Summary
Overview
Work History
Education
Skills
Languages
Timeline
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JIAN DENG

Madrid

Summary

Customer operations and e-commerce professional with 3+ years of experience in cross-border markets. Managed 100,000+ orders with complaint/refund rates kept below 1%. Skilled in aftersales workflow optimization, data-driven problem solving, and KPI tracking to improve service efficiency. Multilingual communicator (Mandarin, Cantonese, English) with proven ability to coordinate across teams and markets.

Overview

3
3
years of professional experience

Work History

Freelance KOL Marketing Specialist

GrowMaxValue
06.2024 - 06.2025
  • Managed 50+ KOLs (TikTok/IG/YouTube) for product seeding & performance campaigns; reached 1.2M+ views.
  • Produced creator briefs, scripts, and review rubrics to lift content quality and conversion.
  • Coordinated creator pipeline & retention (Lark groups), improving delivery reliability and on-time posting.
  • Drove campaign performance (e.g., 800K+ impressions; CTR above benchmark) via iterative creative testing.

TikTok Shop Seller (UK & US Markets)

Self-employed
04.2022 - 06.2025
  • Processed 100,000+ orders, keeping complaint/refund rates below 1% through structured workflows.
  • Optimized aftersales operations (returns, exchanges, refunds) and coordinated with logistics/warehouse teams to ensure end-to-end resolution.
  • Configured FAQs into the platform’s auto-reply system, improving response speed and service efficiency.
  • Conducted refund/return root-cause analysis and shared insights with suppliers, reducing recurring issues by 15%.
  • Built and managed 2,000+ KOCs and 200+ KOLs, launching campaigns that increased brand exposure by 40%+ and drove conversions.
  • Achieved monthly sales of $100K+ while maintaining stable service quality and customer retention.

Education

Master of Arts - International Journalism

Liverpool John Moores University
Liverpool, UK
01.2019

Bachelor of Arts - Bilingual Broadcasting

Zhejiang University of Media And Communications
China
06-2018

Skills

  • Aftersales Operations
  • Customer Service & Complaint Resolution
  • Data Analysis & Root Cause Problem Solving
  • E-commerce Operations
  • Influencer & KOC Marketing
  • Cross-cultural & Multilingual Communication

Languages

  • Mandarin, Native
  • Cantonese, Native
  • English, Professional Proficiency

Timeline

Freelance KOL Marketing Specialist

GrowMaxValue
06.2024 - 06.2025

TikTok Shop Seller (UK & US Markets)

Self-employed
04.2022 - 06.2025

Master of Arts - International Journalism

Liverpool John Moores University

Bachelor of Arts - Bilingual Broadcasting

Zhejiang University of Media And Communications

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JIAN DENG