Customer Service Manager

* ********* **, ** *****,****

Mobile +** (0-40-444-****

Home +61 3 9008 3756

******@*****.***

Yang Ma

Career Objective

To accomplish career development within the information technology

industry, working passionately to achieve employment satisfaction,

bolstering strong peer and client relationships, searching advancement

opportunities within a professional environment, and utilizing my

exceptional management experience, IT knowledge and organizational skills

in a contributive manner towards the company's goals and objectives.

Education

Tertiary

2005 - 2007 Bachelor of Applied

Science

(Major: Information Technology)

RMIT University

2004 - 2005 Bachelor of Science (U-

Link)

(Major: Computer Science and Software Engineering)

Swinburne University of Technology

Other Certification

2003 - 2004 Certificate 3 in Electro technology Data

Communications

(Major: Network)

City College

1997 - 2000 Diploma of Civil Engineering

(Major: Civil Engineering)

Southeast University (China)

Employment Records

2009 - Present Freechoice tobacconist

Store Manager

. Human Resources, specifically: recruiting, hiring, training and

development, performance management, payroll, and schedule workplace

scheduling;

. Store business operations, including managing profit and loss, facility

management, safety and security, loss prevention (also called shrink),

and banking;

. Product management, including ordering, receiving, price changes,

handling damaged products, and returns;

. Team Development, facilitating staff learning and development;

. Problem solving, handling unusual circumstances.

2007 - 2009 CTC BENTLEIGH tobacconist

Store Manager

. Human Resources, specifically: recruiting, hiring, training and

development, performance management, payroll, and schedule workplace

scheduling;

. Store business operations, including managing profit and loss, facility

management, safety and security, loss prevention (also called shrink),

and banking;

. Product management, including ordering, receiving, price changes,

handling damaged products, and returns;

. Team Development, facilitating staff learning and development;

. Problem solving, handling unusual circumstances.

2004 - 2007 Australian Institute of Translators and

Interpreters (AITI)

IT Technician

. Providing general technical support to the company and clients;

. Responsible for assembling and fixing computers;

. Installing and updating software applications;

. Handling networking problems;

. Conducting different tests to ensure efficient operation of computers;

. Continuously learning new IT techniques from senior staff.

2001 - 2003 Industrial and Commercial Bank of China

(ICBC)

IT Assistant/Accounts Clark

. Overseeing the computer system of the company;

. Responsible for updating and maintaining the bank service system;

. Setting up and configuring software applications;

. Troubleshooting any networking problems;

. Understanding company's operations and obtaining professional IT

qualifications;

. Providing general administrative and technical support to various

departments;

. Managing client accounts and handling any transactions required;

. Participating in different trainings to develop necessary accounting and

banking knowledge;

. Dealing with customer enquiries and complaints in a professional manner;

. Collaborating with other staff to ensure efficient and effective

operations;

. Reporting any accounting and IT issues to the manager.

Professional Membership

Member of Trades Recognition Australia (TRA)

Language Skills

Fluent in written and spoken English and Mandarin.

Computer Skills

Application programming

JAVA

#C

Web programming

CSS

XML

HTML

SHTML

JAVASCRIPT

PHP

Software

Microsoft office suite

MYOB

QuickBooks

Flash

Photoshop

W3D

Dreamweaver

Database

Personal Achievement

Award for Microsoft Office Proficient User (Word 2000)

Award for Microsoft Office Expert (Office 2000)

Personal Attributes

Communication skills

Strong ability to motivate and communicate with clients, providing

excellent customer service in a professional manner, interacting with

people from different backgrounds and building strong interpersonal

relationships.

Teamwork

A confident and mature team player with exceptional experience in teamwork

through strong communication skills, ability to build and maintain cohesive

working relationships by proactively listening to team members,

strengthened during various working environments.

Time management

Experience in working under tight schedule to meet intraday deadlines,

ability to manage multiple tasks with excellent time management skills,

continuously developing organizational skills and combining strong planning

aptitude to exceed expectations.

Contact this candidate