Leslie LIAO
Canberra
Summary
Results-driven candidate with successful track record of providing administrative support in busy office environments and public sector. Adept at handling multiple projects and prioritizing tasks. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Student Support Officer
Canberra Institute Of Technology
06.2024 - Current
- Mentoring or providing support to students who need assistance.
- Attending phone calls and being the first point of contact for a wellbeing team.
- Engaging with students on a daily basis and handling enquiries.
- Maintaining student records and files and other administrative tasks.
- Evaluated the effectiveness of current student support initiatives through regular assessments, making recommendations for improvements where necessary.
Administrative Services Officer
Electrical Inspections Team Access Canberra
04.2023 - 06.2024
- Streamlined office processes by implementing efficient administrative systems and procedures.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted in the preparation of detailed reports for senior management, ensuring accuracy and timeliness of information.
Store Manager
APG & CO
04.2022 - 04.2023
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Trained team members in successful strategies to meet operational and sales targets; Conducted daily staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
Assistant Store Manager
Marcs And David Lawrence
09.2020 - 04.2022
- Assisted customers with prompt and polite support in-person and via telephone.
- Collaborated with the Store Manager with operational tasks including rostering, staff recruiting
- Assisted with implementing visual merchandising or stock counts and stock takes where required; report all loss prevention incidents and store discrepancies.
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Successfully upgrade Myer Concession Store from Tier-D to Tier-B, 30% over Annual Budget during financial year 2020-2021; Store Loyalty signup rate reach 75%
Customer Service Assistant
David Jones
08.2018 - 09.2020
- Fielded customer questions to share information about products, availability and pricing.
- Responded to customer requests for products, services and company information.
- Assist with driving sales and profit ensuring the achievement of all KPI's
- Handle customer enquires and complaints and escalates where appropriate.
- Achieve KPI targets for David Jones American Express Card sign ups; Actively encourage customers to sign up to the David Jones Rewards program.
Education
Bachelor of Commerce - Accounting
Australian National University
12.2019
Skills
- Excellent time management skills with the ability to work under pressure and develop local procedures within own work area
- Impeccable client point-of-contact with a strong focus on conversation, highly result orientation
- Proven organisational skills, ability to prioritise own workload, highly adaptable to change and ambiguity
- Excellent telephone and personal communication manner
- Human Resources Oversight
- Data entry and analytical skills
- Technology literate, with computer experience in Microsoft Suite, Google Applications, Webex
- Multilingualism with proficiency in English, Mandarin, Cantonese
- A mature attitude, integrity, punctuality and reliability
Certification
- Current Drivers Licence and a reliable vehicle
- First Aid and CPR
- Working With Vulnerable People Registration
- National Police Check
Timeline
Student Support Officer
Canberra Institute Of Technology
06.2024 - Current
Administrative Services Officer
Electrical Inspections Team Access Canberra
04.2023 - 06.2024
Store Manager
APG & CO
04.2022 - 04.2023
Assistant Store Manager
Marcs And David Lawrence
09.2020 - 04.2022
Customer Service Assistant
David Jones
08.2018 - 09.2020
Bachelor of Commerce - Accounting
Australian National University
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