Customer Service Manager

Xiaonan (Annie) Zhang

* **** **., *** #***, Toronto, ON M5A 4M2

647-***-**** ***********@*****.***

Education

Canadian Security Course (CSC) September 15th 2011

Honors Bachelor of Commerce, Graduated

DeGroote School of Business, McMaster University, Hamilton, ON September 2008 – April 2012Major in Finance, Minor in EconomicsEntrance Scholarship, 2008Dean’s Honor List, 2011/2012Completion of the Traders in Residence Program, by the Allen H. Gould Trading Floor March 27th, 2012

Work Experience

Cashier/Waitress

Matsuri Sushi Restaurant, Dundas, ON January 2011 – March 2012Well-equipped with service tactics to improve dining experience, leading to increasing loyal customers.Enhanced ability to work in a multitasking environment, results an increased efficiency and productivity.Provided practical of bookkeeping with high accuracy, analyzed and reported to the owner about the food and beverage inventory conditions once per week.Coached a new employee, one-on-one and delegated responsibility with respect, resulting in increased speed and service to patrons.Implemented telephone reservations and orders on a daily basis.

Customer Service Representative

China Citic Bank May – Sep 2010Properly advised customers through their investment goals, conducted risk analysis and comparisons on fixed-income product selection based on needs.Prepared data using Excel and reconciled register totals within different service application forms for lobby manager on a daily basis.Effectively managed reception of customers, which includes identifying problems and acting immediately to solve them, answering general inquiries of basic banking services leading to higher operational efficiencies. Successfully completed task of making 500 calls for customer relationship management.Performed general office duties with lobby manager, including photocopying, faxing and transferring calls.

SkillsComputer Proficient in Microsoft Office, including; Access, Word, Excel and PowerPointFluent in both English and Mandarin

Extracurricular Activities

Treasurer

United Way at McMaster, McMaster University, Hamilton, ON May 2011 – April 2012Confidently utilized professional skills to keep finances of the club well organized, which involved using Excel to keep record of every transaction and make these items accessible to everyone as a monthly report thus creating a transparency finance system.Attentively prepared the accurate and cost-oriented budget plan for the club and also completed all the McMaster Student Union forms carefully, reporting the balance of club account to executives on time.Advertised and communicated passionately within the network; increased club members by 15% and made more people aware of the club.

Interests and HobbiesSport – Swimming, rollerblade, skiing, yoga, billiards.Travel – Taiwan, Banff, Edmonton, Calgary, New York City, Washington D.C, Philadelphia, Ottawa, Quebec City, Montreal, Chicago, Madison, Tibet, Grand Canyon, Los Angeles, San Diego, Las Vegas, Portland, Sydney, Melbourne, Auckland, Bangkok, Hong Kong.

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