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Gillian Z. is an experienced Human Resources Business Partner at Embark since May 2016, with a strong background in customer service and team management. Responsibilities have included supervising a 15-member Contact Center team, achieving significant improvements in customer satisfaction metrics, and implementing effective performance management and recruitment strategies. Prior experience includes roles as a Customer Resolution Specialist and Customer Service Representative, both of which highlighted expertise in customer retention and managing high volumes of client interactions, particularly with Mandarin-speaking customers. Earlier in Gillian Z.'s career at Visas Consulting Group, responsibilities included managing a team, maintaining client relationships, and executing events and seminars to promote immigration services.