Customer Service Management

Michael Dongyue Jiang

Email: ***********@*******.*** / Cell : +1-732-***-****

Address: **** ********* **, ********, ** 11373, United States

Education

Australian National University Canberra. Australia

Master of Financial Management Feb.2016 – Dec. 2016

GPA 3.5/4.0 or 6.125/7.0 with Weighted Average Mark (WAM) 76.25. Distinction average

Core courses: Applied Corporate Finance, Applied Investments, Applied Valuation, Portfolio construction etc.

Monash University Melbourne. Australia

Bachelor of Business with Banking and Finance major July.2014 – Dec.2015

GPA 3.83/4.0 with Weighted Average Mark (WAM) 84.05. High Distinction average

Dean's Honor List Academic Achievement Award recipient

Excellence Wiley Award Top Performing Accounting Achievement Award recipient

Core courses: Investment banking, Equity market, Commercial banking and finance, Investments and portfolio management, Treasury Management etc.

36 Credits transfer (1.5 years) from College (Singapore Polytechnic)

Professional Experience

DBS Bank limited Singapore

Customer Service Officer May.2012 - Apr.2014

Provided initial contact to clientele, responding quickly and diplomatically to client inquires and solving their problems to ensure superior service and satisfaction.

Resolved customer complaints by identifying problems and taking appropriate corrective action – Resulted in 30% increase in department’s efficiency.

Top Compliment award in Feb.2013 in demonstrating professional etiquette and manners when interfacing with customers which resulted in 20% improved feedback of customers.

Attained the Top 20 performing officers award for Exceeding DBS’s predefined key performance indicators that is based on accuracy, customer service, duration of calls and availability.

Promoted in one year following excellence in providing customer education on the company’s services and commendation by supervisor.

Bank of China (Singapore branch) Singapore

Intern, Card Center Dec.2011 -Feb.2012

Assist in organizing service workflow to meet the influx of customers, thereby streamlining workflow issues.

Assist in propagating key product proposals, promotional flyers and presentation slides

Create customer databases, and handle customers’ credit cards applications and enquires in a professional way

Leadership and Project

ANU Global Microfinance Aug.2016

Directed a team of 4 members in undertaking an analysis of 2 locations, and provide a strategic recommendation as to which location(s) should expand to.

Consider the feasibility and financial sustainability of any such expansion and also to consider the social impact.

Recommendations on improvements on services and operations in general.

UBS Investment Banking Challenge Apr.2015

Partner with 3 other members to analyze and recommended specific investment opportunities to traders in dairy products and agribusiness

Valuation on the case acquisition, presentation focusing on key issues in relation to a potential transaction and strategic options

Singapore Polytechnic - Student Mentors & Academic Relations Team - Student Counselor Mar.2009- Dec.2011

Led a team of 7 members in planning training sessions and open house events.

Coordinate and facilitate freshmen in SP open house and Joint Admissions Exercise on academic and social issues to support their adjustment to college life

Serve as a positive role model and educate freshmen about different resources and student services available at SP.

Certification & Skills

Certification: Certificate in Technical Analysis awarded by Singapore Technical Analysts & Traders Society

Language: Fluent English and Chinese Mandarin

Technical: Leadership, Communication, Public speaking, Analytical; proficient in Microsoft Word, Excel, and Power Point

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