Celia Li

Dedicated and resourceful stay-at-home mom with a passion for creating a nurturing and supportive environment for children

Company Overview: MediaToday Group is the largest news and entertainment platform for Chinese-speaking audiences all across Australia. Atracting120,000 users to its apps on a daily basis by 2022. I successfully relaunched the Victorian practice in Melbourne i.e Melbourne Today Pty Ltd.

Responsibilities:

• Responsible for overall operation and leading a team of 16 staff in Melbourne and worked effectively with teams across Australia and in China.
• Provided outstanding service to all individuals, promoting effective, and lasting business relationships.
• Monitor industry trends and competitor activities to identify opportunities for business development.
• Through effective relationship management, built a solid client base consisting of200+ clients across Australia
• Formulating, implementing and managing strategic business plans of clients account to ensure an optimal level of service is provided at all times.

Achievements:

• Relaunched the MediaToday app resulting in100% growth in daily active users.
• Defined and achieved first year revenue growth 130%.

• Key Responsibilities & Achievements
• Responsible for overseeing daily operations of the branch, including staff supervision and leadership, customer service, implementation of marketing and promotional initiatives, financial management, HR management and compliance
• Developed and implemented operational frameworks, policies and plans to ensure the store performed efficiently across all areas
• Built a team of inspired, motivated and high-performing staff
• Adopted a customer-centric approach to identify customer needs and develop new products to meet such needs
• New products developed and implemented led to higher client engagement rates and business growth
• Store revenue grew from68% to108% FY17
• Identified and actioned potential business opportunities, through effectively engaging with a range of stakeholders and leveraging existing relationships
• Also developed and executed impactful business development strategies focused on attracting new revenue
• By June2018, the store was the highest performing store in NSW

• Key Responsibilities & Achievements
• Assisted the Branch Manager with their responsibilities, and oversaw branch operations as2IC
• Promoted to this position as a result of consistently exceeding KPI’s and expectations in previous role (below)
• Consistently exceeded store performance targets by between120% and150%
• Successfully resolved all client complaints and concerns, and established strong customer relationships resulting in higher levels of customer satisfaction

• Key Responsibilities & Achievements
• This position was varied and primarily involved with assisting sales and customer service duties, as well as key initiatives (predominantly promotional) rolled out in the business
• Established and retained strong, productive and trusting relationships with a range of stakeholders, including customers, suppliers, business partners and staff
• Identified business opportunities and transformed the same into profitable business
• Effectively managed accounts, providing ongoing education, assistance and support, to retain existing business and attract new business through referrals / recommendations
• Maintained updated market knowledge through constant market and competitor research

• Key Responsibilities & Achievements
• Be the first point of contact
• Be the primary contact for Medibank customers, delivering outstanding customer service, exhibiting product knowledge and expertise
• Reviewed claim benefit and claim escalations for Medibank’s members
• Assisted and managed the customer’s inquiries by phone and face to face
• Raised and followed up cases with internal stakeholders and ensure customer’s inquiries have been resolved