September 2022 - Present
Contact Centre Agent
Costco Wholesale
Ottawa, ON, Canada
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Handled 50+ customer interactions per day through phone and email communications, giving detailed, personalized, friendly, and polite service to ensure optimal customer retention and satisfaction
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Proficiently and professionally responded to customers' questions pertaining to current promotions, orders, product availability, and information on services
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Initiated investigation of order entry errors, damaged products, and return discrepancies, working closely with supporting teams to ensure corrections were processed accurately and in a timely manner
March 2022 - May 2022
Sales and Marketing Intern
Elite Alliance Services Inc.
Toronto, ON, Canada
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Designed marketing materials including event announcements, posters, flyers, social media content, newsletters, blogs, and invitations
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Participated in marketing campaigns to promote brand awareness with Canadian and US universities and colleges
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Ensured messaging and brand consistency across social media platforms including the organization's website, Facebook, WeChat, and Instagram
Developed sales pitches to increase the organization's client base
November 2021 - March 2022
Customer Service Representative
Kiehl's since 1851
Toronto, ON, Canada
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Answered product and service questions and offered information on related products and services both in English and Mandarin
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Built lasting relationships with customers by contacting them to follow up on purchases
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Managed store Instagram and WeChat accounts to drive sales goals and assisted with producing video promotions for social media accounts
2018 - Present
Educational Services Consultant
Polaris & Dawn
Beijing, China
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Advised international student clients on application processes for U.S. universities and boarding school applications
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Identified clients' personally meaningful extracurricular activities, and career planning process and maintained five-star ratings
September 2018 - December 2018
Communication Assistant
Boston Court Appointed Special Advocates
Boston, MA, USA
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Oversaw the Facebook account and monitored comments and activities on Facebook for conformance with communication goals
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Designed social media content and content calendar with organized posts and increased followers on Facebook
Developed presentation for stakeholder meetings
May 2017 - August 2017
Communication and Marketing Intern
Teach For China
Beijing, China
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Proofread, edited, revised, and translated a wide range of documents of the limited scope of a style, content, format, and linguistic perspective and ensure compliance with the departmental writing/editing guidelines
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Researched identified, consulted, and analyzed multiple sources (e.g. company documents, policies, reports, interviews, media issues, etc.) to prepare standard paraphrases for replies for write-in campaigns
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Prepared and wrote a variety of communication products such as media responses, articles, briefing notes, communications plans, and national messages for more than 2500 + employees and fellows
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Attended and took minutes at meetings and provided administrative support
2018 - 2019
Research and Laboratory Assistant
Emerson College
Boston, MA, USA
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Utilized facial recognition software, SMI BeGaze & Dotclicking to support the analysis of non-verbal social cues of adolescents with Autism
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Conducted literature reviews on language impairment and associated treatment methods in young children
2013 - 2019
English To Chinese Translator
Simple Subtitle Group
Beijing, China
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Translated English speech and subtitles to Mandarin Chinese subtitles for popular American TV shows, including Orange Is the New Black, Klondike, Jane by Design, Witches of the East End, and Homeland, etc.
November 2016
Press Reporter
SINA China
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Filmed and conducted interviews live at a Massachusetts polling station during the 2016 U.S. Election
Boston, MA, USA
Other Experience
2016 - 2017
Counsellor
Franciscan Children's Hospital & Rehabilitation Center
Brighton, MA, USA
Franciscan Children's Hospital & Rehabilitation Center provides compassionate, personalized, family-focused care and education for children with special health care needs.
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Taught preschool children alphabets knowledge and science lessons by interpreting and presenting stories
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Organized activities in the classroom, including painting, playhouse, storytelling, and puzzles
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Participated in the team planning meetings and session preparation
2017 - 2018
International Student Peer Mentor
Emerson, College
Boston, MA, USA
The International Peer Mentoring Program matches first-year and transfers undergraduate international students with current Emerson undergraduate students.
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Connected first-year and transfer international students to current Emerson students for social and academic support
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Assisted new international students with academic, cultural, and social transitions
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Introduced new international students to campus and community resources
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Developed current Emerson students’ leadership skills and cross-cultural communication abilities
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Involved new students in campus activities and programs and fostered friendships between new and experienced Emerson students
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Connected new international students with the larger Emerson community and supported internationalization at Emerson
2016 - 2017
Corps Member
Jumpstart
Dorchester, MA, USA
Jumpstart is a national early education organization working toward the day every child in America enters kindergarten prepared to succeed.
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Taught preschool children alphabets knowledge and science lessons by interpreting and presenting stories
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Organized activities in the classroom, including painting, playhouse, storytelling, and puzzles
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Participated in the team planning meetings and session preparation
Education
2019 - 2021
University of Ottawa
Master of Communications (MC)
Ottawa, ON, Canada
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Major in Communication Studies , specialization in Media Studies
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Research projects:
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A Cultural Approach to Communication,
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Ethical Case Study of Driverless Cars
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Technoethics and Identity: Ethical Case Study of Designer Baby and Eugenics,
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Humor As Personal Relationship Enhancer: How International Student Couples Studying North America Using Humor Resolve Conflicts?
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Sacha Baron Cohen: From Borat to Who Is America?
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Visual Imagery and Epidemics in the Twentieth Century
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A Crisis in Vaccination:
Regaining Chinese Public Confidence on Vaccine Safety and Efficacy after the Changsheng Vaccine Scandal -
Diversity in the Workplace: Understanding the Roots of East Asian Bureaucracy
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Downton Abbey: Understanding Identification Through Narrative Approach
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The Role of Culture in Health Communication: Understanding Patient-Provider Relationships in China
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2015 - 2019
Emerson College
Bachelor of Science (BSc)
Boston, MA, USA.
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Major in Communication Studies, Speech Communication and Rhetoric
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Minor in Psychology
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Dean's List
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Relevant Courses
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Argument and Advocacy
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Conflict and Negotiation
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Professional Voice and Speech
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Online Content and Strategy
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Politics, Advocacy, and Public Opinion
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Positive Communication
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Professional Skillset
Creative Solution Founding
Teamwork & Collaboration
Attention to Detail
Thinking Outside the Box
Creative Writing
Presentation Skills
Tools & Technologies
Adobe Photoshop, Canva
Microsoft Word, PowerPoint, Outlook, Excel
Zoom, Teams, VooV Meeting
SMI BEGaze, SPSS, SALT, R Studio
Order Management System OMS
WordPress, Squarespace, Wix website builder
Gmail, Drive, Docs, Sheets, Sheets, Google Analytics, Google SEO
Facebook, Instagram, Red, WeChat
Salesforce CRM
Point of Sale POS
Languages
Chinese (native)
French (beginner)
English (proficient)
American Sign Language (beginner)
