Experience

• 

  Shanghai linguatutor agency

  Oct 2012 - Jun 2013

  English teacher
• 

  Vege rama

  Oct 2014 - Dec 2015

  Front counter staff

  One of the first exclusively vegetarian establishments in Brisbane, leading the way with creative and delicious food.- Working with a team in a fast-paced environment - Using POS systems - Significant emphasis on customer service- Training new staff - Ability to work well under pressure - 100% satisfaction with customer service skills and developing customer loyalty

• 

  Swinburne student union

  Jan 2017 - Dec 2017

  Environment & sustainability officer

  This role involves liasing with the Swinburne Student Union and the Swinburne Environmental Collective. Primarily, dealing with all matters relating to the environment & sustainability on campus, with changing students' behaviour towards more environmentally friendly lifestyle choices, and improving the University's sustainability standards.

• 

  Now & then cafe

  Jul 2017 - Nov 2017

  Waitress
• 

  Starbucks

  Mar 2018 - Oct 2018

  Barista

  Working in a customer service role as a barista in the Starbucks located in the city centre of Utrecht.- Working with a team to achieve quick and efficient service- Maintaining a high standard of customer service- Working effectively under pressure- Training new staff- Awarded 'Partner of the Quarter' in August 2018

• 

  Wana bana design

  Jun 2018 - Aug 2018

  Operations assistant

  Wana Bana is a fair fashion brand that makes vegan leather bags using upcycled vintage images to create one-of-a-kind pieces, with a social mission to help the makers and community in Colombia.- Assisting the team with operations tasks, such as helping at event stalls, liaising with retailers, research and organisation- Content creation, including for social media, newsletter, and blog posts for the website

• 

  Hellenis cafe

  Dec 2018 - Mar 2019

  Barista & waitress

  Working in a customer service role as a barista in a cafe in Melbourne, with an emphasis on maintaining customer loyalty.

• 

  Anahi intimates

  Jan 2019 - Jan 2020

  Operations assistant

  - Researching sustainable options for all aspects of the business, including suppliers and certifications- Assisting with Shopify website setup- Creating digital content

• 

  Yoga with joaquina

  May 2019 - Jan 2020

  Yoga teacher

  Leading Vinyasa yoga and meditation classes to diverse groups of people

• 

  Spaces. offices | co-working | meeting rooms.

  Nov 2019 - Jun 2020

  Community associate

  Administrative role in a modern, creative co-working centre with diverse clientele- Being the first point of contact with all customers and visitors- Facilitating move-ins/outs- Managing centre email and phone- Being responsible for making sure that the centre's day to day operations run smoothly- Building a community through organising events- Leading walk-in tours- Training new staff- Reorganising systems to optimize efficiency- Data entry involving centre & client account information Show less

• 

  Vanmoof

  Dec 2020 - Sept 2023

  - Leading and participating in several cross-functional projects at a time, effectively prioritizing, assessing, and proposing future improvements for our existing processes with the aim to optimise and meet company objectives, as well as identify opportunities to innovate new SOPs- Taking a cross-functional approach linking teams company-wide to develop and implement continuous improvements that are streamlined and finalised in a timely manner.- Having an analytical mindset to evolve our complex processes and work towards creating increased efficiency and automation.- Ensuring a customer-centric approach by mapping and designing improvements that enhance the rider experience.- Developing metrics and tracking mechanisms to monitor progress and measure the impact of improvement initiatives. Show less - Part of the starting Operations Backend Team, building the team foundation in October 2021- Guiding and motivating the backend Ops team- Strong knowledge base on all things Ops relevant to the Customer Support department- Point of contact between Customer Support and the Operations/Warehouse teams- Flagging and feedbacking issues/painpoints to relevant teams- Go-to person for difficult cases involving delivery/return complications- Improving workflows and procedures to help both backend and frontend teams- Training and mentoring junior/intermediate agents- Ensuring the accuracy of the internal knowledge base used by the Customer Support team, e.g. writing/updating 60+ Slite pages- Reporting issues/improvements to Team Leads and/or other departments with potential solutions- Tracking data to create reports used by multiple teams Show less

  • Central Operations Specialist

    Aug 2022 - Sept 2023

  • Customer Support - Senior Operations Backend Specialist

    Jan 2022 - Aug 2022

  • Customer Support - Operations Backend Specialist

    Oct 2021 - Jan 2022

  • Customer Support Specialist

    Dec 2020 - Oct 2021