Yang Xu
Auckland,New Zealand
Summary
To take a challenging position to apply personal skills and ultimately contribute to the success and profitability of an organization. To achieve personal and professional excellence in diverse and challenging environments.
Result-oriented, adept at communication at all levels, career-focused and energetic individual. This working experience has allowed myself to become a patient, outgoing person and have developed the ability of coping with pressure. I am able to handle multiple tasks, meet deadlines and to provide with more than satisfactory results.
Overview
7
7
years of professional experience
Work History
Customer Support Administrator
Tank Juice
03.2023 - 02.2024
- Effectively manage and investigate all customers complaints, engaging with TANK customers on a regular basis, with a view to maintaining positive outcomes
- Proactively take steps to ensure that customer satisfaction will be prioritized
- Ensure that TANK customers are replied to appropriately, and in timely manner
- Provide summaries to the responsible Area Manager and following up on the prompt actions required to ensure that the issue has been addressed and that the appropriate actions were taken
- Manage CCTV investigations into customer & staff issues and creating documentation
- Maintain accurate record for all complaints and its outcomes, and archive as required
- Managing effective engagements with stores, ensuring that using expertise in communication to ensure that messages will deliver the expected outcome
- Identifying on-going and frequent performance and /or behavioural issues, to create training, learning and development priorities for the “Fielder Trainer” & “Area Manager”
- Ensure all Food Safety related complaints are investigated correctly and follow up on the required action completion
- Ensure all customer vouchers are issued and sent inside the designated time frame
- Work alongside the TANK Finance team to ensure refunds are reviewed and paid to customers inside the designated deadlines
- Work alongside the TANK Marketing Team to ensure all TANK Marketing collateral is managed appropriately accordingly
- Provide periodic reporting as required, including complaints and Google reviews summaries that help the Operations Team identify issues and trends
- Work alongside the TANK Human Resources Team to build relevant training issues related to customer service, focused on exceeding customer expectations and an aspiration to eliminate all customer complaints.
Regional Manager - Central of Auckland
Tank Juice
05.2022 - 03.2023
- To provide leadership, support, training and direction to the assigned region, with the overall objective to: Maximize the long-term profitability and reputation for the stores
- Enhance leadership capability of the store management team
- Develop long term and sustainable talent pipeline
- Build a positive store culture and trusting relationships with the store teams
- Cost of goods (COGs) control
- Wages / labor management
- Training the store manager (if needed)
- Ensure the customer service are met the standards
- Training store manager and staffs about the Food Safety knowledge and supervise them are follow the regulations
- Visit stores weekly with written visit notes
- Staff performance issue: one on one form, file notes, disciplinary documents.
Assistant Manager & Store Manager
Tank Juice
07.2017 - 11.2021
- Customer service and ensure standards of customer service are met
- Greeting customers
- Inventory control
- Order stuffs from different suppliers for daily using
- Ensure store running properly and assist store manager completing management paperwork and training new / senior staffs
- Respond to customers enquiries / complaints in a timely manner and solve issues
- Use efficient communication with supervisors and staffs, to ensure accuracy, efficiency, and high-standard
- General cleaning and maintain.
Education
Master in Management -
Massey University
Auckland04.2019
Skills
- Empathy and patience
- Strong Organization
- Client Relationship Building
- Complaint Handling
- Complaint resolution
- Communication Skills
- Professional customer service skills
- Exposure to diverse ethnic groups and cultures, hence, can work well with people who are from various cultures
- Time Management and Organizational Skills
- Abilities of prioritizing and managing tasks to meet strict deadlines
Honoursandawards
- China Tourist guide certificate, 01/2013
- Awarded the Excellent Internship student in Bachelor University, 06/2013
- Test for English Major-Band 8, 06/2013
Professionalaptitude
- Retails/store Management: Achievement of 6 years food retailer experience. Able to guide and lead team to successfully drive and complete missions. Ability of think strategically. Strong planning and decision-making skills. Specialized in:
- Identify and anticipate customer needs
- Emergency and food safety management
- High Volume Operations
- Team building & training
- Store stocking & ordering
- Customer Service: Implementation of team and management to ensure constant improvement in customer satisfaction. Abilities of investigating customer complaints and keeping customers.
- Problem Solving: Abilities of problem solving and troubleshooting independently in a commercial environment. Proven ability of interpreting and analysing complex information.
Preferredcontactmethod
E-mail / Text message
Personal Information
Visa Status: Resident Class Visa of New Zealand
References
- Betsy Wang, Bcywang@gmail.com
- Grace Lupton, graceleighlupton@gmail.com
Languages
Chinese (Mandarin)
Native or Bilingual
Timeline
Customer Support Administrator
Tank Juice
03.2023 - 02.2024
Regional Manager - Central of Auckland
Tank Juice
05.2022 - 03.2023
Assistant Manager & Store Manager
Tank Juice
07.2017 - 11.2021
Master in Management -
Massey University
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