Kaijia Yu

Professional Skills

• Operational Optimization: Streamlined processes and optimized workflows to enhance response times for critical incidents. Applied meticulous methods and pre-prepared templates to handle both complex and routine events effectively.
• Customer Service: Communicated with customers via phone and email, delivering exceptional global service that exceeded expectations. Addressed customer feedback thoroughly, engaged in quality assurance, and actively sought improvement suggestions.
• Strong Communication Skills: Demonstrated expertise in professional English communication to effectively align customer needs with services, actively listening to client concerns, and providing tailored support from a professional standpoint.
• Proficient in MS Office Suite: Utilizing Excel for data analysis, event tracking, and error recording. Documented work summaries and reflections using MS Word, and communicated effectively with team members via Teams.
• Team Support: Actively assisted colleagues during busy periods, participated in quality assurance activities, and trained new employees. Provided clear explanations and used strong listening skills to enhance team performance.

Key Achievements

• Enhanced Operational Efficiency: Streamlined and optimized workflows, significantly improving response times for critical incidents. Maintained a top 5% performance ranking by effectively handling an average of 20 complex and 1000 routine events daily through detailed event categorization, shortcut use, and pre-prepared templates.
• Exceptional Customer Service: Managed daily communications with 20 customers via phone and email, providing high-quality service that surpassed expectations and fostered long-term relationships. Proactively addressed customer feedback, conducted thorough quality assurance, and reported issues for continuous improvement.
• Proficient in MS Office Suite: Utilized MS Office tools for comprehensive work documentation and data analysis. Tracked event IDs and details in Excel, recorded errors, ensured proper archiving, and shared insights to minimize future mistakes. Summarized work and reviewed performance in MS Word, and facilitated team communication via Teams.
• Coordinated Team Support: Provided proactive support to colleagues during peak times, contributed to quality assurance activities, and ensured customer satisfaction. Documented and analyzed incidents for internal training, and used listening skills and clear explanations to train new employees and enhance overall team performance.

Professional Skills

• Marketing and Promotion: Initiated and executed the launch of QR code ordering in Canberra from scratch. Conducted market research, analyzed competitors, identified unique selling points for YAMI’s products, and ran advertising campaigns across various platforms to enhance visibility.
• Employee Training: Interviewed over 40 candidates in Sydney, Canberra, and Melbourne, successfully recruiting and training 10 marketing specialists. Provided comprehensive training on product knowledge, communication skills, and promotional techniques.
• Customer Service: Addressed merchant payment issues and technical difficulties by coordinating with the technical lead. Handled user feedback and complaints to ensure a high-quality experience for all users.
• Fast Learning: Quickly adapted to new areas by studying successful promotional strategies and sales techniques, and actively shared insights and experiences during company meetings.

Key Achievements

• KPI Tracking System Development: Developed a KPI tracking system using YAMI’s management platform, enhancing team performance visibility, reducing report generation time, and improving accuracy.
• Technical Adaptation and Feedback Management: Managed hardware adaptation and IP configuration, collected user feedback, and communicated with the development team for product improvements.
• Successful Market Expansion: Expanded YAMI’s QR code ordering system from 50 restaurants in Canberra to Sydney and Melbourne.
• Effective Recruitment and Onboarding: Supported HR in recruitment, created induction tools and resources, and facilitated efficient onboarding as the team grew from 4 to 30 members across multiple cities.