LIU YANG
MISSISSAUGA,ON
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Detail-oriented Account Specialist focused on resolving issues and maintaining customer loyalty. Strong critical thinking skills with a methodical approach. Knowledgeable about banking practices and documentation requirements. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Bank of Montreal
2024.06 - Current
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Processed customer transactions promptly, minimizing wait times.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
- Increased cross-selling opportunities by identifying customer needs and recommending appropriate banking products or services.
- Monitored and verified suspicious activity on customer accounts.
- Boosted cross-selling of bank products by identifying customer needs during transactions.
CSR/Bank Teller Intern
BANK OF CHINA (CANADA)
2023.10 - 2024.05
- Assisted customers in scheduling appointments for account opening, providing detailed appointment information to ensure smooth account opening process upon their visit to bank. Improved customer convenience and satisfaction through flexible scheduling.
- Assist customers in opening saving and checking accounts, providing information on interest rates, minimum deposit requirements, and addressing questions related to account access and management.
- Introduce and assist customers in registering and using online banking, mobile banking, and other electronic banking services, ensuring customers understand advantages and features of digital channels.
- Continuously updated product knowledge, staying informed about latest banking products and services, and effectively communicated these updates to both customers and team members.
- Played pivotal role in guiding and assisting international students with activation of Guaranteed Investment Certificates (GIC). Provided clear instructions on process, ensured compliance with regulatory requirements, and addressed any concerns or queries from students.
- Assisted students in completing necessary documentation for GIC activation, ensuring accuracy and adherence to bank's policies. Facilitated smooth and efficient process to meet both regulatory and customer satisfaction requirements.
Bartender/Customer Service Representative
Hi yogurt
2022.02 - 2023.06
- Followed drink recipes to make beverages by hand, with stick blenders and using machinery.
- Received cash and card payments for balances owed.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Improved customer service wait times to mitigate complaints.
Cashier/Customer Service Agent
2608512 Ontario INC.
2020.11 - 2022.03
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Developed strong customer relationships to encourage repeat business.
Business Development Intern
SnapPay. Inc
2020.10 - 2020.12
- Determined business development opportunities and implemented effective strategy for client acquisition.
- Set up potential client contacts, cultivated relationships and followed through on service needs.
- Followed up with prospects through telephone calls and emails.
Office Assistant
DTS Advanced logistics
2019.10 - 2019.12
- Organized files, developed spreadsheets, faxed reports and scanned documents to bolster organizational workflow.
- Resolved office equipment issues and scheduled service for advanced problems.
- Conducted office inventory checks and requested restock of supplies.
Education
Bachelor of Arts - Environmental Management
University of Toronto
Mississauga, ON06.2023
Bachelor of Arts - Economy
University of Toronto
Mississauga, ON06.2023
Skills
- Patient and Empathetic
- Calm and Professional Under Pressure
- Teamwork and Collaboration
- Customer Service
- Understanding Customer Needs
- Project Planning
- Mandarin and English Fluency
- Issue Investigations
- Account Management
- Active Listening
- Problem-solving abilities
- Account Servicing
Languages
English
Chinese (Mandarin)
Timeline
Customer Service Representative
Bank of Montreal
2024.06 - Current
CSR/Bank Teller Intern
BANK OF CHINA (CANADA)
2023.10 - 2024.05
Bartender/Customer Service Representative
Hi yogurt
2022.02 - 2023.06
Cashier/Customer Service Agent
2608512 Ontario INC.
2020.11 - 2022.03
Business Development Intern
SnapPay. Inc
2020.10 - 2020.12
Office Assistant
DTS Advanced logistics
2019.10 - 2019.12
Bachelor of Arts - Environmental Management
University of Toronto
Bachelor of Arts - Economy
University of Toronto
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