Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Ruiqi Yan

Markham,ON

Summary

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. 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. Personable and dedicated Customer Service Representative with extensive experience in Logistics industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Receptionist Administrator

Club D'Elite Spa
Richmond Hill, Ontario
02.2024 - Current
  • Greeted visitors and customers warmly, offering refreshments as appropriate.
  • Created spreadsheets to track customer information such as contact details and preferences.
  • Scheduled appointments and maintained calendars for staff members.
  • Answered incoming calls in a professional and polite manner, responding to customer queries or directing them to the relevant department.
  • Ensured that reception area is kept safe at all times by monitoring security cameras.
  • Assisted with administrative tasks such as data entry into company databases.
  • Maintained reception area cleanliness and tidiness.
  • Adhered to company policies regarding confidentiality of sensitive information.
  • Supported HR team by conducting new hire orientations or onboarding sessions for new employees.
  • Responded promptly to emails from customers and other departments within the organization.
  • Prepared documents such as reports, memos, letters, contracts, using Microsoft Office Suite applications.
  • Provided support for executive staff members by scheduling appointments and organizing travel arrangements.
  • Developed strong relationships with vendors in order to secure favorable pricing for office supplies.
  • Managed the distribution of incoming mail, faxes, and packages.
  • Scheduled maintenance visits for office equipment such as computers or printers.
  • Participated in regular training sessions related to customer service best practices.
  • Coordinated appointment calendar and balanced schedules to promote optimal productivity.
  • Organized files and spreadsheets to simplify staff access or retrieval.

Customer Service Representative

DHL
Guanghzou, China
10.2021 - 11.2023
  • Handle shipment booking enquiries from overseas countries in DHL network and proper arrangement of booking with airlines to ensure successful uplift, Customer support via phone and email, actioning customer queries, daily/Weekly/Monthly KPI reporting, manage service relationships to ensure quality & service standards are met
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Tracked orders from start to finish to ensure timely delivery of goods or services.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.

Ticketing Agent

Mandarin Holidays
Markham, ON
05.2018 - 07.2020
  • Assisted passengers with tagging luggage and baggage check-in, ticketing, made and/or changed reservations, assigned seats, answered inquiries about flight schedules and fares, verified reservations by phone, figured fares, and handled payments.

Travel Consultant

Tianbao Travel
Markham, ON
12.2016 - 03.2018
  • Determined clients' needs and suggested suitable travel packages, organized travels from beginning to end including tickets, accommodation, and transportation, supplied travelers with pertinent information and useful travel/holiday materials.

Data Entry Clerk

Future Tel Inc
Markham, ON
06.2016 - 11.2016
  • Transferred data from paper formats into computer files or database systems, typed in data provided directly from customers, created spreadsheets with large numbers of figures without mistakes.

Administrative Assistant

PGI Global Inc
Richmond Hill, ON
05.2015 - 12.2015
  • Handled administrative requests and queries from managers, organized and scheduled appointments, planned meetings and took detailed minutes.

Senior Trace Representative

FedEx Express
Guangzhou, China
10.2009 - 02.2015
  • Provided customers with accurate freight advice, pick up arrangements, express mail inquiries, and other services
  • Actively dealt with problems, responded to customer recognition, suggestions, and complaints
  • Recorded and conveyed customer needs accurately and timely, cooperated with other departments to provide services to customers
  • Actively promoted the company's products and services, answered relevant questions to achieve customer satisfaction and maximize benefits.

Education

College in English -

01.2010

Skills

  • Microsoft Office (5 years)
  • Guest Services
  • Call Management
  • Complaint Resolution
  • Data Entry
  • Inbound and Outbound Calling
  • Paperwork Processing
  • Typing Proficiency
  • Microsoft Outlook
  • File Organization
  • Maintenance tracking
  • Appointment Scheduling
  • Mail handling
  • Fee Collection

Certification

TICO, 01/01/17, Present

Timeline

Receptionist Administrator

Club D'Elite Spa
02.2024 - Current

Customer Service Representative

DHL
10.2021 - 11.2023

Ticketing Agent

Mandarin Holidays
05.2018 - 07.2020

Travel Consultant

Tianbao Travel
12.2016 - 03.2018

Data Entry Clerk

Future Tel Inc
06.2016 - 11.2016

Administrative Assistant

PGI Global Inc
05.2015 - 12.2015

Senior Trace Representative

FedEx Express
10.2009 - 02.2015

College in English -

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