Mandy Leung Email & Phone Number

Create and execute content, strategy for Instagram, TikTok and YouTubeDevelop and produce high quality written, photo and video content for both organic and sponsored posts Conduct research and stay up-to-date with industry trends

Develop and implement a content, strategy, focussed on providing educational information about the brandCreate informative and shareable content to enhance the audience’s understanding of the brand products and services Foster a sense of community by engaging with followers, responding to comments and participating in relevant conversations Edit and enhance photos and videos to maintain a consistent and aesthetically pleasing brand image Stay updated on industry trends, and incorporate innovative editing techniques, to keep content, fresh and engaging Monitor and analyze social media performance metrics Provide regular reports on KPI’s and use data to optimize content strategyCollaborate with cross functional teams, including marketing, design, and product development to ensure cohesive messaging and brand representation

Canada

Developed comprehensive process documents from scratch to establish the framework for a brand new customer experience team.Facilitated the onboarding process for new clients, collecting necessary legal documents for company verification, performing ID verification, and preparing contracts for clients to sign as per the KYC/AML legislation.Managed scheduling activities for CEO, Payroll Specialist, and Senior Accounting Associate.Conducted thorough analysis of customer service operations to identify key areas for improvement and streamline processes.Collaborated with cross-functional teams to gather insights and incorporate best practices into process documentation.Implemented feedback loops to continuously iterate and refine processes based on performance metrics and customer feedback.Developed a trusted relationship with customers and accounting partners to prioritize the achievement of their business goals.Responded to customer phone and email inquiries as needed throughout operational hours.Collaborated with marketing and sales team to support customer expansion.Possess the most updated knowledge of Knit’s products, and services offerings and product roadmap.Proactively identified and resolved issues for clients demonstrating strong, problem-solving, and troubleshooting skills to enhance overall customer satisfaction.Collaborated with the marketing team to create a new website and comprehensive marketing brochure, contributing to the development, and refinement of compelling copy and visually appealing images.

Toronto, Ontario, Canada

Developed comprehensive process documents and training material from scratch to ensure consistent onboarding and development of team members, and allowing training time to be reduced by 50%.Trained and mentored new hires on customer service protocol and the integration of the 2 booking systems.Conducted thorough analysis of customer service operations to identify key areas for improvement and streamline processes.Implemented feedback loops to continuously iterate and refine processes based on performance metrics and customer feedback.Led training sessions to educate team members on new processes and foster a culture of excellence in customer service delivery.Acted as a subject matter expert, providing ongoing support and guidance to team members as they familiarized themselves with new procedures.Played a pivotal role in shaping the culture and operational efficiency of the customer experience team.Reported new hire performance and scheduling activities to the Senior Sales Manager.Greeted and welcomed every client and visitor in a warm manner.Upheld and practiced company policies, procedures and Kleinfeld service standards.Recorded and responded to all customer phone calls, voicemails, and email by forwarding and communicating all information in a timely manner.Managed/booked client appointments based on the client’s deadline.Completed all necessary data entry and ensured all administration and client service paperwork is accurate, processed, and updated

Toronto, Ontario, Canada

Ensured the Kleinfeld brand and service standards were fulfilled for each client and their Kleinfeld experience was met or exceededCreated a positive environment for all clients and vendor representativesProvided expert and positive information of each gown and/or product to the clientConducted client appointments for each client on time

Facilitated the training of new recruits, providing guidance on company procedures, product knowledge, and customer service best practices.Demonstrated a commitment to delivering exceptional service by providing quick turnaround times for resolving customer issues and concerns.Maintained a positive attitude and strong work ethic while multitasking and prioritizing tasks to meet customer demands and operational requirements.Processed sales transactions and returns efficiently, ensuring accuracy and adherence to company policies.Resolved customer inquiries and issues promptly in a fast-paced environment, maintaining a high level of professionalism and customer satisfaction.Managed administrative tasks in the cash office, including cash handling, balancing registers, and reconciling discrepancies.Handled inbound phone inquiries, providing information, troubleshooting, and resolving concerns to meet customer needs effectively.

Sales associateServing and processing sales for clients

Assisting Head Designer and Head Pattern Maker with Sample making

Organizing filesConstantly updating client information and files

Diploma, Fashion Business Industry

Diploma, Fashion Techniques And Design