Summary
Overview
Work History
Education
Skills
Languages
Studying CSC course
Timeline
Generic

ESTHER ZOU

Guelph,ON

Summary

  • Enthusiastic Payment Operation adept at providing excellent client service throughout the Financing organization, looking for a position that allows for development of skills and further career growth.
  • Over 3 years financial services and cash operations
  • Over 3 years office administration
  • Strong experience in customer service
  • Strong experience in Financing industry
  • Able to type 50-60 W.P.M
  • Knowledgeable in Banking system
  • Knowledgeable in SWIFT
  • Organized, responsible and reliable
  • Knowledgeable in MS windows, Word, Excel and Power-point
  • Speak English and Mandarin
  • Current enroll CSC course

Overview

11
11
years of professional experience

Work History

Client Advisor

RBC Royal Bank
05.2023 - Current
  • Proactively engage with clients in the branch and deliver an outstanding service experience through completing transactions, and by identifying sales and referral opportunities
  • Focus on education and demonstration, leverage technology to deliver a memorable client experience, drive solutions and retain business
  • Contribute to team results by listening and spotting opportunities to offer additional advice, introduce clients to the capability of RBC partners, or personally fulfill client solutions
  • Proactively take ownership of resolving and preventing client banking problems
  • Cultivate and maintain relationships with partners to work as one RBC team
  • Manage risks by adhering to compliance routines, processes, and controls to protect client and shareholder interests while completing transactions.

Senior Operation Administrator

RBC Investment and Treasury Service Cash Operation
04.2022 - 05.2023
  • Execute operating procedures that ensure accuracy, timeliness and completeness of all processes use Milvus system with SWIFT MT103 MT202 MT304 MT210
  • Contribute to environment of continuous improvement that assesses workflow, processes and procedures on ongoing basis, ensuring maximum efficiency and quality within department
  • Achieve present targets measuring service quality and effectiveness against appropriate benchmarks and identify opportunities to enhance service and value proposition for out clients
  • Ensure appropriate liaison with risk and control area within operations and ensure all suspense accounts are current and up to- date
  • Be accountable for ongoing satisfaction of clients by ensuring deliverables meet client needs and expectations
  • Contribute to satisfactory results in all internal and external audits.

Client Advisor

RBC Royal Bank
11.2020 - 03.2022
  • Proactively engage with clients in the branch and deliver an outstanding service experience through completing transactions, and by identifying sales and referral opportunities
  • Focus on education and demonstration, leverage technology to deliver a memorable client experience, drive solutions and retain business
  • Contribute to team results by listening and spotting opportunities to offer additional advice, introduce clients to the capability of RBC partners, or personally fulfill client solutions
  • Proactively take ownership of resolving and preventing client banking problems
  • Cultivate and maintain relationships with partners to work as one RBC team
  • Manage risks by adhering to compliance routines, processes, and controls to protect client and shareholder interests while completing transactions.

Post office clerk

Shoppers Drug Mart
10.2016 - 12.2016
  • To provide prompt and superior customer service, Abide by the established Canada Post Corporation (SERVE) program
  • Input income package and outgoing package into data system
  • Cash handling including the Selling of money orders, stamps and registered mail/parcel service
  • Answering inquiries and resolving complaints regarding the postal service
  • Assist with the maintaining of RPO inventory and ensures the security of mail and cash.

Store Associate

Home Sense Canada
08.2015 - 12.2015
  • Greeting customer and direct customers to the department
  • Restock products onto the floor
  • Unlock and unpack merchandise from the warehouse
  • Handling cash and cards with POS terminal
  • Answer the phone and solve the problem
  • Maintaining the files
  • RF scanning for inventory.

Cashier Team Member

Target Canada
02.2013 - 04.2015
  • Provide great guest service
  • Handling cash and credit card with POS terminal
  • Help guest return or exchange
  • Greeting guest and direct the guest to different department
  • Stocking products on the shelf
  • Use PDA to search the merchandise in the warehouse
  • Solve problem and difficult situation
  • RF scanning for inventory.

Education

Business Administration - Business Administration

Sheridan College Mississauga
Mississauga, ON
01.2020

No Degree - English As A Second Language

George Brown College
03.2012

Customer Service Representative Training -

Naylor-Mcleod Group Limited
11.2009

Skills

  • Client interaction
  • Client Retention Strategies
  • Consultative Selling
  • Product Promotion
  • Cash Handling
  • Financial knowledge
  • Financial Services
  • Client Engagement
  • Client Needs Assessment
  • Microsoft Office system

Languages

English
Full Professional
Chinese (Mandarin)
Native or Bilingual

Studying CSC course

Recently study Canadian Security Course, plan to finish the exam and get the certificate within 2024

Timeline

Client Advisor

RBC Royal Bank
05.2023 - Current

Senior Operation Administrator

RBC Investment and Treasury Service Cash Operation
04.2022 - 05.2023

Client Advisor

RBC Royal Bank
11.2020 - 03.2022

Post office clerk

Shoppers Drug Mart
10.2016 - 12.2016

Store Associate

Home Sense Canada
08.2015 - 12.2015

Cashier Team Member

Target Canada
02.2013 - 04.2015

Business Administration - Business Administration

Sheridan College Mississauga

No Degree - English As A Second Language

George Brown College

Customer Service Representative Training -

Naylor-Mcleod Group Limited

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ESTHER ZOU