Tuoya Wang
English Language Teacher
Baotou,CN
Summary
Dedicated customer service and administration professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational process.
Overview
9
9
years of professional experience
6
6
years of post-secondary education
2
2
Certifications
2
2
Languages
Work History
Outbound Sales Administrator
Pulse Energy Alliance LP
Auckland, NZ
04.2019 - 10.2021
- Monitored vacant sites and provided solutions to unexpected issues timely and professionally, retrieved revenue by reducing active vacant sites from 1,500 down to 800 in six months
- Managed all issues regarding LPG business (1,800 customers) and maintained lasting relationships with business partners i.e. OnGas, Wells etc.
- Coordinated with internal departments to improve internal process and external services and was involved in different projects.
Retention Specialist
Pulse Energy Alliance LP
Auckland, NZ
06.2018 - 03.2019
- Retained customers with new products by utilizing effective sales skills, successfully handled intricate customer complaints
- Strategically provided appropriate resolutions for high level customer related issues
- Consistently Top Performer, saving 25 customers per week on average (KPI: 20)
Customer Care Representative
Pulse Energy Alliance LP
Auckland , NZ
08.2017 - 05.2018
- Provided information and assistance to callers, attempted to resolve all inquiries on first contact with caller (average daily calls: 40)
- Took ownership on all calls and queries answered, and identified and escalated priority issues or customer complaints
Seafood Assistant
PAK'nSAVE Albany
Auckland, NZ
10.2014 - 06.2017
- Provided outstanding customer services and pushed sales of department
- Focused on Chinese customers for their special needs and acted as translator (2016 Chinese New Year sale broke Christmas record)
Receptionist
MC Internet Café
Queenstown, NZ
01.2014 - 04.2014
- Day-time management of business, often acted as interpreter for Chinese owner and communicated with all suppliers as required
- Sales for Transnational Translation Centre, bridged communication between clients and colleagues from head quarter
Application Advisor
Global Graduates' Union Consulting
Beijing, CN
09.2012 - 06.2013
- Provided consultancy service to clients, gave lectures to both co-workers and students, and participated in marketing events
- 30% of clients were admitted to Top 10 universities’ graduate schools in the U.S. while 76% were enrolled by Top 20 among over 300,000 applicants in China
Senior & Junior Application Advisor
Baili Top Education Group
Beijing, CN
11.2010 - 08.2012
- Guided and assisted clients with their overall application process for Business Schools in the U.S., including essay polishing, mock interviews and visa application, etc.
- Provided advisory service to more than 80 clients in two years with 100% admission rate, and kept 5-point client feedback (5/5), was awarded a free iPhone for excellence
Education
Master of Arts - Intercultural Studies in Communication and Administration
University of Vaasa (Vaasan Yliopisto)
Vaasa, Finland 08.2008 - 06.2010
Bachelor of Arts - English Language and Literature
Minzu University of China
Beijing, CN 09.2004 - 06.2008
Skills
Analytical problem solver
Time management
Proofreading and editing
Cultural expertise
Certification
CELTA (Certificate in Teaching English to the Speakers of Other Languages)
Timeline
CELTA (Certificate in Teaching English to the Speakers of Other Languages)
07-2021
New Zealand Certificate in Business (Introduction to Team Leadership) (Level 3)
11-2020
Outbound Sales Administrator
Pulse Energy Alliance LP
04.2019 - 10.2021
Retention Specialist
Pulse Energy Alliance LP
06.2018 - 03.2019
Customer Care Representative
Pulse Energy Alliance LP
08.2017 - 05.2018
Seafood Assistant
PAK'nSAVE Albany
10.2014 - 06.2017
Receptionist
MC Internet Café
01.2014 - 04.2014
Application Advisor
Global Graduates' Union Consulting
09.2012 - 06.2013
Senior & Junior Application Advisor
Baili Top Education Group
11.2010 - 08.2012
Master of Arts - Intercultural Studies in Communication and Administration
University of Vaasa (Vaasan Yliopisto)
08.2008 - 06.2010
Bachelor of Arts - English Language and Literature
Minzu University of China
09.2004 - 06.2008