PENGFEI ZHANG
Calgary,AB
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
8
8
years of professional experience
Work History
Intake Specialist
MSH International
Toronto, ON
09.2023 - Current
- Conducted initial intake interview to obtain client information, including biographical data, medical history, presenting problem, and other pertinent information.
- Provided crisis intervention services as needed to clients in distress.
- Answered questions related to insurance coverage, eligibility requirements, payment options.
- Coordinated with external agencies to ensure continuity of care for clients.
Customer Success Representative
Knowledge First Financial
Mississauga, ON
06.2022 - 05.2023
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Served as contact person and source of information to maintain good communication with clients.
- Improved customer service wait times to mitigate complaints.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Set up and activated customer accounts.
- Used proven techniques to de-escalate angry customers during telephone interactions.
Sales Associate
VOZIT OFFICE SUPPLIES
Montreal, QC
02.2020 - 11.2021
- Negotiated contracts with vendors and clients
- Completed data entry tasks with accuracy and efficiency
- Prepared and mailed invoices to customers, processed payments and documented account updates
- Maintained and processed invoices, deposits and money logs
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
INVENTORY CONTROLLER
Jack Black Data
Montreal, QC
11.2018 - 12.2019
- Completed daily cycle counts to maintain accuracy of records
- Completed physical inventory counts each month
- Audited and corrected discrepancies in inventory numbers
- Worked with supervisors and team members to understand supply needs and bring levels within desired tolerances
- Verified incoming products and checked delivery totals to keep system records current and accurate.
WAREHOUSE ASSOCIATE
Ssense
Montreal, QC
08.2016 - 02.2018
- Worked safely around moving machinery
- Prepared orders for shipment by systematically picking, packing and labeling merchandise
- Inspected incoming and outgoing shipments to verify accuracy and prevent errors
- Cleaned and maintained warehouse in compliance with OSHA safety standards.
Education
Bachelor of Commerce - Finance
Concordia University
06.2016
Skills
- Microsoft Office Expertise
- Data Entry and Maintenance
- Transaction Processing
- CRM Software
- Call Center Operations
- Credit card payment processing
- Inbound and Outbound Calling
- Shipping and Receiving Understanding
- Stockroom Maintenance
- Multitasking and Prioritization
Languages
Timeline
Intake Specialist
MSH International
09.2023 - Current
Customer Success Representative
Knowledge First Financial
06.2022 - 05.2023
Sales Associate
VOZIT OFFICE SUPPLIES
02.2020 - 11.2021
INVENTORY CONTROLLER
Jack Black Data
11.2018 - 12.2019
WAREHOUSE ASSOCIATE
Ssense
08.2016 - 02.2018
Bachelor of Commerce - Finance
Concordia University
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