YVONNE ZHANG

** ***** **, **** #***

Markham, Ontario L6G 0C6

416-***-****

abprs2@r.postjobfree.com

OBJECTIVE

To obtain an office administration position where I can apply my strong computer, learning and communication skills

HIGHLIGHTS OF QUALIFICATIONS

Eight years overall experience in customer service, client advising, data analyzing, account management and office administrationProficient in MS Office, Data Entry (>8678ksph), Windows and internet navigation Hard working, well organized, detail-oriented and self-motivatedAble to work efficiently in multitasking environment with a team or individuallyExceptional ability to work under high pressure, adaptability and willingness to tackle new responsibilitiesFluency in English and Chinese with strong communication and interpersonal skills

WORK EXPERIENCE

Customer Service Representative October 2009 –September 2012

Comwave Telecom Inc., Toronto, Canada

Answered high-volume inbound calls to deliver effective resolution of customer inquiries.Maintained excellent customer relations and developed customer loyalty.Analyzed customer needs and provided solutions to meet or exceed those needs.Strived for first-call resolution of customer issues and demonstrated best judgment in the disbursement of adjustments and credits.Generated more revenues for the company by upselling new rate plans and products.

Customer Service Coordinator October 2006 - August 2008

China Mobile Communications Corporation Shanghai Limited, Shanghai, China

Identified opportunities to promote and sell products and services to meet monthly sales target.Provided corporate clients with account assistance, wireless solutions and professional service.Developed new corporate clients with cost-effective sales and marketing strategies.Addressed VIP customers’ complaints and inquiries efficiently and identified their real needs to ensure customer satisfaction.Built strong relationships with 60 corporate clients and 400 VIP customers.Achieved Star Service and Best Sales awards in 2008.

Sales and Customer Service Agent February 2006 - September 2006

Haier New York Life Insurance Company, Shanghai, China

Contacted new people, met with them and fact-found to gather necessary information.Performed analysis of customer situation and presented solutions, which met objectives.Handled inbound calls and responded to customers within promised timeframe.Promoted and cross sold insurance products to new and existing customers.Provided professional post-sale service and periodical customer care.

Assistant Financial Advisor May 2003 - January 2006

Shuttlesworth & Associates, Tuscaloosa-AL branch of Mutual Service Corporation, USA

Prepared daily bank deposits and assisted with accounts receivable and payable.Interacted with clients providing general and technical support to resolve account issues.Executed stock/mutual fund transactions and conducted portfolio evaluation.Provided best solutions that correspond to clients’ needs and financial objectives.Prepared monthly billing statements, filed documents and updated client database.Analyzed market performance and company financial data to forecast business, industry and economic conditions.

Administrative Assistant June 2001- March 2002

Shanghai Science & Technology Network Communication Co., Ltd., Shanghai, China

Maintained inventory of office supplies, scheduled appointments and filed documents.Arranged a variety of material including technical reports, memoranda, and statistical data.Developed short-term and long-term plans and enterprise strategies for managers.Computed and administered salaries, social benefits and health insurance for employees.Performed all clerical duties and reported directly to the Executive Manager.

EDUCATION

Master of Arts in Banking and Finance

University of Alabama, USA

Master of Science in Information Management

Bachelor of Science in Information Science

East China Normal University, China

REFERENCES AVAILABLE UPON REQUEST

Contact this candidate