Customer Support Specialist | APAC Account Manager | AI Project CS Stakeholder at EBC Financial Group
Text
Prompt + Response Writing (SFT)Served as a Customer Support stakeholder for an enterprise AI automation initiative, contributing to Salesforce/Confluence-based intent classification and LLM/RAG support workflow design. Built and operationalized a bilingual English/Chinese response template framework to standardize how support answers are produced for different issue categories. Supported knowledge-content organization and response-logic alignment to improve downstream intent routing and human handoff quality. • Created and maintained 200+ bilingual response templates across seven operational categories. • Represented customer support needs for intent classification and LLM/RAG knowledge workflows. • Designed training materials and logic for onboarding new team members based on MT4/5 and support workflows. • Maintained QA and CSAT performance while handling time-critical, complaint-sensitive cases to validate AI-assisted processes.