Ivy Zhao

Experience

My experience so far.

I’ve worked across claims payments, vendor coordination, reporting, content delivery, and internal communications. These roles have taught me how to learn unfamiliar tools quickly, support different teams, and stay close to the details.

April 2026 - Present

Markham, Ontario

Xodus Travel Services Inc.

Billing Specialist

  • Support claims billing and payment operations across member payments, vendor payments, failed-payment investigations, and recurring payable workflows.
  • Process and validate wire, cheque, EFT, virtual, and multi-currency claim payments.
  • Coordinate daily and weekly payment batches while keeping payment records, supporting materials, and CRM updates aligned with internal procedures.
  • Investigate discrepancies and exception items with claims, cost containment, finance, and operations stakeholders.
  • Assist with reconciliation, reporting, payable cleanup, and month-end operational routines.
  • Maintain training notes and process references while identifying unclear handoffs and opportunities to improve repeatability.
Claims paymentsVendor coordinationException handlingProcess handoffs

May - August 2025

Markham, Ontario

Digital Extremes

Content Marketing Coordinator

  • Produced player-facing digital content across web, social, and in-product channels for announcements, events, collaborations, and live-service updates.
  • Managed publishing workflows end to end, coordinating schedules, approvals, and revisions across marketing, design, and development teams.
  • Aligned content deliverables with campaign goals, player engagement priorities, and time-sensitive release windows.
  • Created a shared Excel workload tracker alongside Jira to improve visibility into assignments, edit readiness, and approval status; the team adopted the tool permanently.
Publishing operationsWorkflow visibilityCross-functional coordinationContent production

January - April 2025

Toronto, Ontario

Toronto Police Service

HR Communications Student

  • Audited HR communications infrastructure to identify gaps in process consistency, reference materials, and cross-team coordination.
  • Synthesized findings into a formal report presented to board-level leadership, with recommendations for resource allocation, process standards, and communications priorities.
  • Supported approved changes by restructuring communication workflows and addressing obsolete resources.
  • Created employee-facing materials, newsletters, onboarding resources, and feedback tools to make internal information easier to access.
Process auditInternal communicationsLeadership reportingChange support

January - August 2023

Waterloo / Toronto

Manulife

National Education Specialist

  • Managed CRM-based client communications, creating and distributing targeted retirement education materials.
  • Connected CRM, Excel, and PowerBI data through native Microsoft integrations to reduce manual dashboard updates.
  • Built and maintained PowerBI dashboards for campaign performance, member engagement, and operational outputs.
  • Supported large-scale client transitions from legacy enrollment platforms, coordinating timelines and tailoring communications.
  • Created training guides, automation instructions, and process references to support repeatable execution and onboarding.
CRM workflowsPowerBIProcess automationTraining guides

Education

University of Waterloo

BA, Communication Studies
Honours Arts & Business Co-op · 2020-2026

Professional development includes the THiA Travel Insurance Program, customer service, business essentials, and business analysis for project managers.

Current resume.

The PDF includes full role details, tools, education, certifications, and skills in one place.

View resume