Xiaoli Lin Email & Phone Number

Toronto, On, Ca

Toronto, Ontario, Canada

● Supported over 3000 platform users through live support and emails in a timely manner.● Researched relevant policies, and explained the best solution to the requester. Referredrequesters to relevant team according to internal procedures as required● Deescalated numerous legal and financial concerns with emotionally charged clients.● Facilitated multiple onboarding sessions for over 10 incoming support specialists

Greater Toronto Area, Canada

Offer warm listening to individuals facing various emotional, mental, and life challenges over online conversations. Provide emotional support, coping strategies, and resources to help callers navigate challenges.Assess the level of urgency and suicidal risk in each situation. Employ de-escalation strategies to bring individuals back to safety. Make mandated reports with supervision when necessary.Maintain strict confidentiality and adhere to ethical guidelines in handling sensitive information.Research, and provide community resources to requesters based on their needs

Toronto, Ontario, Canada

Planned and facilitated over 20 introductory orientation sessions for incoming volunteers on topics of anti-oppressive practices, confidentiality and shift logisticsCommunicated with team lead with member concerns and operational updates

Toronto, Ontario, Canada

•Created and executed a national internal audit system for AIESEC in Canada based on the reality of the national operation, adopted by all 24 university branches across Canada. • Designed, developed and hosted a series of audit educational webinars for the national body on improving the internal operational process, which were delivered to organization members with great feedback.• Act as a consultant to stakeholders at all levels to help improving current operational processes, as well as on special case resolution.• Worked with international branches to ensure smooth operations within the organization across the globe, to ensure the delivery of great product experience to our stakeholders.• Interacted with clients across different stages in the pipeline. Handled complaints and inquiries in a timely manner.

York University

• Led an executive board team of seven people in managing the local committee which consist of 30+ members.• Project management experience: Initiated the design, planning and execution of multiple successful projects with my team, including recruitment events, info sessions, local branch conference.• Deal with any arising problems, communicate to responsible party.• Outreach to external stakeholders and maintain a positive relationship.• Fostered a strong pipeline: 3 out of 6 executive board members advanced to national roles by the end of the year under leadership.

Markham, Ontario, Canada

• Generated over 10k in sales and opened 13 new accounts with clients including 7/11, Lexus etc. through prospecting different types of stores in Toronto, using cold calling and cold walk-in methods. • Acted as the first point of contact for any customer inquiries, order requests and other problems.• Create and maintain digital client files. Collect, update and review client information to ensure completeness of profiles in the system. Document all interactions with clients.• Assist other department activities when needed, such as conducting interviews, inventory checking etc.• Responding to any customer inquiries, implement resolution when needed.

Toronto, Ontario, Canada

• Led a team of four members to plan and execute a monthly reward & recognition program for the local branch.• Designed and delivered two semesterly recruitment events. Drove event delivery by effective scheduling, following up with action items through internal meetings, as well as collaboration with marketing department. Over 150 applications were received.• Collaborated with local branch manager to advise and add new policies when needed.• Keep a record of member attendance in department meetings as well as general assembly.• Multitask with various administrative duties such as room booking and announcement making.

Hangzhou, Zhejiang, China

• Took minutes of department meetings and distribute to department colleagues. • Managed organizational projects as directed. Followed up on action items with team members as well as other departments. • Outreach to external stakeholders in a professional manner as project requires.• Provides general organizational administrative support as needed, such as processing mail, photocopying, filing, drafting reports and other activities.

Toronto, Ontario, Canada

• Acted as the first person of contact for any customer inquiries and concerns• Host consultation sessions with potential customers to introduce the program, getting to know the client profile and recommend opportunities based on client interest.• Guide clients through the application process prior to exchange. Help them edit resume and prepare for interview when needed.

Cairo, Egypt

Designed and delivered in-person English lessons with adult learners. Coached over 40 students in totalProvide feedback to students regarding their progress in the classAssisted students’ learning process and determined their proficiency level by the end of the coaching termBasic administration, such as daily attendance tracking, distributing learning materials, and end-of-term reportCollaboration with the program coordinator and other staff, providing feedback to program delivery.