Tomas Wen Liang Email & Phone Number

Toronto, Ontario, Canada

• Streamlined and coordinated alongside multiple departments with the implementation of EPIC software at Scarborough General Hospital.
• Proactively assisted end-users in workflow adoption and provided one-on-one guidance, application and workflow support, and troubleshooting with end-users in a fast-paced healthcare setting.
• Identified and actively resolved issues, escalating when required, aligned with SHN processes.
• Communicated all software information and changes to end-users, and supported with any documentation and administrative activities.

Markham, Ontario, Canada

• Coached and developed new baristas to give quality customer service while upholding the values of Starbucks and recognized and nominated by fellow partners for great performance and was awarded Partner of the Quarter.
• Curated high-quality beverages for over 300 customers daily while establishing new connections with new customers and building relationships with existing ones.
• Provided and exceeded customer service expectations while increasing overall sales by 15% and increasing average satisfaction survey rating from clientele by 20%

Toronto, Ontario, Canada

• Advertised and marketed membership plans to existing and potential members, achieving a 75% conversion rate to a paid membership during Spring 2019
• Exemplified excellent member services during high-volume and fast-paced club operations (5 members per minute)
• Effectively resolved member issues and complaints with promptness and professionalism, increasing the retention rate to 90%

Toronto, Ontario, Canada

• Managed and organized the company’s project in streamlining stockroom management processes, increasing item find rate by 25%.
• Effectively managed a staff of 4-5 employees in all aspects of daily operations including training, inventory control, and customer service.
• Ensured the highest level of customer service to achieve over 120% of the target during Winter 2017.
• Provided and recommended products by identifying customers’ needs, as a result, increasing sales by 25%