NEISHA YU
Victoria
Summary
Results-oriented professional with a proven track record at Freedom Mobile, showcasing adaptability and strong administrative support skills. Spearheaded initiatives to streamline back-office operations, resulting in significant efficiency improvements. Played a key role in developing Freedom Mobile's Social Media team, contributing to company growth. Exceptional time management skills and a strong ability to collaborate with teams, ensuring high levels of customer satisfaction and operational excellence.
Overview
11
11
years of professional experience
Work History
Customer Account Specialist
Freedom Mobile
Victoria, BC
08.2024 - Current
- Conducted regular account reviews with clients to assess satisfaction levels and identify areas for improvement.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Small Business Owner
Sweet Bear Creations
Victoria, BC
02.2024 - Current
- Managed daily operations for a successful small business, ensuring efficient processes and quality services.
- Established a loyal customer base by providing personalized attention, addressing concerns promptly, and exceeding expectations.
- Promoted business via social media to generate leads and maximize brand identity.
- Enhanced company reputation by consistently delivering exceptional service quality to customers.
- Created financial plans and budgets to optimize resources, track expenses, and ensure profitability.
- Researched trends and current innovations to determine competition and develop competitive pricing points.
- Fulfilled customer shipping needs by completing all purchase orders and customer invoices.
Household Manager
Self-Employed
Victoria, Canada
07.2023 - Current
- Organized family events including birthdays, holidays, anniversaries
- Planned meals according to dietary needs and preferences of my family
- Provided emotional support to all members of the household during difficult times
- Facilitated communication with external contacts such as schools or doctors offices
- Performed general housekeeping duties such as laundry, cleaning, stocking supplies
- Developed and maintained efficient organization systems for household items, paperwork, and finances
- Monitored and managed budget for the house and staff, ensuring budget goals were met
- Transported clients to appointments, classes, or social activities with facility vehicle
- Assisted individuals with activities of daily living to promote functional independence
- Scheduled appointments for clients and handled calendaring tasks
Back Office Administrator
Freedom Mobile
Victoria, Canada
07.2017 - 07.2023
- Created comprehensive reports outlining key performance indicators
- Monitored daily workflow processes to ensure accuracy and compliance with regulations
Support Staff Member
Shaw/Freedom Mobile
Victoria, Canada
08.2014 - 07.2023
- Handled confidential information with discretion and maintained high levels of security standards
- Assisted in developing new strategies for improving back office operations
- Demonstrated excellent time management skills by completing tasks within deadlines
- Maintained detailed reports of all activities related to back office operations
- Analyzed customer needs and provided solutions in a timely manner
- Collaborated with team members to streamline procedures and improve efficiency
- Learnt to operate new office technologies as were developed and implemented
- Recruited and trained personnel to fill administrative services positions
- Collaborated with departmental leaders to establish organizational goals, strategic plans and objectives
- Assisted with onboarding new staff members by providing training on company policies and procedures
- Developed strong relationships with customers, providing support and guidance to ensure satisfaction
- Utilized problem solving skills to investigate and troubleshoot technical issues for clients
- Supported team members by offering assistance when needed to complete tasks efficiently
- Provided excellent customer service, responding to inquiries and resolving complaints in a timely manner
- Participated in cross-functional teams working together towards common goals
- Researched, routed and responded to client inquiries using telephone or online systems
Education
High School Diploma -
Mount Douglas Secondary
Victoria06-2011
Skills
- Effective Time Management
- Collaborative Teamwork
- Effective Multitasking
- Office Administration
- Service Excellence
- Business development
- Adaptability and flexibility
Languages
English
Native or Bilingual
Timeline
Customer Account Specialist
Freedom Mobile
08.2024 - Current
Small Business Owner
Sweet Bear Creations
02.2024 - Current
Household Manager
Self-Employed
07.2023 - Current
Back Office Administrator
Freedom Mobile
07.2017 - 07.2023
Support Staff Member
Shaw/Freedom Mobile
08.2014 - 07.2023
High School Diploma -
Mount Douglas Secondary