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Susan Yao

- 12101 Idaho Ave, #204 Ÿ Xxxxxx, CA xxxxxx ( (xxx-xxx-xxxx *





Dear Hiring Manager,



        I am writing this in response to a job vacancy posting for the position of ________________. Please accept my application to become part of your team. My resum is attached for your review and consideration.


What I offer is my baccalaureate degree in International Business and Economics with more than 12 years providing high-performance marketing & sales support, customer service, administration, and operations support in the telecommunications, financial services, and healthcare industries. I am currently with the Internet Corporation for Assigned Names & Numbers (ICANN) based in Xxxxxx, CA as a Business Operations Analyst II providing sales and operations support. Prior to this, I was with Dignified Transition Solutions & Dignified Home Loans in Westlake Village, CA as an Operations Management Specialist. For more details, please take a moment to go through my resum .


In leveraging my sales and operations management support competencies, I bring to the table my personal strengths that include a passion for achieving business objectives through sustained customer-focused and results-driven work excellence. Along the way, I have also proven my interpersonal communication skills that help build relationships with clients, stakeholders, and industry professionals so critical in generating revenues for repeat business and word-of-mouth promotions in highly competitive markets.


I am confident that my education, experience, and personal strengths offer the right mix of qualifications with which I can help achieve your objectives as part of your team. Should you need further clarification, or would prefer to schedule an interview, please do not hesitate to reach me through my phone or email address indicated in the heading. Thank you for considering me, and I look forward to hearing from you soon.








Attachment: Resum





Susan Yao

- 12101 Idaho Ave, #204 Ÿ Xxxxxx, CA xxxxxx ( (xxx-xxx-xxxx *


Sales Operations Management


Qualifications Profile


    Highly self-motivated and results-driven service management professional with more than 12 years providing high-performance marketing & sales support, customer service, administration and operations support in the telecommunications, financial services, and healthcare industries.

    Detail-oriented, analytical and methodical with critical thinking to resolve work issues even under stress.

    Flexible and adaptable with quick learning abilities to reach high productivity levels in fast-paced work environments and new or demanding assignments.

    Well-organized with multitasking skills that optimize limited resources to achieve outstanding results.

    Strong people management and interpersonal communication skills that inspire customer confidence while forging teamwork synergies with colleagues across diverse ethnicities.


Key Expertise

Sales Management

    Marketing & Sales (Trad. & Online)

    Service Sales Administration

    Territory Sales Administration

    Account Management

    Customer Service Management

    Relationship Management (Customers, Stakeholders, Public, & Suppliers)

    Event / Promotions Management

    Portfolio Management

Operations Management

    Strategic Planning & Execution

    Fiscal & Budget Management

    Process/Workflow Improvement

    Inter-Office Coordination

    Policies & Regulatory Compliance

Financial Services

    Financial Planning & Execution

    Marketable Securities Management

    Equity & Wealth Management



    HR Management

    Retirement Administration

    Vendor/Contract Administration

    Time & Meeting Management

    Records & Document Management

    Multilingual in English, Chinese (Native) & Japanese (Conversational)


    Business Apps: ACT, Bloomberg Software, Morningstar, Citrix & SharePoint, Naviplan,

    HR Systems: Encompass360, Paychex, Equator &

    Online Apps: Salesforce, Basecamp

    Productivity Tools: MS Office, Lotus Notes

    Internet: Email/Webmail, Web Research, Social Networking, & Online Collaborative Computing


Professional Experience


Marketing & Sales, Event Management

    Organized marketing events for clinic and home office at the Tokyo Adventist Dental Clinic.

    Assisted the sales team with all product information in sales presentations to prospective clients.

    Managed major stock market events for clients at Ameriprise Financial, coordinating with catering services, location coordinators, and various vendors at each event staging.

    Used Salesforce and Encompass to create and update dashboards for 300+ staff daily at Dignified Transition Solutions.

Customer Service Management

    Used Salesforce CRM at ICANN to monitor and address customer requests, analyzing the issues involved and recommending action plans and process changes to senior management to preclude future recurrence of similar cases.

    Provided Mandarin Voice Talent translation for Automated Voice Response.

    Coordinated with the sales team, prepared sales documents, and processed all client requests for the Retirement Service department at ML Stern.

    Executed all client insurance requests and assisted clients with product selections and Ameriprise.

Relationship Management (Clients, Internal Organizations, Partners & Suppliers)

    Managed hundreds of client relationships daily at ICANN reviewing and resolving client requests, responding to client inquiries on how to interpret portfolio reports provided and working with clients and Account Managers to create custom solutions.

    Coordinated with foreign insurance companies for billing needs and organized patient database and paper records at Tokyo Adventist. Worked with production and client s legal department to prepare contract details while tracking contract signature status to meet critical deadlines.




Susan Yao

- 12101 Idaho Ave, #204 Ÿ Xxxxxx, CA xxxxxx ( (xxx-xxx-xxxx *


Professional Experience (continued)


Relationship Management (continued)

    Supported senior partners and clients with Insurance and Investments plans at Signature Estate.

    Provided advisors and clients with gain/loss reports, equity holding reports, income reports, and cost basis reports at ML Stern.

Financial Service Management

    Compiled and managed all Separately Managed Service accounts ($250 million), rebalancing allocation models and researching quarterly fund screening for all mutual funds at Ameriprise.

    Managed branch office services at deVere in Tokyo that included billing and dealing with multiple vendors.

HR Administration

    Worked with recruiting offices with all hiring staff and payroll. Prepared new employee packets not limited to background checks and personnel files. Setup new employees in all account systems not limited to personal access systems and Vendor access systems.

    Provided administrative and operations support functions, designed and implemented procedures for database systems, vendor and staff recruitment at Dignified Transition.

Operations & QA Management

    Provide quality assurance oversight for change requests in application at ICANN.

    Directed Quality Assurance team of 15+ professional staff to ensure Loss Mitigation department requirements are met with the client to achieve a 98% or greater scorecard and accomplish company goals at Dignified Transition.

    Collaborated with the compliance department, EVPs and Executive Officers to improve efficiency and identify discrepancies in data audits, observing company operations, and QA reports.

Project Management

    Assigned to specialized projects at ICANN as needed. Developed and maintained standard project documentation including business rules/requirements, action items, agendas, minutes, status reports and project plans.

    Generated regular routine reports to headquarters for each advisor located at the Tokyo branch.

    Assisted Signature Estate by creating portfolio allocation models using Advent. Researched, analyzed and summarized basic information in charts, graphs, and reports total asset management.



Work History


The Internet Corporation for Assigned Names & Numbers (ICANN) Ÿ Xxxxxx, CA

Business Operations Analyst II Apr 2014 Present

Dignified Transition Solutions & Dignified Home Loans Ÿ Westlake Village, CA

Operations Management Specialist / Compliance Manager / HR Coordinator Jul 2012 Apr 2014

Tokyo Adventist Dental Clinic Ÿ Tokyo, Japan Ÿ (Hollywood) Xxxxxx, CA

Marketing Coordinator/ Contract Project Specialist (Temp Position) Sep 2011 Jun 2012

Ameriprise Financial Ÿ Xxxxxx, CA

Financial Planning Portfolio Administrator / Executive Assistant Aug 2009 May 2011

ML Stern, a Division of Southwest Securities Ÿ Xxxxxx, CA

Retirement Advisor Coordinator Mar May 2009

Signature Estate & Investment Advisors Ÿ Xxxxxx, CA

Portfolio Administrator/ Executive Assistant Jul 2007 Nov 2008

The True Agency Ÿ Xxxxxx, CA

Administrative Assistant / Human Resource Assistant Apr 2006 Jul 2007

deVere & Partners (Global Company) Ÿ Tokyo, Japan

Office Manager / Executive Assistant to General Manager Mar 2004 Mar 2006





B.A. in International Business and Economics









Thank You Letter (Remove prior to sending)





Susan Yao

- 12101 Idaho Ave, #204 Ÿ Xxxxxx, CA xxxxxx ( (xxx-xxx-xxxx *





Name of Interviewer

Position Title of Interviewer

Name of the Company
Street Address
State, Zip Code




Dear [Mr. /Ms. Last Name],


It was with great pleasure and honor that we met and talked last _________________ [date of interview] to interview me for the position of ________________ [job title applied for]. I would like to thank you for the opportunity that allowed me to learn more about the position,] and more importantly, how I can best meet your requirements for the job.


As we discussed ___________________ [refer to anything said that seemed important to the interviewer]. I am confident that our meeting was able to clarify how my competencies, education and work experience can contribute to further the success of the business.


My excitement to join ________________ [organization name] has certainly gone beyond my expectations before the interview. Should you need additional information based on our discussions, please do not hesitate to email or call me at my contact points in the header. I look forward to working with you soon.


Best regards,


















Follow-Up Letter (Remove prior to sending)




Susan Yao

- 12101 Idaho Ave, #204 Ÿ Xxxxxx, CA xxxxxx ( (xxx-xxx-xxxx *






Name of Interviewer

Position Title of Interviewer

Name of the Company
Street Address
State, Zip Code






Dear [Mr. /Ms. Last Name],



It has been _____________ [length of time in days or weeks] since meeting with you for an interview last [date of interview]. I know you are a busy professional and I hope everything is fine with you.


May I be updated with the status of my application? I remain optimistic that my interview with you has further enriched your understanding of what you can expect from me in the position of __________________ [position title]


My excitement to join ________________ [organization name] has not diminished. Should you need additional information based on our discussions, please get in touch with me through any of my contact points in the header. Thanks you, and I look forward to hearing from you soon.


Best regards,















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