Customer Service Human Resources

Xiaona (Annie) Shang

**** ******* ** **** ** Atlanta, GA 30328

************@*****.***.** 912-***-****

Professional Summary

Over 5 years of experience in building & managing customer relationships

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Two years of procedural and system training for internal and external clients

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Two years of language training provided to both adults and children

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Exceptional customer service, managerial, and people skills

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Native Speaker in Mandarin/Chinese

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Professional Experience

Georgia State University, Institute of International Business Atlanta, GA

International Business Alliance Officer 08/2009-Present

A student-run organization dedicated to increasing awareness of international business opportunities

• Operate as a liaison between students, and multinational companies located in Atlanta

• Coordinate mentor program by acting as liaison between student and company

• Provide project and administrative support for instructors in the department

• Coordinate special events such as career panel, luncheon speeches, and company visits

AID Atlanta Atlanta, GA

Unpaid Human Resources Consulting 08/2009-Presnt

A four month consulting project aiming to revise and update the personnel procedures at AID Atlanta

• Revise the personnel manual of AID Atlanta co-operating the best HR practices among non-

profit organizations

• Make recommendations based on research of nonprofit training of new hires procedures

• Create PowerPoint presentations of updated recommendation for the personnel manual

Catalyst Energy Group Atlanta, GA

Privately held Energy Company with 35,000 customers and $50 million in revenues after 2.5 years in

business

Business Analyst, Billing 01/2008-11/2008

• Responsible for maintaining, and improving the billing program

• Assisted billing department director with developing the billing software in the first year of

operation

• Developed training and maintenance processes for trouble shooting

• Prepared power point presentations for training modules for new employees

• Responded to billing inquiries from other departments when needed

• Served as a subject matter expert within billing department for identifying and correcting

commercial and residential billing issues

• Established relationships with other departments in Catalyst Energy Group

Bilingual Customer Service Specialist 09/2006-01/2008

• Managed the overall operations of the Chinese residential services including, billing, soft

collections, and customer service

• Assisted Chinese commercial and residential sales representatives with natural gas marketing

and selling operations

Xiaona (Annie) Shang

6900 Roswell Rd Unit F2 Atlanta, GA 30328

************@*****.***.** 912-***-****

Responsible for maintaining excellent relationship with Chinese community and business

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groups in Georgia

Developed boarding and maintenance processes for residential customers, as well as business

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clients in the first year of operation

Doubled volume of Chinese customers to Catalyst by assisting in developing a marketing

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program to established new clients

Center for health and well-being Savannah, GA

Privately owned mental health clinic

Office Assistant 04/2006-06/2006

• Performed general office assistant duties, including sorting mail and faxes, distributing to

appropriate person

• Maintained filing, personnel forms, client information, insurance information, etc

• Ordered office supplies while keeping inventory of office supplies

Called in for copy repairs, exterminator, phone problems, and computer problems

American Educational Services Jinan, China

Privately held company that specializes in educational services

Language Teacher 09/2003-02/2006

• Taught English to Chinese adults and Children aging from 5-17

• Translated English to Chinese and Chinese to English to facilitate the communication between

Western teachers and Chinese students

• Provided feedback to children’s parents

• Assist Western teachers with lesson planning and class organization

Education

Georgia State University Atlanta, GA

Master of Business Administration, Human Resource Management 08/2008-Present

Major Courses included Business Communication, HR Management, Strategic Compensation, Legal

and Ethical Environment of Human Resources Management, Operations Management, Financial

Management, Managerial Accounting, etc.

ShanDong University Jinan, China

Bachelor of Arts, Business Management 09/2000-06/2004

Technical Experience

Microsoft Windows

Microsoft Office Suite

Oracle Customer Care and Billing

Equifax Portal

Sharepoint

SQL Developer

Xiaona (Annie) Shang

6900 Roswell Rd Unit F2 Atlanta, GA 30328

************@*****.***.** 912-***-****

English Proficiency

Test of English as a Foreign Language (TOEFL): 643 out of 677

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