Update STB nums

content/resume/_index.md

@@ -5,27 +5,22 @@ draft: false
 ---
 
 {{% 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.
+**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 %}}
 
 {{% resume/section "Work Experience" %}}
 
-{{% resume/work-experience name="Digital Goods Marketplace"
+{{% resume/work-experience
-title="Owner–Operator (Customer Support & Sales)"
+    name="Red Hat"
-languages="Live Chat Support, Dispute Resolution, Sales Negotiation"
+    title="Technical Support Engineer Intern (Tier 1/2)"
-date="July 2025 — Present" %}}
+    languages="Ticketing/Triage, De-escalation, Knowledge Base Writing"
-- Built and managed a **peer-to-peer e-commerce operation** reselling digital items; exceeded **$10,000+ gross merchandise 
+    date="Aug 2022 — Aug 2024"
-  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/work-experience name="Red Hat"
-title="Technical Support Engineer Intern (Tier 1/2)"
-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%**.
@@ -33,23 +28,41 @@ date="Aug 2022 — Aug 2024" %}}
 - 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
+    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 **$50,000+ gross merchandise 
+  value**.
+- Closed transactions and **middlemanned for high-value trades exceeding $5,000+ deals)** with **250+ verified vouches**, maintaining **5-star satisfaction** and **zero unresolved disputes**.
+- Handled **end-to-end operations and escrow**: 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 **ownership verification and middleman workflows** to mitigate **fraud/chargeback** risk on large trades.
+- Tracked **P&L and cash flow**; reconciled payments and maintained records for auditability.
+
 {{% /resume/section %}}
 
-{{% resume/section "Web Dev Projects" %}}<!--- {{{ -->
+{{% resume/section " Dev Projects" %}}
 {{% resume/project name="Rarity Surf"
 languages="User Support, Bug Reproduction"
-date="March 2024 — Dec 2024" show="true" %}}
+date="Mar 2024 — Dec 2024" show="true" %}}
-- Reproduced user-reported issues; wrote **concise repro steps** and a **known-issues + workarounds** note to reduce repeat questions.  
+- Reproduced user issues and wrote **concise repro steps**, **known-issues
-- Partnered with devs to **prioritize fixes** from impact-driven triage; confirmed resolutions and updated user-facing notes.  
+  workarounds**, and **onboarding/troubleshooting snippets** that reduced
-- Created short **onboarding/troubleshooting** snippets that cut new-user setup pings and improved first-contact resolution.  
+  **repeat questions**, improved **first-contact resolution (FCR)**, and kept
+  user-facing docs in sync with shipped fixes.
+{{% /resume/project %}}
 {{% /resume/section %}}
 
-{{% /resume/project %}}
-
 {{% 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
+- **Customer Support & Call Centre:** Active listening, empathy,
-- **Technical:** Microsoft 365, VPN/log basics, Linux basics
+  de-escalation, written/verbal communication, ticket
-- **Languages:** English; **Cantonese (fluent)**
+  triage/prioritization, **SLA awareness**, call/chat/email etiquette,
+  documentation & **KB** writing
+- **Technical:** **Microsoft 365**, **VPN/log basics**, **Linux**; 
+- **Languages:** **English**, **Cantonese (fluent)**
 {{% /resume/section %}}
 
 {{% resume/section "Education" %}}