Casey Yau

• Contributed positively towards creating an inclusive work environment through open communication style.
• Gathered data and insights from participants during telephone interviews.
• Handled sensitive information with discretion, adhering to confidentiality requirements and protecting respondent privacy.
• Administered phone interviews to survey participants.
• Enhanced interviewee engagement with clear communication and active listening skills during telephone interviews.
• Expeditiously resolved technical issues during calls, minimizing downtime and maximizing efficiency.

• Documented customer correspondence in Oracle/Salesforce as well to track requests, problems and solutions.
• Interacted with HBOMAX customers and BCBS federal employees to provide and process information in response to inquiries, concerns and requests about services and products.
• Promptly responded to customer inquiries and resolved complaints
• Delivered fast, friendly and knowledgeable service for routine questions and problems
• Experienced troubleshooting iOS (iPhone/iPad/iPod Touch), Android, Kindle, Gaming Consoles
• Answered customer inquiries with courtesy and accuracy.

• Customized innovative methods and materials to produce effective learning experiences.
• Evaluated students' comprehension of lessons through relevant test questions.
• Integrated technology into classroom settings to engage students and diversify instruction.
• Established and enforced clear class objectives and requirements to promote consistent education for students.
• Repeated key lesson information to teach grammar and help students grasp concepts.

· Customized innovative methods and materials to produce effective learning experiences.

· Tutored thousands of students requiring additional assistance in grammar, conversational and reading comprehension.

· Evaluated students' comprehension of lessons through relevant test questions.

· Identified online resources to complement traditional course materials and aid in student learning.

• Accepted inbound calls and reached out to connect with customers in need of service and support.
• Answered incoming calls to resolve customer issues such as troubleshooting, account information and billings.
• Addressed customer inquiries or technical issues
• Reviewed customer account information to determine current issues and potential solutions.
• Provided timely, courteous and knowledgeable responses to information requests.
• Maintained tact and decorum with agitated or dissatisfied customers.

• Utilized effective speaking skills to ask questions of survey participants and prompted adequate responses in-person or over telephone.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Approached customers and engaged in conversation through use of effective interpersonal and people skills.
• Displayed strong telephone etiquette, effectively handling difficult calls.