St. George)"
-
-title="Computer Science Specialist — 3.84 GPA (CS). Graduated with High Distinction." date="2020 — 2025" %}}
-
-{{% /resume/education %}}<!--- }}} -->
-
-<!-- vim: fdm=marker -->
+title="Computer Science Specialist — 3.84 GPA. Graduated with High Distinction."
+date="2020 — 2025" %}}
+{{% /resume/section %}}