Edward Yang

Driven to exceed expectations, I leveraged my problem-solving abilities at Australia Post to enhance customer satisfaction and streamline sales processes. My expertise in customer relations and computer proficiency facilitated cross-functional team collaboration, significantly boosting brand credibility and sales revenue without exceeding a numerical mention. Proactive inbound/live chat/back office role with expertise delivering support services and resolving customer complaints. Trained in support software and deescalation techniques. Demonstrated competencies in operating multi-line phone systems, taking orders and updating documentation.

6.6.2023

To whom it may concern,
Edward Yang worked for me from October 2022 until June 2023 in the Customer Contact Centre of
Australia Post as an inbound agent assisting with consumer community calls, specialising in ID
services. My name is Anna Ramos and I was his direct line manager. During this time, I found Edward
to be a dependable member of our team.
Edward rose to challenges and was always open to developing his skills in customer service. He took
feedback well and proactively applied our coaching session plans to the work that we do. Edward set
monthly goals after identifying his opportunities, based on KPI statistics and Quality Assessment
reviews. He is dedicated to the role, is always compassionate to our customers and is committed to
still improving and learning by engaging leaders to assist. During my time as his manager I witnessed
Edward going above and beyond for a customer and when I asked him why he did it he replied with
“I could hear they needed help so I wanted to help them”.
An asset to our team for his lovely nature and personality, I encourage Edward to seek
opportunities. I am confident that any team he joins in the future will come to the conclusions as I
have, I strongly recommend Edward to any prospective employer.

Anna Ramos