Eunice Chido

Seller Support Associate - Incident Resolution                   (Remote 4 months Contract)

Emerging Travel Group

• Provide end-to-end support for B2B and B2C clients, handling incident resolution, account issues, and operational inquiries efficiently.
• Resolve complex seller and partner issues with empathy, clear communication, and problem-solving, ensuring timely first-contact resolution.
• Collaborate with internal teams across operations, logistics, and tech to escalate and resolve high-priority incidents.
• Use company-approved tools to track, analyze, and close incidents, preventing recurring issues and improving process efficiency.
• Maintain top-tier metrics in response time, quality, and customer satisfaction, consistently exceeding SLAs.
• Contribute to team success by mentoring new colleagues, sharing best practices, and fostering a collaborative, solution-focused environment

Client Support Associate,                                                                    May 2023–April 2025 

(Anantara Hotels & Resorts)

• Resolved complex concerns for guests, partners, and stakeholders through empathy, active listening, and clear communication, ensuring smooth first-contact resolution.
• Analyzed recurring challenges reported to HQ, recommended workflow improvements, and streamlined communication channels, reducing response time.
• Trained and mentored new HQ support staff, accelerating their ability to meet service standards and strengthening overall team productivity.
• Consistently exceeded corporate KPIs (quality, responsiveness, and attendance) while upholding brand policies and organizational service-level agreements
• Delivered high-quality guest and client support from the hospitality headquarters, managing 50+ daily service requests while maintaining 95%+ satisfaction ratings

Customer service & Client Care Representative,                               Jan 2019–Dec 2022

(Hangzhou Jingmai Network Technology Co., Ltd)

• Provide support to global clients and sellers, leveraging multilingual translation tools to ensure accurate and efficient communication.
• Manage sensitive and high-priority customer cases with professionalism, adhering strictly to compliance and service-level standards.
• Partner with internal teams to resolve escalations and improve workflows, contributing to a 10% increase in customer satisfaction scores.
• Drive customer-centric solutions by gathering insights from client interactions and sharing feedback with leadership for continuous improvement.
• Contribute to a positive team environment by collaborating, sharing best practices, and maintaining a strong culture of trust and accountability.
• Recognized for consistently maintaining top-tier performance metrics and demonstrating flexibility with shifts, weekends, and holiday schedules.

Accounting Intern                                                                                       Mar 2018

Zhejiang Gongshang University

• Assisted with accounts payable and receivable, ensuring accurate and timely processing of invoices and payments.
• Reconciled financial statements and supported month-end closing procedures, reducing errors and improving reporting accuracy.
• Maintained organized financial records and documentation, contributing to audit readiness and compliance.
• Collaborated with senior accountants to analyze variances and provide insights for management decision-making.
• Gained hands-on experience with accounting software and Microsoft Excel, improving efficiency and reporting capabilities.

B.com Management Accounting -                                                Sept 2016–Jun 2020

Zhejiang Gongshang University