Casey Yau
Houston,United States
Summary
Flexible hard worker ready to learn and contribute to team success. Hard-working teacher and customer service representative dedicated to ESL students, animals and customers alike. Passionate about animal welfare and happiness. Fluent in Cantonese and Mandarin. Dedicated Educator with extensive experience partnering with parents and ensuring success of students. Skilled at providing feedback on individual progress of students and discussing specific needs.
Overview
8
8
years of professional experience
Work History
Bilingual Cantonese Telephone Interviewer
Noor Staffing Group
Houston, TX
02.2025 - Current
- Utilized effective questioning techniques in Cantonese and English to ensure the accuracy of responses.
- Conducted telephone interviews with various health centers, ensuring all questions were answered accurately and completely.
- Assessed answers through probing questions and active listening skills.
- Receive and apply feedback on interviewing skills and project protocols.
Customer Service Team Member
Hartehanks
Houston, TX
01.2021 - 06.2023
- 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.
ESL Teacher
Italki
Online
02.2017 - 12.2022
- 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.
English Teacher Volunteer
Memorial Assistance Ministries
Houston, TX
01.2022 - 05.2022
- 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.
Teleservice Representative
PeopleShare
Houston, TX
12.2021 - 03.2022
- 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.
Telephone Research Interviewer
SSRS
Conroe, TX
09.2019 - 05.2021
- 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.
Education
Bachelor of Arts - Psychology And Political Science
York University
Toronto05.2007
Skills
- Basic animal care
- Alertness
- People skills
- Empathy
- Microsoft Office
- Data management
- Warm calling
- Script use
- Inbound and outbound calls
- Troubleshooting
- Customer service
- Analytical
- Facebook, Instagram, Linkedin
Languages
Chinese (Cantonese)
Native/ Bilingual
Chinese (Mandarin)
Limited
Timeline
Bilingual Cantonese Telephone Interviewer
Noor Staffing Group
02.2025 - Current
English Teacher Volunteer
Memorial Assistance Ministries
01.2022 - 05.2022
Teleservice Representative
PeopleShare
12.2021 - 03.2022
Customer Service Team Member
Hartehanks
01.2021 - 06.2023
Telephone Research Interviewer
SSRS
09.2019 - 05.2021
ESL Teacher
Italki
02.2017 - 12.2022
Bachelor of Arts - Psychology And Political Science
York University
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