Caroline Huang

• I have processed more than 2500 document authentication and 310 passport applications, helped team overcome post-Covid workloads challenges.
• I managed the reception, greeted customers, and provided friendly service and advice on visa, passport, and document authentication applications.
• I have delivered superior services, and have influenced team members on improving quality of customer service quality.

• I translated technical, medical, legal, commercial and government announcements.
• I delivered translated work to highest quality and within agreed timeframes, with an understanding of cultural context and purpose of use.

• I managed product complaint issues for customers; I was praised by colleagues as the friendliest agent to the customers, communication style and phone recording used for team training.
• I achieved an average of 95% for file quality and 95% for audit quality.
• My team and I achieved the lowest abandoned call rate (Zero abandoned calls most of the time) with seamless and effective rostering and file documentation time management.

• I communicated with stakeholders for visa application matters by email and phone on document verification, risk mitigation and phone interview.
• I assessed and made Resident Visa application decisions according to NZ immigration laws, procedures, and policies.

• I researched and wrote news stories and articles that feature New Zealand's political, social, and cultural topics and accurately translated stories from English to Mandarin.
• I wrote scripts and questions for interviews, bulletins, headlines and reports.
• I prepared and presented material for pre-recorded news clips and collaborated with the editor to assemble the completed programme and story visually and in written form.

· Taiwanese Hwa-Hsia Society, Auckland (2010 – 2012 part-time).

· Oriental Institute of Technology, Taipei (Jan – Jul 2007).

· Wenzao Ursuline University of languages, Kaohsiung (2004 – 2006).

· Mei-Ho High School & HESS English School (2002 – 2004).