Nicholas Lai
Beveridge
Summary
Customer Satisfaction, strong leadership and workflow optimisation are my core values in a customer experience workplace setting. Striving to meet KPIs, I implement processes where needed and am always open to learning ways that optimise workflows in relevant areas. Clear communication between stakeholders is a skill that I have honed throughout my working career which I take pride on.
Overview
8
8
years of professional experience
Work History
Freelance Events Manager
Self-employeed
02.2023 - 07.2025
- Managed administrative logistics of events planning, event booking, and event promotions.
- Liaised with relevant stakeholders on a daily basis to achieve desired outcomes.
- Delivered prompt payment for event vendors, venues, staff and transportation providers.
- Researched and identified new vendors and suppliers to obtain competitive pricing.
- Managed a large clientbase and tailored to their needs
- Developed and distributed event surveys to gather feedback and assess event success.
Operations Officer
Afterpay
12.2018 - 10.2020
- Conducted various undertakings within Afterpay's departments; specifically Customer Service, Collections, Fraud, Operations, Merchant Services.
- Skilled in managing support tickets using Zendesk and Afterpay's internal portal.
- Manned call centre stations creating positive experiences for clients.
- Learned and implemented daily and emergency processes efficiently.
- Boosted workflow production across all teams by creating and implementing new macros.
Kitchen Hand
Gami Chicken and Beer
05.2021 - 05.2022
- Headhunted to join the Gami Chicken and Beer team at their Southland location to ensure success in the store's reopening by new management.
- Participated in producing the highest grossing franchise location in under a year.
- Boosted customer satisfaction ratings by more than 50% after implementing new Standard Operating Procedures specifically within the customer service team.
- Actively promoting an efficient working environment.
- Became an efficient member of the kitchen and customer service team.
Customer Experience Chief
McDonald's
01.2020 - 12.2022
- Spearheaded the implementation of new standards and processes pertaining to customer experience which resulted in a 250% boost in ratings across Medallion and Google Reviews.
- Utilised McDonald's internal CRM and resolved customer complaints and feedback within appropriate timeframes.
- Highly adaptable in an ever-changing fast-paced environment whilst meeting daily KPIs.
- Tailored a bespoke customer experience to over 400 customers daily.
- Supervised a team of Customer Experience Specialists and all Crew Members in a management role.
- Handled complaints, provided appropriate solutions, and alternatives and followed up to achieve resolution.
- Conducted regular constructive one-on-ones with team members based on feedback and observation.
Crew Member
McDonald's
04.2017 - 01.2020
- Excelled in a training program revered across industries which fostered my ability to develop my communication and time management skills while showing high adaptability.
Education
Diploma - Interior Design
Swinburne University of Technology
Advanced Diploma - Building Design (Architectural)
Box Hill Institute
VCE -
Wheelers Hill Secondary College
12.2017
Skills
- Leadership Skills
- Communication Skills
- Efficient Learner
- Customer Service
- Ability to Work in a Team
- Ability to Work Under Pressure
- Adaptability
- Microsoft Office Suite
Languages
English
Native or Bilingual
Cantonese
Professional Working
Timeline
Freelance Events Manager
Self-employeed
02.2023 - 07.2025
Kitchen Hand
Gami Chicken and Beer
05.2021 - 05.2022
Customer Experience Chief
McDonald's
01.2020 - 12.2022
Operations Officer
Afterpay
12.2018 - 10.2020
Crew Member
McDonald's
04.2017 - 01.2020
Diploma - Interior Design
Swinburne University of Technology
Advanced Diploma - Building Design (Architectural)
Box Hill Institute
VCE -
Wheelers Hill Secondary College
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