YAO MENGJIA
Sunnyvale,CA
Summary
Seeking a challenging position with growth opportunities in education management, project management, customer service, or administrative management to leverage my professional expertise and leadership skills.
Overview
7
7
years of professional experience
Work History
Head of Operation and Customer Service
Think Academy - TAL
San Jose
06.2022 - Current
- Led and optimized the department supporting the service of 20,000 potential clients and managing online class operations for over 4,000 students.
- Established and developed a 15-member customer service team, and managed global teams across multiple time zones to ensure efficient collaboration.
- Developed standardized service processes, boosting satisfaction by 20%. Enhanced user complaint resolution to 100% resolution rates.
Lead of School Operations
Think Academy - TAL
San Jose
03.2022 - Current
- Organized campus activities, including competitions and entertainment events, achieving a 95% participation rate and enhancing local brand awareness.
- Led in-person team supporting weekend courses for 800 students, overseeing equipment updates and maintenance, and improving teaching efficiency.
Administrative Coordinator
Zhongkezhonghuan Equipment, Inc.
Hefei, China
01.2020 - 12.2021
- Assisted in planning and organizing company events: staff training, and team building activities.
- Managed vendor sourcing, contact, coordination, and procurement of company equipment and supplies, including contract signing and order follow-up.
- Participated in recruitment processes: posting advertisements, coordinating interviews, and streamlining candidate experience, reducing hiring costs and improving success rates by 20%.
Brand Coordinator
Nordstrom
Seattle, WA
09.2017 - 07.2018
- Planned and executed brand promotion activities, increasing brand exposure and customer traffic by 30%
- Enhanced customer retention rates through optimized customer service processes and feedback mechanisms, contributing to achieving Top 1% sales targets for brand counters.
Education
Master of Public Policy -
University of Southern California
Los Angeles, CA06.2017
Master of Public Administration -
University of Miami
Miami, FL06-2015
Skills
- Excel
- Microsoft office Suite
- Microsoft Project
- Mondaycom
- Problem Solving
- Crisis Management
- Training and Development
- Team Collaboration
- Enrollment Management
- Student Development
Accomplishments
- Consistently recognized as a top performer in each position ever held, achieving top 10% accolades annually.
Languages
English
Native/ Bilingual
Chinese (Mandarin)
Native/ Bilingual
Timeline
Head of Operation and Customer Service
Think Academy - TAL
06.2022 - Current
Lead of School Operations
Think Academy - TAL
03.2022 - Current
Administrative Coordinator
Zhongkezhonghuan Equipment, Inc.
01.2020 - 12.2021
Brand Coordinator
Nordstrom
09.2017 - 07.2018
Master of Public Policy -
University of Southern California
Master of Public Administration -
University of Miami
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