Yi Jie (Carissa) Zou
Endeavour Hills
Summary
A detail-oriented team player with over three years of experience in customer service and luxury sales. Able to build client relationships and problem solve client needs. Strong communication and interpersonal skills, which contribute to fulfilling monthly KPIs achievements in both sales and quality control.
Overview
2
2
years of professional experience
Work History
Frontline Operations Officer
Australian Taxation Office
05.2024 - Current
- Provide information to clients, accurately respond to routine questions, discuss appropriate solutions and escalate issues as required to resolve enquiries in accordance with set guidelines
- Provide written and verbal advice, negotiate and assist clients on basic and routine queries in relation to their payment and lodgement obligations
- Interrogate data systems, internally and externally to obtain the right outcomes
- Implemented processes that simplified procedures and reduced average processing time.
Host
MECCA
04.2023 - 04.2024
- Enhanced client satisfaction by providing personalised makeup and skincare product recommendations
- Consistently participated in voluntary training about new product launches and brand releases
- Facilitated customer teaching workshops in a fast paced retail environment
- Collaborated with a large group of team members to improve store performance
- Contributed to achieving monthly sales KPI through effective upselling of makeup products and services
Sales Associate
Bonpoint
07.2022 - 02.2023
- Maintained set monthly sales KPIs of $10,000 and increased client base.
- Supervised online store, purchasing, packing and shipping new orders.
- Organized racks and shelves to maintain store visual appeal, engage clients, and promote specific merchandise.
- Monitored service after sale and implemented quick and effective problem resolutions.
- Gained client trust and confidence by demonstrating persuasive and composed professional demeanour.
- Trained new employees on customer service, money handling and organizing strategies.
Education
Bachelor of Commerce And Arts - Marketing And Chinese Studies
Monash University
Melbourne, VIC06.2025
Skills
- Multilingual (English & Mandarin)
- Proficient in Microsoft Office
- Data Entry
- Conflict Resolution
- Research in both academic and business resources
- SPSS
Accomplishments
- Rewarded a HD for participating in creating a promotional plan for a newly launched financial application for kids. This involved researching market space, determining target audience, designing advertisements, selecting marketing outlets etc.
- Rewarded a HD for participating in a marketplace simulation for launching a new brand. This involved analysing market environment, developing KPIs, implementing strategies for growth, statistical analysis etc.
Timeline
Frontline Operations Officer
Australian Taxation Office
05.2024 - Current
Host
MECCA
04.2023 - 04.2024
Sales Associate
Bonpoint
07.2022 - 02.2023
Bachelor of Commerce And Arts - Marketing And Chinese Studies
Monash University
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