Carmen Zhou
Abbotsford
Summary
Career driven BBA graduate: skilled at engaging with customers, understanding needs, and wants from customers to team members. Excellent problem-solving skills, time management skills and ability to perform well in a team. Willing to take on any task given to meet and exceed expectations.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Rogers Communications
03.2023 - Current
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Customer service
Premium Banker, HSBC
08.2022 - 03.2023
- Worked with customers to procure updated financial information on continuous basis.
- Acquired collateral documents to be utilized as security on loans in accordance with banking policies.
- Analyzed customer profiles to identify appropriate products and provide value-added approaches to client issues.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers.
- Processed various transactions with accuracy and according to bank standards and legal requirements.
Manager
Hong Dynasty
03.2017 - 01.2023
- Assigned tasks to associates to fit skill levels and maximize team performance
- Greeted and encouraged feedback from customers to implement in-store operational changes
- Communicated well and used strong interpersonal skills to establish positive relationships with guests and employees
- Managed accounts payable, accounts receivable and payroll
- Gathered and evaluated promotional data to improve future planning
- Executed updated plans to increase branding exposure, customer traffic and sales.
Education
BBA - General
University of The Fraser Valley
Abbotsford, BC06.2023
Skills
- Project management
- Sales Techniques
- Relationship building
- Friendly, positive attitude
- Time management
- Computer skills
- Leadership
- Revenue generation
- Microsoft Word Application
- Problem-Solving Ability
- Active Listening
- Issue and Complaint Resolution
Timeline
Customer Service Representative
Rogers Communications
03.2023 - Current
Customer service
Premium Banker, HSBC
08.2022 - 03.2023
Manager
Hong Dynasty
03.2017 - 01.2023
BBA - General
University of The Fraser Valley
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