Kexin Zhang
Leiden
Summary
A recent Master’s graduate in Social, Health, and Organizational Psychology, I combine analytical skills and psychological insights to optimize business processes. My experience in data analysis, customer service, and performance management has equipped me to develop evidence-based strategies and improve operational efficiency.
In my role as a Customer Experience Specialist, I handled customer inquiries, resolved delivery issues, and contributed to performance evaluation system development and employee training.
As an aspiring Business Analyst, I aim to leverage data to drive decision-making and foster continuous improvement.
Overview
6
6
years of professional experience
Work History
Customer Service Specialist
Packaly
12.2024 - Current
- Addressed customer inquiries regarding parcel tracking, delivery issues, and complaints, ensuring high customer satisfaction.
- Coordinated with logistics partners to resolve delivery delays or missing parcels, providing timely solutions.
- Managed returns and ensured smooth processing in line with company policies.
- Contributed to the development of the performance evaluation system and conducted new employee training to enhance customer service quality.
- Collaborated with the logistics team to improve shipping and delivery processes.
RESEARCH INTERN
Universiteit Utrecht - Self-Regulation Lab
02.2024 - 07.2024
- Project coordination: facilitated the "10 Years Up" project with data collection, data analysis via R programming & incentives allocation
- Team collaboration: played an integral part in the group with literature research, in-depth comprehensive analyses, and proactive participation
ASSISTANT PSYCHOLOGIST AND THERAPIST
Panyu District Maternal and Child Health Hospital
10.2022 - 12.2022
- Cognitive behavioral therapy: treated psychological disorders with a data-based approach (psychological assessments & case discussions)
EDUCATION DEVELOPMENT INTERN
Guangdong Institute of National Basic Education
04.2021 - 06.2021
- Course research: assisted math program optimization and development and overall curriculum enhancement
PSYCHO-EDUCATIONAL TEACHER
Guangzhou Muslim Primary School
05.2019 - 07.2019
- Behavioral support: assisted children with minority backgrounds around their learning goals, behaviors at school while mindful of cultural diversity
Education
Master of Science - Social, Health, and Organizational Psychology
Universiteit Utrecht
01.2024
Bachelor of Science - Applied Psychology
South China Normal University
01.2023
Skills
- R, SPSS, Python
- Advanced Excel & VBA
- Microsoft Office Suite
- E-prime
- Data-driven Project Management
- Effective Communication
- Proactive Teamplayer
- Analytical Thinking
LANGUAGES
Chinese: Native
English: Fluent
Dutch: Elementary
Timeline
Customer Service Specialist
Packaly
12.2024 - Current
RESEARCH INTERN
Universiteit Utrecht - Self-Regulation Lab
02.2024 - 07.2024
ASSISTANT PSYCHOLOGIST AND THERAPIST
Panyu District Maternal and Child Health Hospital
10.2022 - 12.2022
EDUCATION DEVELOPMENT INTERN
Guangdong Institute of National Basic Education
04.2021 - 06.2021
PSYCHO-EDUCATIONAL TEACHER
Guangzhou Muslim Primary School
05.2019 - 07.2019
Bachelor of Science - Applied Psychology
South China Normal University
Master of Science - Social, Health, and Organizational Psychology
Universiteit Utrecht
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