Anthony Yu Tser Tsai
Richmond,Canada
Summary
Operations professional with a proven track record of improving customer satisfaction and operational efficiency. Proficient in optimizing processes, leading teams, and developing strategic plans. Emphasis on fostering collaboration and adaptability for maintaining smooth operations and delivering high-quality services. Recognized for strong problem-solving skills and clear communication abilities.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Operations Manager, Customer Experience
Lifeline Extended Auto Services
10.2023 - Current
- Streamlined customer feedback processes to enhance service delivery and operational efficiency.
- Implemented training programs for staff, improving service consistency and team performance.
- Analyzed customer satisfaction data to identify trends and inform strategic improvements.
- Developed cross-functional collaboration initiatives to align departments on customer experience goals.
- Mentored junior staff in best practices for handling complex customer issues and escalations.
- Led process improvement projects that reduced response times for customer inquiries by optimizing workflows.
- Developed comprehensive onboarding and training programs for new employees, accelerating their integration into the team environment.
- Drove a culture of continuous improvement by encouraging employee feedback and implementing changes as needed.
- Oversaw vendor relationships, ensuring timely delivery of products and services while maintaining cost controls.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Assisted in recruiting, hiring and training of team members.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
Finance/Pricing Analyst Manager
Canada Drives
10.2018 - 09.2023
- Reporting to national finance/pricing manager, responsible for training new staffs, providing insight/feedback on customer's credit/financial situations, setting prices in for all vehicles in inventory and:
- Closing sales after presentation as well as following up on satisfaction
- Building rapport with customers from cold calling
- Resolving customer conflicts/concerns and issues
- Training and development of employees
- Supervising pricing team on completing tasks set by managers
- Motivate team and provide positive feedbacks
- Accurate and profitable pricing of vehicles for company
- Constantly reviewing/adjusting prices of vehicle making sure they are up to market price standards
- Assisting underwriting/finance department to meet bank guidelines
- Assisting buying team with making sales and ensuring a profit for the company
- Fast problem solving and analytical skills
- Reviewing issues/damages of vehicles and re-adjusting prices
- Build sale proposals including payment plans for customers
Store Manager
RedBeef Noodle Kitchen
10.2017 - 10.2018
- Reporting to the CEO with responsibilities including effectively recruiting and managing staffs, overseeing operations, generating financial reports and:
- Recruit, train and develop quality talents for required positions
- Promoting a diverse, inclusive and positive work environment
- Managing compensation and benefits packages
- Handling customer's complaints in a calm and professional manner
- Supervising 20 - 25 employees and maintaining high standards at all times in the workplace
- Creating policies and safety protocols for front and back of the house
- Calculating all employees tips and salaries and adjusting according to performances
- Providing weekly meetings and motivating employees with positive feedbacks
- Resolving any conflicts between employees as well as suppliers
- Training/leading employees and creating schedules bi-weekly
- Handling advertisements using different social media platforms
- Maintaining financial and statistical records
- Overseeing stock control and pricing
- Working effectively with different suppliers with purchasing and scheduling deliveries
- Working closely with kitchen manager on team work and efficiency
Rogers Business Sales (Business account manager)
Rogers Communication
11.2015 - 09.2017
- Reporting to the sales manager with duties including negotiating effectively with businesses on corporate plans, designing strategies to generate sales revenue and:
- Responding/resolving to all business accounts disputes and conflicts
- Managing 10 to 150 accounts for each business
- Working closely with CEO/managers of different businesses on account migrations and issues
- Preparing and compiling sale proposal documents
- Providing excellent negotiating skills and closing abilities
- Providing account management to customer's family members
- Providing phone delivery services for businesses
Senior Sushi Chef
Taka Sushi
10.2012 - 10.2015
- Responsibilities include:
- Serving/creating sushi dishes to customers while working in a fast paced environment
- Supervising 3 other sushi chefs on quality of food as well as training them to restaurant standards
- Motivating team and providing positive feedbacks
- Excellent knowledge on preparing raw fish, fresh vegetables and rice
- Assessing freshness of ingredients in sushi bar and kitchen
- Working effectively with suppliers with delivery schedules
- Delegate tasks to team members
- Ensuring appealing plate presentation before serving customers
Automotive Service Technician
KIA Motors
08.2010 - 08.2012
- Responsibilities include:
- Resolving customer issues and building a loyal clientele
- Inspected and tested cars, performed maintenance such as engine tune-ups, lubrication, routine oil changes, tire rotations and wheel balancing, and kept equipment clean and ready for use.
- Using tools like infrared engine analyzers, compression gauges, and diagnostic devices, test drive vehicles and inspect parts and systems.
- Observed checklists to make sure all crucial components, including belts, hoses, steering systems, spark plugs, gasoline and brake systems, wheel bearings, and other potentially problematic areas, were evaluated.
- Replacement of the vehicles' batteries, fuel filters, air filters, and spark plugs
- Responsible for diagnosing and fixing vehicle issues such as radiator, thermostat, battery replacement, tune-up, head and tail lamps, brakes, and rotors.
- Testing, fixing and maintaining vehicles
Education
Diploma in Trades Training - Automotive Service Technician
BCIT
Burnaby, BCHuman Resource Management Certification - undefined
BCIT
Burnaby, BC03.2024
Skills
- Staff development
- Customer empathy
- Customer acquisition
- Data analytics
- Customer feedback management
- Teamwork and collaboration
- Customer service
- Problem-solving
- Problem-solving abilities
- Multitasking
- Excellent communication
- Team leadership
- Active listening
- Customer service management
Languages
English
Native or Bilingual
Chinese (Mandarin)
Native or Bilingual
Certification
- Emergency for First Aid Certification lvl 1 - St John Ambulance
- TESL Certification - UBC
Timeline
Operations Manager, Customer Experience
Lifeline Extended Auto Services
10.2023 - Current
Finance/Pricing Analyst Manager
Canada Drives
10.2018 - 09.2023
Store Manager
RedBeef Noodle Kitchen
10.2017 - 10.2018
Rogers Business Sales (Business account manager)
Rogers Communication
11.2015 - 09.2017
Senior Sushi Chef
Taka Sushi
10.2012 - 10.2015
Automotive Service Technician
KIA Motors
08.2010 - 08.2012
Human Resource Management Certification - undefined
BCIT
Diploma in Trades Training - Automotive Service Technician
BCIT
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