LIU YANG
MISSISSAUGA,ON
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Detail-oriented Account Specialist focused on resolving issues and maintaining customer loyalty. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Knowledgeable about banking practices and documentation requirements.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Bank of Montreal
06.2024 - Current
- Consistently achieved 200% of cross-sell targets over 6-month period, promoting credit cards, account upgrades, and business online banking solutions
- High-volume transaction processing: Efficiently managed over 50+ client transactions per shift with minimal wait times.
- 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.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Fraud detection: Identified and reported discrepancies in cash or cheque transactions, reducing potential losses.
CSR/Bank Teller Intern
BANK OF CHINA (CANADA)
10.2023 - 05.2024
- 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.
Bartender/Customer Service Representative
Hi yogurt
02.2022 - 06.2023
- 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.
11.2020 - 03.2022
- 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
10.2020 - 12.2020
- 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.
Education
Bachelor of Arts - Economy
University of Toronto
Mississauga, ON06.2023
Bachelor of Arts - Environmental Management
University of Toronto
Mississauga, ON06.2023
Skills
- Patient and Empathetic
- Calm and Professional Under Pressure
- Teamwork and Collaboration
- Customer Service
- Understanding Customer Needs
- Mandarin and English Fluency
- Issue Investigations
- Account Management
- Problem-solving abilities
Languages
English
Chinese (Mandarin)
Certification
- Investment funds in Canada (IFC), Canadian Securities Institute - 2025
Timeline
Customer Service Representative
Bank of Montreal
06.2024 - Current
CSR/Bank Teller Intern
BANK OF CHINA (CANADA)
10.2023 - 05.2024
Bartender/Customer Service Representative
Hi yogurt
02.2022 - 06.2023
Cashier/Customer Service Agent
2608512 Ontario INC.
11.2020 - 03.2022
Business Development Intern
SnapPay. Inc
10.2020 - 12.2020
Bachelor of Arts - Economy
University of Toronto
Bachelor of Arts - Environmental Management
University of Toronto
Similar Profiles
Jarrek RobinsonJarrek Robinson
Bank Teller at Bank of MontrealBank Teller at Bank of Montreal
Kunal WadhwaKunal Wadhwa
Personal Banking Associate at Bank of MontrealPersonal Banking Associate at Bank of Montreal
Nihali ShahNihali Shah
Senior Personal Banking Officer at Bank Of MontrealSenior Personal Banking Officer at Bank Of Montreal
Shehroze HussainShehroze Hussain
Crew Team Member at Churchill Meadows Community CentreCrew Team Member at Churchill Meadows Community Centre
Harir LateefHarir Lateef
Project Coordinator at RegensisProject Coordinator at Regensis