Summary
Overview
Work History
Education
Skills
Timeline
Generic

LOUISE LIANG

Denver

Summary

Dedicated and proactive professional with a strong passion for hospitality and mentorship, seeking an opportunity to grow within Evolve. Bringing 3.5 years of experience working closely with Evolve homeowners, I am committed to contributing to the success of the Dedicated Advisor Team by delivering outstanding owner experiences and serving as a supportive resource to my teammates.

Overview

19
19
years of professional experience

Work History

Team Lead

EVOLVE VACATION RENTAL
03.2024 - Current
  • Take ownership of escalated calls and resolve those escalations as they arise.
  • Supervise and support a team of 10 members, offering guidance and mentorship. Set clear team goals and performance expectations
  • Provide regular feedback and conduct coaching sessions.
  • Ensure effective communication within the team, ensuring information is understood and shared. Address team concerns, resolve conflicts, and maintain a positive team atmosphere.
  • Identify training needs within the team and facilitate skill development
  • Foster a culture of continuous learning and improvement.
  • Organize and deliver training sessions or coordinate with external providers as needed.
  • Suggest improvements or process optimizations to enhance team efficiency.
  • Work closely with cross-functional teams to ensure alignment with broader organizational goals.
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
  • Coached team members in techniques necessary to complete job tasks.

Owner Success Associate Level II

EVOLVE VACATION RENTAL
01.2022 - 02.2025
  • Front of the line customer service representative to Evolve’s short-term vacation rental owners
  • Provided unparalleled customer experiences by utilizing emotional intelligence and adept problem-solving skills to address inquiries and resolve issues promptly and effectively
  • Supported owners through various communication channels, including calls, live chats, and emails, ensuring a timely and professional response to meet their needs
  • Assisted owners in making changes and updates to listings and bookings, demonstrating a thorough understanding of the company's systems, policies, and processes
  • Collaborated closely with teammates in Owner Success and across the organization to deliver timely solutions that catered to the needs of both guests and homeowners
  • Consistently meet and exceeded departmental goals and service levels by maintaining high performance standards

Executive Virtual Assistant/Social Media Manager/Account Manager

sumTHEMIS
03.2020 - 12.2021
  • Served as the liaison between the clients and the company’s executive team
  • Addressed the client’s inquiries and concerns as quickly and effectively as possible to develop and maintain strong relationships
  • Main point of contact for a minimum of 5 clients and a maximum of 8 clients per day
  • Arranged travel and accommodations
  • Managed cross-functional teams for successful project completion within budgetary constraints and deadlines.
  • Managed contact lists and organize client’s calendars
  • Oversaw a company’s interactions with the public through implementing content strategies on social media platforms
  • Analyzed engagement data, identify trends in customer interactions and plan digital campaigns to build community online presence

Executive Personal Assistant/Social Media Manager

IMPACT LOCALLY
10.2015 - 03.2020
  • The front of the line contact person for all needs related to the nonprofit which sometimes required taking notes and messages for the CEO
  • Performed as a liaison between the CEO to the staff, donors, and volunteers
  • Managed the CEO’s calendar and appointment scheduling which sometimes required travel arrangements and itineraries
  • Scheduled monthly nonprofit fundraisers and events
  • Managed nonprofit’s social media presence with updated content as well as promoted content in various social media outlets such as Facebook, LinkedIn, Instagram, Twitter, and Meetup Groups
  • Maintained professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; and participating in professional societies
  • Provided exceptional customer service when interacting with clients or vendors on behalf of the executive team.
  • Organized high-level events, ensuring seamless execution and positive attendee experiences.
  • Liaised with internal departments and external partners, fostering strong professional relationships.

Executive Administrative Assistant

APPLIANCE FACTORY MATTRESS KINGDOM
12.2018 - 05.2019
  • Acted as the point of contact between executives and internal and/or external colleagues
  • Organized meetings and booked meeting rooms
  • Handled correspondence directed to senior managers
  • Made travel arrangements and detailed travel itineraries
  • Took dictation and minutes and wrote them up subsequently
  • Produced reports and presentations
  • Maintained the current filing and database system, and implemented ways to improve current systems
  • Maintained confidentiality when handling sensitive information, protecting company interests and employee privacy.
  • Coordinated and booked airfare, hotel and ground transportation and prepared itinerary to facilitate successful trips.
  • Scheduled appointments promptly, ensuring optimal use of executive time while minimizing conflicts or cancellations.

District Manager

THE PET CLUB
02.2016 - 12.2018
  • Managed all day-to-day duties to ensure the smooth operation of 5 retail stores
  • Marketed merchandise by studying advertising, sales promotion, and display plans; analyze operating and financial statements for profitability ratios
  • Determined marketing strategy changes by reviewing financial statements and departmental sales records
  • Secured merchandise by implementing security systems
  • Engaged in off site promotions and events to entice foot traffic
  • Handled new hires, performance reviews, and termination of staff members
  • Supervised various locations, enforcing high-quality standards of operation.
  • Boosted employee morale by creating a positive work environment that encouraged teamwork, collaboration, and professional growth opportunities.

Sales/Service

STATE FARM
08.2015 - 02.2016
  • Sold and service auto, home, and life insurance policies
  • Built and maintained a pipeline of prospects and referrals
  • Promoted and sold State Farm Bank and lending products
  • Developed insurance quotes, made sales presentations, closed sales, and calculated payment methods
  • Maintained knowledge of new products and generating insurance quotes
  • Outstanding at relationship building and maintained client relationships with follow up phone calls
  • Explained features, advantages and disadvantages of various policies to promote sale of insurance plans

Operations Shift Supervisor

MWR OF NSA BETHESDA, WALTER REED NATIONAL MILITARY MEDICAL CENTER
05.2006 - 03.2012
  • Managed operations during the absence of the Liberty Program Manager and Food and Beverage Manager
  • Secretary to the Liberty Program Manager; second in command at the Liberty Zone and Wounded Warrior Galley
  • The creator and main contributor in the setup and implementation of the Liberty Arts Program, Cellit Electronic Marketing Program, Liberty C.A.R.E.S. Volunteer Program, MWR Liberty of NSA Bethesda Facebook page, and utilized Navy General Libraries for the Liberty Zone
  • Entrusted with a government credit card, tax ID card, keys to multiple offices, recreation centers, and work vehicles
  • Increased membership and event sales by 73% within the first year of reopening
  • Worked with the Wounded Warrior Liaison Office to schedule multiple events including special guests and celebrities
  • Planned and managed events such as military retirement/promotional ceremonies, weddings, USUHS’ Annual Holiday Parties (up to 500 to 700 guests), military formals, seminars, vender expos, and lectures
  • Handled daily cash count and sales of $5,000+, made unscheduled cash audit counts on a monthly basis
  • Provided exceptional customer service, addressing concerns promptly and professionally.
  • Promoted teamwork and collaboration among staff members by fostering a positive work atmosphere rooted in mutual respect and open communication channels.

Education

AA - Business Administration

American Military University

Skills

  • Customer Relations
  • Conflict Resolution
  • Works Well Under Pressure
  • Time Management/Organizational Skills
  • Sales and Bonus Quotas
  • NPS Detractor Surveys
  • Decision Making
  • Attention to Detail
  • Self-Starter
  • Employee Development & Retention
  • Interpersonal Skills
  • Strategic Initiatives
  • Vendor Management
  • Human Resource Information Software
  • Customer focus
  • Coaching & Mentoring

Timeline

Team Lead

EVOLVE VACATION RENTAL
03.2024 - Current

Owner Success Associate Level II

EVOLVE VACATION RENTAL
01.2022 - 02.2025

Executive Virtual Assistant/Social Media Manager/Account Manager

sumTHEMIS
03.2020 - 12.2021

Executive Administrative Assistant

APPLIANCE FACTORY MATTRESS KINGDOM
12.2018 - 05.2019

District Manager

THE PET CLUB
02.2016 - 12.2018

Executive Personal Assistant/Social Media Manager

IMPACT LOCALLY
10.2015 - 03.2020

Sales/Service

STATE FARM
08.2015 - 02.2016

Operations Shift Supervisor

MWR OF NSA BETHESDA, WALTER REED NATIONAL MILITARY MEDICAL CENTER
05.2006 - 03.2012

AA - Business Administration

American Military University

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