Victoria Lau
South San Francisco,CA
Summary
Dedicated and knowledgeable team manager with strong understanding of student education and creative arts. Committed to enhancing overall student success by maintaining productive relationships with students and teachers while consistently updating educational protocols. Detail and goal oriented with excellent team building skills.
Overview
24
24
years of professional experience
Work History
Customer Relations Manager
Art In Action
Redwood City, CA
04.2020 - Current
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues
- Maintained statistical database of customers using Google Workspace, Salesforce, and NetSuite for types of customer complaints, resolutions offered by organization, and satisfaction rating by customer
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients
- Monitored metrics and developed actionable insights to improve efficiency and performance
- Organized daily workflow and assessed appropriate staffing to provide optimal service
- Planned and implemented integrated lessons to meet national standards
Production Manager
Art In Action
Redwood City, CA
08.2017 - Current
- Program leader for writing, producing, and classroom testing of new standardized art lessons for students in K-8.
- Assessed manufacturing processes and recommended improvements to increase productivity.
- Sourced materials to keep up with production goals and meet customer demands.
- Resolved issues quickly to maintain productivity goals.
- Developed and implemented cost controls and other expense reduction measures.
- Completed and submitted monthly and yearly reports to support executive decision making.
- Managed all volunteer and corporate engagement activities.
- Assisted in leading on-site and virtual trainings for teachers
- Monitored and evaluated educational programs to maintain high-quality performance objectives and standards.
School Art Coordinator
Art In Action
Menlo Park, CA
06.2015 - 12.2017
- Coordinated teacher training, classroom set up, and programming for all Title I schools with grant opportunities
- Collaborated with Development Director to source and grant opportunities for schools in the Bay Area.
- Negotiated contracts and timelines with school districts and individual schools. Completed grant reporting for school sites.
- Collaborated with production on task list creation to meet overall project goals on time.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
Teacher and Lead Art Designer
Bonnidee
Pointe Claire, Quebec, Canada
07.2004 - 09.2008
- Instructed students of all ages in core design principles and art concepts in a relaxed classroom setting.
- Oversaw and streamlined daily operations of purchasing to maximize productivity and revenue for the retail store.
- Represented company at regional trade shows.
- Conferred with sales and purchasing to match customer preferences.
- Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
Music Teacher
Self-employed
Calgary, Alberta, Canada
08.1993 - 05.2004
- Established positive, stimulating learning environment for students.
- Kept school in full compliance with established policies, legal requirements and student safety standards.
- Built productive relationships with parents of students facing difficult situations at school or at home.
- Managed all aspects of the studio from scheduling to staff.
- Communicated with parents to encourage active parental participation in education.
Education
Associate of Arts - Vocal Music Performance
Trinity College of Music
London, England05.1995
Skills
- Schedule management
- Account updates
- Team building
- Customer relations
- Inter-department collaboration
- Strategic planning
- Business administration
- Staff management
- Creative merchandising
- Elementary education
- Student engagement
- Curriculum development
Accomplishments
- Spearheaded non-profit partnership with Oracle's Netsuite SuiteWorld and Hackathon4Good in 2019. Presented on non-profit inventory and management at Netsuite's national conference to over 5000 attendees in 2019. Selected as 1 of 2 non-profits nation-wide
- Recipient of SSFUSD Volunteer of the Year in 2017 as well as Outstanding Volunteer Recognition Award in 2012, 2018, and 2021
- Developed inventory tracking spreadsheets for non-profit education using Microsoft Excel
- Collaborated with a team of three in the development of 12 new distance learning classroom lessons in 2020
- Monthly community parenting columnist with San Bruno Patch for over two years
- Interviewed and quoted by the Wall Street Journal for outstanding content with San Bruno Patch and personal blogging in 2013
- Actively engaged in non-profit education resources
- Collaborated with San Mateo County's Art Commission to share and develop non-profit DEI and Racial Equity statements in 2021
Affiliations
- Current PTSA Board Member for South San Francisco High School
- Current Band Boosters Board Member for South San Francisco High School
- Past PTA Board Member for Westborough Middle School - 3 years
- Past Board Member and PTA president for Monte Verde Elementary - 6 years
- Past Board Member for SSFUSD PTSA Council - 5 years
- Art in Action Parent Coordinator for Monte Verde Elementary - 5 years
- School Librarian assistant at Monte Verde Elementary - 4 years
- Current Jr League of Mid-Palo Alto Mid-Peninsula grant liaison
- Current Volunteer Art coordinator for Facebook Festivals and Art in Action
- Current classroom volunteer for Art in Action
Timeline
Customer Relations Manager
Art In Action
04.2020 - Current
Production Manager
Art In Action
08.2017 - Current
School Art Coordinator
Art In Action
06.2015 - 12.2017
Teacher and Lead Art Designer
Bonnidee
07.2004 - 09.2008
Music Teacher
Self-employed
08.1993 - 05.2004
Associate of Arts - Vocal Music Performance
Trinity College of Music