Yuki Liao
Team lead
Melbourne,VIC
Summary
People-oriented Team Leader successful in monitoring performance, delegating work and motivating members. Versed in managing daily direction and team communication. Collaborative and resourceful professional dedicated to identifying challenges that need to develop and deliver creative solutions.
Overview
2
2
years of professional experience
Work History
Student Recruitment Officer- Team Leader
Box Hill Institute
Box Hill, VIC
02.2023 - 01.2024
- Led and mentored a team of 9 Student Recruitment Officers, ensuring timely solutions and customer satisfaction.
- Effectively managed escalated customer concerns, collaborating with the business to provide solutions.
- Conducted regular team meetings to acknowledge accomplishments and identify opportunities for process enhancement, while also adjusting the team's focus based on external feedback.
- Collaborated proactively with internal departments to create and implement standardized procedures, reducing repetitive tasks and lowering error rates by 20% to boost overall efficiency.
- Facilitated training and onboarding initiatives tailored to the evolving needs of the business, ensuring that team members were well-prepared and aligned with organizational objectives.
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
Student Recruitment Officer-ICT in EDL
Box Hill Institute
Box Hill, VIC
10.2022 - 02.2023
- Played a pivotal role in ensuring timely information and prompt solutions to prospective students, contributing to the success of the Jobs Victoria Program-Earn and Learn project.
- Reviewed students' eligibility for government subsidies and assessed enrollment applications, enhancing the overall customer experience.
- Utilized Student portal- TechnologyOne and Salesforce to follow up on students' applications.
- Collaborated with internal teams to develop the student experience.
Customer Contact Centre- Team Member
Box Hill Institute
Box Hill , VIC
01.2022 - 10.2022
- Cultivated robust customer relationships by delivering exceptional service, which played a pivotal role in achieving productivity and profitability goals through a systematic 4-step sales approach.
- Managed escalated customer service issues adeptly, safeguarding customer satisfaction and nurturing enduring business partnerships.
- Supported the training of new team members, ensuring alignment with approved training materials and processes.
- Effectively handled a substantial volume of daily calls using a call management system and web-based communication tools.
Education
Bachelor of Business - Management
Swinburne University of Technology
Melbourne12.2020
Skills
- Team Supervision
- Shift Scheduling
- Work Planning
- Complaint resolution
- Quality Improvement
- Problem-Solving
- Teamwork and Collaboration
- Client Support
- Leadership
- Salesforce
Websites
Timeline
Student Recruitment Officer- Team Leader
Box Hill Institute
02.2023 - 01.2024
Student Recruitment Officer-ICT in EDL
Box Hill Institute
10.2022 - 02.2023
Customer Contact Centre- Team Member
Box Hill Institute
01.2022 - 10.2022
Bachelor of Business - Management
Swinburne University of Technology
Similar Profiles
Maria MoraitisMaria Moraitis
Cafe Assistant/Supervisor at Box Hill InstituteCafe Assistant/Supervisor at Box Hill Institute
Adrian ElvesAdrian Elves
Education Site Manager & Course Area Manager at Box Hill InstituteEducation Site Manager & Course Area Manager at Box Hill Institute
RONG SHIRONG SHI
Junior groomer at Pets On Elgar Grooming Salon (Box Hill Institute)Junior groomer at Pets On Elgar Grooming Salon (Box Hill Institute)