YING YANG
Hamilton,QLD
Summary
Dedication to customer service has seen quick promotions to supervisor and training roles in a number of previous positions. Knowledgeable and dedicated customer service professional with extensive experience in Customer services/hospitality industry. Solid team player with outgoing, positive demeanour and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialise in quality, speed and process optimisation. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
14
14
years of professional experience
Work History
Customer Value Specialist
Bupa Australia
01.2022 - Current
- Drive sales productivity and customer satisfaction with both face-to-face and in/out-bound calls
- Communicated regularly with SME clients to understand needs, evaluate current product use and cross-sell new products.
- Provide on-site consultations/events/sessions for clients upon on request to maintain great partnership.
- Exceeded goals through effective task prioritization and great work ethic.
- Grew sales performance and other key metrics through training and marketing campaigns
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Maintained energy and enthusiasm in fast-paced environment.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
Restaurant Supervisor
Three Blue Ducks At W Hotel, Brisbane
01.2019 - 01.2022
- Coordinated team members with focus on productivity, efficiency, and enhancing customer experience.
- Boosted customer satisfaction and service delivery to strengthen customer loyalty.
- Coordinated with kitchen employees and front of house personnel to consistently drive smooth operations.
- Trained staff on operating procedures and company services, constantly touching base with team about customer experiences and following up with complaints and resolving problems according to our brand standards
- Supervising all operations within Three Blue Ducks restaurant, Living Room Bar, and In-room dining
- Catering and special events up to 220 guests
- Identifying and resolving any problems or guests concerns effectively
- Produced daily reports, duty logs, daily cash audit and payrolls
- Monitor wage cost and staffing accordingly
- Coordinated promotion of special menu items, motivating wait staff to increase sale of new specials and bundles.
- Assisting with menus layout design wherever is needed with my graphic design skills by using Adobe software.
Graphic Designer/ Marketing Associate
H1 Real Estate, Brisbane
12.2018 - 03.2019
- Redesigned company branding
- Developed creative design for print materials, brochures, banners and signs.
- Created digital image files for use in digital and traditional printing methods.
- Welcome & greeting customers as first contact
- Provide service to customers with options
- Prepare and design marketing material for owners/clients, such as new posters, property brochures to go alive on different platforms
- Prepared marketing material and solutions
- Stay up-to-date with new policies and real estate news
- Collaborated with vendors to ensure style consistency with other marketing materials
- Presented projects to internal clients
Supervisor/Barista/QLD Store-Based Trainer
Hudsons Coffee, Brisbane International Airport
01.2017 - 11.2018
- Scheduled staff shifts to cover peaks and lulls in customer demand.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Trained staff on operating procedures and company services
- Managed workflow to exceed quality service goals
- Daily ordering, stock taking, entering invoices, and cash handling
- Dealing with different suppliers and proficient use of POS & back-office software
- Organized breaks and shift changes/swaps
- Assisted staff in building their expertise of coffees, teas and merchandise
- Trained 25 employees in 12 months
Property Investment Consultant
H&T Realty Group
10.2015 - 10.2017
- Advertised client’s properties through websites, social media and real estate guides
- Accompanied buyers and sellers to their home inspections and appraisals
- Continually stayed up-to-date on mortgage rates and related real estate news
- Followed up with buyers regarding new developments in the surrounding area.
Barista/Manager
Espresso Boutique, Clayfield
07.2013 - 01.2017
- I started at Espresso boutique in July 2013 and was promoted to manager in July 2015
- Educated coworkers and customers about new products
- Trained 10 employees in 6 months
- Generated customer loyalty by remembering personal preferences and information.
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
Graphic designer
LIFE MEDIA Magazine
05.2013 - 01.2014
- Designed new on-brand visual elements to effectively convey concepts and messaging
- Met with customers to present mockups and collect information for adjustments.
- Completed final touches for projects such as images sizes and font selection.
- Worked with clients to gather and define requirements, establish scopes and managing project milestones.
- Collaborated with vendors to ensure style consistency with other marketing materials
- Generated new ideas with limited direction and varied internal client needs
- Presented projects to internal clients
- Carefully proofread labels and sales materials prior to printing.
Barista
Gloria Jeans 's Coffee, Fortitude Valley
07.2011 - 07.2013
- Made and served coffee/beverages each day with speed, quality and consistency
- Cleaned counters, machines, utensils and seating areas daily
- Complied with standards for merchandising, stocking and storing product
- Constantly expanded personal knowledge of coffee styles and varieties
- Generated customer loyalty by remembering personal preferences and information
- Memorized ingredients and recipes for specialty drinks.
Education
Certificate II - Customer Service
Viva College
QLD2016
BACHELOR OF CREATIVE INDUSTRIES - INTERACTIVE AND VISUAL DESIGN
Queensland University of Technology
Brisbane, QLD06.2013
Skills
- Flexible and Adaptable
- Collaboration
- Conflict Resolution
- Customer Service
- Self-motivated professional
- Good listening skills
- Data Entry
- Responsible
Additional Information
Lulu Liang (Bupa Australia - Indooroopilly Store Leader) Ph:0412 216 674
Narinder Singh (W Hotel Beverage & Food Director) Ph: 0439 698 117
Michael Newbury (Three Blue Ducks Restaurant General Manager) Ph: 0412 064 959
Blake Walker (Emirates Leisure Retail Australia) Ph:0438 189 704
Other references are available upon request.
Languages
Chinese (Mandarin)
Native or Bilingual
English
Full Professional
Chinese (Cantonese)
Full Professional
Timeline
Customer Value Specialist
Bupa Australia
01.2022 - Current
Restaurant Supervisor
Three Blue Ducks At W Hotel, Brisbane
01.2019 - 01.2022
Graphic Designer/ Marketing Associate
H1 Real Estate, Brisbane
12.2018 - 03.2019
Supervisor/Barista/QLD Store-Based Trainer
Hudsons Coffee, Brisbane International Airport
01.2017 - 11.2018
Property Investment Consultant
H&T Realty Group
10.2015 - 10.2017
Barista/Manager
Espresso Boutique, Clayfield
07.2013 - 01.2017
Graphic designer
LIFE MEDIA Magazine
05.2013 - 01.2014
Barista
Gloria Jeans 's Coffee, Fortitude Valley
07.2011 - 07.2013
Certificate II - Customer Service
Viva College
BACHELOR OF CREATIVE INDUSTRIES - INTERACTIVE AND VISUAL DESIGN
Queensland University of Technology
Similar Profiles
JADE INGRAMJADE INGRAM
Ancillary Network Account Manager SA/WA/NT at BUPA AustraliaAncillary Network Account Manager SA/WA/NT at BUPA Australia
MELISSA LENNARDMELISSA LENNARD
Customer and Digital Advisor at BUPA AUSTRALIACustomer and Digital Advisor at BUPA AUSTRALIA
Julia TuJulia Tu
Corporate Ambassador at Bupa AustraliaCorporate Ambassador at Bupa Australia
Ip WongIp Wong
Carpenter at McNab ConstructionCarpenter at McNab Construction
Amelia SutcliffeAmelia Sutcliffe
Transport Administrator at Russell TransportTransport Administrator at Russell Transport