Service Agent Representative/Administrative Assistant

LIWEN CAO–MBA (BRIDGET)

Phone: 951-***-****

*******@*****.*********:

SKILLS: GOOD AT MS WORDS, EXCEL, POWERPOINT;

EXECELLENT AT OUTLOOK, MANAGING MUTIL EMAIL ACCOUNTS AND CALENDERS

HIGH EFFICIENT AT DEPARTMENTAL BUDGETING, LOGISTIC PURCUEMENT AND INVENTORY

OUTSTANDING TRANSLATION AND INTERPRETATION SKILLS OF CHINESE AND ENGLISH

RESETTING COMPUTER SYSTEM AND SOLVE SIMPLE HARDWARE PROBLEMS

FAST AND SHARP THINKER, CALM ESPECIALLY WHEN FACING EMERGENCIES

PROFESSIONAL EXPERIENCE

Mar 2018 – Sep 2022 Royal Caribbean International

Club Royale Representative

Communicate with casino players to accommodate their needs

Relate the issues to the support team to improve service

Fix errors and deescalate situations

Make new reservations

Mar 2016 – Mar 2018 Royal Caribbean Cruise Line Springfield Call Center

C/O inbound service agent

Make cruise reservations, take payment, correct errors

Fulfill special needs for guests.

Provide legal travel documents and visa requirements information

Solve issues with sailing date, dining options, stateroom amenities

Book air tickets and arrange ground transfers;

Guide guests through website operations.

Nov 2013 – Jun 2014 Daystar Academy

Executive Assistant to Head of School

Schedule meetings, answering phone calls, translating and interpreting.

Take meeting minutes, filing, coordinate with events;

Help with financial report and budgeting; arrange travel plans and purchase tickets;

Overseeing organic lunch program.

Apr 2011 – Apr 2013 Wei Ai Bi Li Information Tech LLC

Customer Service Manager/Office Manager

Built customer service team from scratch,

Set up working process for CS team,

Solve Customer complaints and CS team training;

Submit product building requirements report to IT department,

Purchase office supplies;

Arrange meetings; organize company team-building training, year-end events;

Office maintenance and decorations;

In charge of departmental HR and financial report;

Coordination with departments, handle government documents; maintain good government relations.

Internal training initiations, implementations.

Apr 2010 – Apr 2011 Daystar Academy

Office Manager

Teaching material, daily supplies procurement; set-up procurement and storage management work flow;

Coordinate with promoting organic lunch program

Run office on a daily basis, dealing with all kinds of emergencies; take care of students and medical urgencies

In charge of working visa process and settle-in of foreign staff;

Works as cashier for 5 months when needed; resolve problems of fees with parents;

Jul 2009 – Oct 2009 Roche Pharmaceutical LTD

Finance Internal Auditor-Intern

Team member of 2009 Roche Vendor Review Project implemented by internal auditing department

Collected auditing information, overviewed quality certificates of vendors, analyzed information;

Interviewed vendors; Uncovered a vendors corrupt business practices

Dec 2005 – Sep 2008 Oceanwide Construction Holding Corporation LTD.

Customer Service Supervisor

Supervised implementation of agreements, settled problematic situations, and re-evaluated methods of customer complaining accesses and problem settlement systems. Handled all cases related to foreign clients.

Handled clients needs in a professional manner by showing empathy and ensuring efficient and timely follow-up. Collected information and drafted investigation report related to operation needs

Created & maintained relationships with current and new clients.

Jul 2001 - Dec 2005 Fullhome Real Estate

Leasing Representative

Recruited as leasing representative for top class clients from foreign embassies and fortune 500 China headquarters Beijing, to provide apartment and villa leasing and professional consulting services

Best customer service representative delivered first-class service for all the customers

Negotiated discounts and ensured contract signing, financial transactions and agreements.

Generated lists of properties that were compatible with tenant’s needs and financial resources.

EDUCATION Sep 2008 - Jul 2010 Central University of Finance & Economics MBA Master

Focus on financial accounting, project management, corporate finance, finance, commercial bank management, management accounting, financial statements analysis, risk investment and management, multinational business management, internal control and auditing.

Elected career representative, elected Student Council vice president, created and organized English corner.

Sep 1997 - Jul 2001 Educational Institution of Central Party School Law Bachelor

General and fundamental laws, regulations, legislations Won Top-rate scholarship

OTHER PROFICIENCIES Jun 2001 College English Test Band 6 Certifications

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