Avery Lau Email & Phone Number

Parramatta, New South Wales, Australia

• Exemplified company values through honest, helpful, understanding communication whilst building rapport with clients, job coaches, service managers and team members.• Going above and beyond in resolving client’s issues, questions and understanding of compliance.• Achieved solid KPI whilst supporting team members through strenuous calls.• Employed jobReadyLive, WorkForce Australia Online and eSSweb systems in the management of incoming calls.• Assisted in Dashboard testing and deployment and aided Admin Team in additional tasks.• Completed training modules, understood compliance frameworks and privacy protocols.

Greystanes, New South Wales, Australia

A content studio invested in your success through smooth delivery of digital content and solid creative processes that help your company stay ahead, agile and innovative all the whilst providing a value for money quality service.• Logo and Content Creation.• Marketing and Website Development.For sample of my work:www.superavel.com

Rydalmere, New South Wales, Australia

A leading provider of onsite field services to major clients for over 100 years. As part of the Acer team, the role involved overseeing the success of service calls within SLA from the process of call allocation, parts order to completion using AWAre, management of e-inbox and escalating issues to correct teams both within AWA and at Acer to providing customers outbound courtesy calls.• Overseeing the success of Acer service calls for their VIP customers within SLA.• Allocating onsite jobs to skilled technicians in metro areas and service partners in regional section using AWAre.• Providing customers outbound courtesy calls to ensure correct details are lodged and that they are briefed/aware of the process.• Ordering parts and keeping track of shipment so that both customer and technicians are informed of the status of parts.• Management of e-inbox and escalating issues to correct teams both within AWA and at Acer for resolution including case closures, special parts orders, case updates, etc.• Working in a team environment whilst maintaining solid KPI.

• Studied Leadership [2020] and Social Media Course at TAFE Online [2022]• Maintained a gaming community and lifestyle blog [2020-2022]• Developed Discord bots using Autocode (node.js) [2021-2023]

Panakeia is a Traditional Chinese Medicine centre that provided alternative medicine to Chinese patients looking for natural care. As a part of the Administration team, the role involved data entry and proof editing of confidential customer information.• Controlled private information released by and to clients.• Employed Filemaker to improve inventory control accuracies.• Ensuring proper packaging and organising of herbal goods.

A third-party repair centre that operated as and provided a first party level of care. As part of the Repair Operations team, the role involved staff, team, warehouse, eTouchPoint and Excel management; answering and logging technical calls; making outbound calls and organizing data driven decisions.• Resolved customers' problems to their satisfaction and increased company's positive reputation.• Greeted customers, handled phone enquiries and monitored eTouchPoint system, Outlook and various company Excel reports to ensure accuracy of data and inventory.• Created call scripts to help co-train new recruits and increased employees’ participation by emphasizing preparation.• Improved methods of reworking tasks whilst spearheading teams during RMA of 4000 Dell monitors.• Revised RMA processes and ensuring proper maintenance and logging of cases through mindful testing.• Migrated to a bigger warehouse as contracts increased.• Provided business strategy and ancillary support.• Deployed Windows and Office and driver testing.

Bachelor Of Computing, E-Business; Business Administration

Prepare Digital Content

Team Leader Skill Set