Summary
Overview
Work History
Education
Skills
Timeline
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Fang Liu

Markham,Ontario

Summary

Responsible Team Coordinator with passion for managing complex responsibilities with organized and resourceful approach. Intelligent and analytical with excellent communication and collaboration skills. Strong research, data entry and contract preparation abilities. Organized Team Leader builds positive report, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at liaising cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor. Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focused with excellence in communicating goals and vision to succeed. Problem solver, net-worker and consensus builder.

Overview

11
11
years of professional experience

Work History

RBC Senior Banking Advisor

RBC Royal Bank
01.2024 - Current
  • Educated customers on digital banking platforms, encouraging adoption of online services for convenience and efficiency benefits.
  • Educated clients on various financial matters including deposit accounts and credit products and provided professional recommendations on investment opportunities, products, and services based on each clients' individual needs.
  • Developed rapport with each client to maintain customer loyalty and establish long-term accounts.
  • Improved team sales performance by cross-selling various banking products and services.

RBC Card's Advisor

RBC Royal Bank
11.2022 - 12.2023
  • Maintained up-to-date knowledge of credit products and regulations, ensuring accurate advice was provided to clients at all times.
  • Enhanced customer experience by addressing inquiries, resolving issues, and providing prompt assistance.
  • Exceeded individual sales targets consistently, contributing significantly towards overall branch growth.

Supply Chain Analyst

China Offshore Oil Corporation
10.2021 - 09.2022
  • Optimized supply chain processes by implementing data-driven analysis and forecasting methods.
  • Reduced inventory holding costs through effective demand planning and supplier management strategies.
  • Implemented lean principles for more efficient warehouse operations, resulting in cost savings and improved customer service.
  • Collaborated with cross-functional teams to develop and execute end-to-end supply chain strategies that supported business objectives.

Team coordinator

24-7 Intouch Polo Park
02.2020 - 08.2021
  • Monitored agents working performance in real time and provided brief and timely guidance when noticing any issues
  • Took phone calls from request line (urgent cases) and helped customers to better understand products and policy and provided faster and better service
  • Made weekly quality assurance report and evaluation for team members through listening randomly picked phone calls recording to make sure team members' well perform
  • Checked weekly and monthly KPI (key performance indicator) column diagrams of each team member and coached agents who does not meet KPIs target and increased team KPI scores by 75%
  • Addressed customer service overflow to reduce complaints by 46%
  • Built strong relationships with customers through positive attitude and attentive response and increased revenue by 35%.

Customer Service Representative

24-7 Intouch Polo Park
10.2018 - 02.2020
  • Responded to customer requests via telephone and email
  • Handled over 50 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancellation
  • Directed clients to build personal accounts online by using all kinds of tools on websites
  • Consulted with outside third parties to resolve discrepancies and create effective solutions
  • Investigated and evaluated technical problems by using troubleshooting and screenshots collected from clients while leveraging personal expertise to find appropriate solutions

Sales Assistant

Urban Planet
09.2017 - 09.2019
  • Processed cash, check and credit card payments
  • Opened new merchandise and stocked sales floor racks and shelves
  • Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases
  • Accepted and finalized product returns
  • Identified and analyzed key competitors and related products
  • Asked appropriate open-ended questions to discover clients' prospecting needs and requirements
  • Contacted customers as soon as issues arose to find resolution before problems escalated
  • Managed over 20 customer calls per day
  • Increased sales by 10%.

Supply Chain analyst

China National Offshore Oil Corporation
06.2016 - 09.2017
  • Monitored and reported driver's delivery performances and resolved any delivery performance issues, pointing out opportunities for delivery
  • Worked under tight deadlines for multiple locations, released all delivery plans before deadline
  • Oversaw packaging of goods for delivery and arrival of stock and shipments.

Administrative Assistant

Fenghua Chemical Industry
09.2012 - 12.2014
  • Cataloged and managed department records and files for prompt and efficient retrieval
  • Answered and managed incoming and outgoing calls while recording accurate messages
  • Composed and drafted all outgoing correspondence and reports for managers
  • Drafted contracts, budgets, and various reports with direction from manager
  • Assisted manager to negotiate texture pricing with suppliers and price products with clients
  • Calculated costs and budgets with accounting department.

Education

Bachelor of Arts, Sociology, Psychology, Linguistics, Human Nutrition, Accounting, Finance, Marketing, Computer science - Economics

University of Manitoba
05.2017

Skills

  • Customer-oriented (English and Mandarin)
  • Cost Reduction
  • Retail Sales
  • MS Office
  • Strategic Planning
  • Process Improvement
  • Multitasking
  • Effective Communication
  • Data Analysis
  • Cash Register Operations
  • Transport Planning
  • Report Analysis
  • Interpersonal Skill
  • Staff Training
  • Effective Customer Communication
  • Currency Changes
  • Job Assignments
  • Work Planning and Prioritization
  • Evaluating Employee Work
  • Production Monitoring
  • Quality Assurance and Control
  • Analytical Thinking
  • Inventory Accuracy
  • Management Expertise
  • Supply Chain Planning
  • Leading Employees
  • Workflow Schedules
  • Carrier Relations
  • Import and Export Operations
  • Distribution and Warehousing
  • Data Communications
  • Telephone Management

Timeline

RBC Senior Banking Advisor

RBC Royal Bank
01.2024 - Current

RBC Card's Advisor

RBC Royal Bank
11.2022 - 12.2023

Supply Chain Analyst

China Offshore Oil Corporation
10.2021 - 09.2022

Team coordinator

24-7 Intouch Polo Park
02.2020 - 08.2021

Customer Service Representative

24-7 Intouch Polo Park
10.2018 - 02.2020

Sales Assistant

Urban Planet
09.2017 - 09.2019

Supply Chain analyst

China National Offshore Oil Corporation
06.2016 - 09.2017

Administrative Assistant

Fenghua Chemical Industry
09.2012 - 12.2014

Bachelor of Arts, Sociology, Psychology, Linguistics, Human Nutrition, Accounting, Finance, Marketing, Computer science - Economics

University of Manitoba
Fang Liu