Customer Service Manager

Qiwen(Rita) Luo

**** ****** **, ******* **** CA *1706

Cell: 626-***-**** E-mail: adch65@r.postjobfree.com Qualifications

--Leadership

--Account Assistant

--Regulatory compliance

--Excellent problem-solving skills

--Ability to work on a team and independently

--6 years banking experience, 10+ customer service experience

--Computer knowledge: MS Office

--Trilingual: English, Chinese-Cantonese, and Chinese-Mandarin Work Experience

East West Bank

Business Relationship Specialist (Jan 2019-Present)

-- Maintain and apply a thorough understanding of the bank’s credit policy, client eligibility, and all necessary business practices to ensure the submission of accurate and complete commercial and consumer loan packages

--Provide management with input regarding current policies and practices of competition, when appropriate

--Achieve quarterly/annual goal through the business generation of mortgages, SBA, treasury management, deposits, investments and other commercial and consumer products

-- Collaborate with Regional Manager and/or Branch Manager to develop and implement customer-centric strategic marketing plans

JPMorgan Chase Co.

Personal Banker ( Nov 2016-Dec 2018)

--Supported Branch Manager with all aspects of branch operations, including loss control, compliance and audit standard

--Reviewed/Approved CTR and submitted to BSA Department for e-filing

--Tailored product and services solution to customers and offered recommendations

--Stayed up to date with regulatory requirements and bank policies and procedures

--Performed other duties as assigned to contribute to the overall operation and profitability of the branch Cathay Bank

Branch Banking Specialist (July 2016-Oct 2016)

--Rotated among branches for essential job functions of Teller, Financial Service Representative, and Operations

--Worked closely with training and retail banking staff to enhance knowledge and developed skills

--Processed incoming and outgoing domestic wires transfers in a timely and accurate basis

--Edited/Added item transaction descriptions for General Ledger Tickets

--Processed daily exception items, including non-posts, NSF (Non-Sufficient Funds), stop payments, rejects, and chargebacks

--Inactive & Dormant Accounts Processing

--Be familiar with the appropriate policies, procedures and practices of retail banking JPMorgan Chase Co.

Teller ( Sept 2013- Jun 2016)

--Executed financial transactions in accordance with bank policies and procedures while maintaining an acceptable record in daily drawer balancing

--Verified, reconciled, and balanced deposits for commercial, ATM, consumer

--Identified and made sales referrals to team members in the branch such as bankers and mortgage officers

--Managed bank vaults to ensure correct cash balances VXI Global Solutions, Inc, Guangzhou Office, Guangzhou, China UK Visa Customer Service Operation Supervisor (May 2011 - Jun 2012)

--Worked closely with Call Center manager to achieve operation key performance indicators(KPI), made sure service delivered and met service-level agreement(SLA)

--Prepared and analyzed operation reports to identify issues in operation

--Escalated issues to operation manager and submitted proposal for resolution

--Collaborated with each team leader and customer service agent to achieve target goals

--Set up incentive plans and improved service quality

--Defined clear objectives, monitored activities, and provided proper training for teams to perform their jobs effectively VXI Global Solutions, Inc, Guangzhou Office, Guangzhou, China Apple On Line Store Customer Service Team Leader (October 2010 - April 2011)

--Created and inspired team environment with an open communication culture

--Provided feedback suggestions on service and sales improvement

--Coached and appraised customer service agent on their daily tasks with particular emphasis

--Demonstrated all sales and customer service core values and function as role model in the department for team members to emulate

--Trained new representatives and existing employees in system enhancements

-Worked with management on call trends and quality issues identified during monitoring VXI Global Solutions, Inc, Guangzhou Office, Guangzhou, China Banking Sr Customer Service Representative (Dec 2005 - Dec 2009)

--Handled customer enquiry

--Ensured the accurate customer information maintenance

--Cross-sales bank products and service to existing customers

--Activated and cancelled credit card account

--Resolved customers' complaints

Education and Credentials

Associate of Arts Degree in Business Administration Jun 2018 East Los Angeles Community College

Associate of Arts Degree in Business Jan 2010

GuangZhou University, Guangzhou, China

Contact this candidate