Kangni Xiong
Markham
Summary
Student-focused administrative and service professional with 3+ years of experience as a front-line point of contact in fast-paced, high-volume environments. Demonstrated ability to triage complex inquiries, interpret policies and procedures, manage scheduling and data, and provide clear, empathetic support to diverse populations. Brings strong cross-cultural communication skills, sound judgment, and a service mindset aligned with University of Toronto’s commitment to equity, inclusion, and student success.
Overview
6
6
years of professional experience
Work History
Front-Line Services & Operations Lead
Canabee Baby
Markham, Ontario, Canada
08.2017 - 04.2023
- Served as the primary front-line point of contact for a high-volume retail and service operation, responding to inquiries in person, by phone, and online in a fast-paced environment.
- Assessed customer needs, resolved issues within scope, and escalated or referred complex matters appropriately, demonstrating strong judgment and problem-solving skills.
- Interpreted policies, procedures, and eligibility requirements related to products, promotions, and services, ensuring accurate and consistent information delivery.
- Supported registration- and enrolment-like processes through order management, system updates, and issue resolution across Shopify, WeChat Mini Programs, and internal systems.
- Scheduled appointments, coordinated calendars, and supported events and group activities serving large community cohorts.
- Maintained accurate records, reports, and documentation with a high degree of attention to detail and confidentiality.
- Generated and reviewed operational and sales reports to support decision-making and service improvement.
- Contributed to a welcoming, inclusive, and supportive service environment for clients from diverse cultural and linguistic backgrounds.
Education
Master of Education - Curriculum And Pedagogy
University of Toronto
03-2026
Bachelor of Arts - Communication And Media Studies
OntarioTech University
06-2024
Skills
- Systems & Tools: Microsoft Excel (advanced), Word, Outlook, PowerPoint
- Languages: Mandarin (native), English (fluent; IELTS Speaking 70)
Timeline
Front-Line Services & Operations Lead
Canabee Baby
08.2017 - 04.2023
Master of Education - Curriculum And Pedagogy
University of Toronto
Bachelor of Arts - Communication And Media Studies
OntarioTech University