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Hi, I’m Yan Hu. I have over seven years of experience in internet insurance, including five years leading customer service teams. I’ve managed daily operations, boosted team productivity by 22% year over year, and maintained 96% customer satisfaction. I’m currently completing a Master of Digital Business at the University of Waikato and am looking for a part-time role (25 hours per week) to apply my customer service, team coordination, and process-improvement skills to help a dynamic team achieve its goals.…Hi, I’m Yan Hu. I have over seven years of experience in internet insurance, including five years leading customer service teams. I’ve managed daily operations, boosted team productivity by 22% year over year, and maintained 96% customer satisfaction. I’m currently completing a Master of Digital Business at the University of Waikato and am looking for a part-time role (25 hours per week) to apply my customer service, team coordination, and process-improvement skills to help a dynamic team achieve its goals.

Yan Hu

Project Manager, Content Producer, Content Designer, +2

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Hi, I’m Yan Hu. I have over seven years of experience in internet insurance, including five years leading customer service teams. I’ve managed daily operations, boosted team productivity by 22% year over year, and maintained 96% customer satisfaction. I’m currently completing a Master of Digital Business at the University of Waikato and am looking for a part-time role (25 hours per week) to apply my customer service, team coordination, and process-improvement skills to help a dynamic team achieve its goals.…Hi, I’m Yan Hu. I have over seven years of experience in internet insurance, including five years leading customer service teams. I’ve managed daily operations, boosted team productivity by 22% year over year, and maintained 96% customer satisfaction. I’m currently completing a Master of Digital Business at the University of Waikato and am looking for a part-time role (25 hours per week) to apply my customer service, team coordination, and process-improvement skills to help a dynamic team achieve its goals.

Available to hire

Hi, I’m Yan Hu. I have over seven years of experience in internet insurance, including five years leading customer service teams. I’ve managed daily operations, boosted team productivity by 22% year over year, and maintained 96% customer satisfaction.

I’m currently completing a Master of Digital Business at the University of Waikato and am looking for a part-time role (25 hours per week) to apply my customer service, team coordination, and process-improvement skills to help a dynamic team achieve its goals.

Skills

Experience Level

Expert

Expert

Expert

Expert

Intermediate

Language

English

Advanced

Work Experience

Team Lead & Business Manager at Leading Internet Insurance Company

October 1, 2020 - October 1, 2025

Led a team of 15 customer service specialists, setting KPIs, conducting performance reviews, and delivering targeted coaching that boosted team productivity by 22% year on year. Managed daily operations for a high-volume user base, overseeing policy sales, renewals, and claims processing with a 96% customer satisfaction rate. Developed and implemented standard operating procedures (SOPs) for complex customer queries, reducing average resolution time by 18%. Trained 15+ new hires on product knowledge, compliance requirements, and CRM tools, achieving a 90% first-pass onboarding success. Analyzed weekly performance data to identify bottlenecks, adjusting team workflows to align with business goals and seasonal demand fluctuations.

Customer Service Specialist at Leading Internet Insurance Company

October 1, 2018 - October 1, 2020

Resolved 10+ daily customer inquiries via phone, chat, and email, maintaining a 95%+ accuracy rate in policy and claim processing. Identified opportunities to improve customer experience, contributing to a 10% increase in repeat policy renewals within 12 months. Collaborated with the product team to relay user feedback, resulting in a 20% improvement in user satisfaction and a streamlined policy application process.