CALVIN Y.Q. LIANG
Scarborough,Canada
Summary
Experienced with client support, fostering positive relationships and resolving issues efficiently. Utilizes effective communication and problem-solving to ensure client satisfaction. Track record of adaptability and teamwork, driving successful outcomes in fast-paced setting.
Overview
19
19
years of professional experience
Work History
Low Voltage System Technician
Titan Power Ltd.
06.2023 - Current
- Interact with customers to executed structured cabling installations in commercial and residential settings.
- Collaborated with project teams to design cabling pathways and configurations.
- Communicate with customers to diagnose, identify, and resolve surveillance system issues.
- Customer serviced: Bank of China, HuaWei Canada, HikVision Canada, Bestco Supermarket, FreshPro Supermarket, Altea Fitness Club.
Regional Manager
FlavoChicken Franchise Mgmt Co.Ltd. (China)
01.2016 - 01.2023
- Responsible for ensuring consistent and high-quality customer service across multiple branches and regions;
- Recruiting, training, and mentoring customer service staff to deliver exceptional service;
- Building and maintaining positive relationships with key customers or clients at the regional level;
- Monitoring and evaluating customer service performance metrics, such as customer satisfaction scores, response times, and resolution rates;
- Streamlining customer service processes and workflows to enhance efficiency and service quality;
- Communicate effectively with CSRs, branch managers, and other stakeholders to ensure alignment with customer service goals and objectives;
Client Service Representative
Lyoness Canada
01.2014 - 01.2015
- Handle inbound and outbound calls from members & Respond to emails;
- Make outbound calls to confirm payments, to follow up and to collect information;
- Troubleshoot technical problems, mostly from website;
- Leverage internal systems to document all members’ interactions, problem resolution status, next steps, time commitments, etc;
- Resolves product or service problems by clarifying the members complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem;
- Attracts potential members by answering product and service questions;
- Supporting marketing campaigns by making outbound calls;
- Work on special projects as assigned by management;
Senior Officer
ZAMMYLIFE, (China)
01.2013 - 01.2015
- Contacted customers to respond to inquiries and diplomatically resolve issues
- Provided support with business development activities to develop an electronic shopping business
- Communicated effectively with new and existing customers, vendors and staff for daily operations
- Conducted research to identify potential business investors for marketing franchise opportunities
- Support marketing campaigns by making outbound calls;
- Troubleshoot any technical problems, mostly from website;
- Used sales and market techniques for promotion and franchise development including: website development and design, website marketing and logistics management
- Increased business development through responsibilities for store design, store branding, product procurement and employee training
- Developed marketing materials to build franchise brand and successfully expand customer base
Client Portfolio Analyst
Scotiabank
01.2008 - 01.2009
- Interacted daily with external and internal clients through phone and email inquiries to deliver efficient services and provide positive customer service experience
- Resolved customer complaints by identifying problems and taking appropriate corrective action
- Provided support to internal client relations manager (CRM) for daily operations
- Reviewed financial information to identify and monitor over draft and anti-money laundering transactions
Client & Dealer Services Agent
GrowthWorks Capital
01.2007 - 01.2008
- Delivered professional and efficient customer service as a first point of contact for customers and staff
- Efficiently handled call centre inquiries from brokers, investment advisors and shareholders
- Provided information and answered inquiries with accurate and reliable information according to company procedures and call response deadlines
- Frequently review relevant materials and developed scenarios to identify the best approach for customer service which resulted in 25% improved feedback of customers
- Dealt with irate and upset customers by providing solutions which balanced customer satisfaction and according to company policies and procedures
- Followed up with customers striving to resolve issues in a timely manner to maintain customer loyalty
- Used computer skills to perform data management and used Excel, CHUI and GUI system which resulted in the 30% increase in department’s efficiency
Education
Master of Business Administration -
Peking University
01.2012
Bachelor of Commerce - Business Administration
University of Toronto
01.2007
Skills
- Over 20 years of well-developed customer relation skills and conversational skills to effectively handle new customer inquiries and maintain customer satisfaction, aiming to build long term customer relationships
- Trilingual: Strong verbal and written communication skills with fluency in English, Mandarin and Cantonese
- Strong computer skills: MS Office (Word, Excel), Internet, Email, web-based data and information platform navigation
- Peking University MBA Graduate with more than two hundred potential immigration-ready elite classmates
- Canadian High School and University experience -ready to give advice to any potential student
- Master in creating, editing, publishing and promoting new generation media DouYin, Tiktok, Red Note
Languages
English
Full Professional
Chinese (Cantonese)
Native or Bilingual
Chinese (Mandarin)
Native or Bilingual
Timeline
Low Voltage System Technician
Titan Power Ltd.
06.2023 - Current
Regional Manager
FlavoChicken Franchise Mgmt Co.Ltd. (China)
01.2016 - 01.2023
Client Service Representative
Lyoness Canada
01.2014 - 01.2015
Senior Officer
ZAMMYLIFE, (China)
01.2013 - 01.2015
Client Portfolio Analyst
Scotiabank
01.2008 - 01.2009
Client & Dealer Services Agent
GrowthWorks Capital
01.2007 - 01.2008
Bachelor of Commerce - Business Administration
University of Toronto
Master of Business Administration -
Peking University