Shelly Lan
Richmond,BC
Summary
Certified Medical Assistant with over 8 years of experience in customer service. Highly organized and flexible individual, excellent computer skills, enjoy working in teams. Seeking to leverage my experience in a medical clinic.
Overview
18
18
years of professional experience
Work History
Operation coordinator
Camelco
06.2023 - 01.2024
- Welcoming customers, answering phone calls, and providing in-person consultations
- Assisting with order management, procurement, process tracking, customer engagement, and after-sales service to increase product sales
- Identifying potential suppliers and customers
- Managing and promoting the online store, as well as handling social media operations
- Skilled at working independently and collaboratively in a team environment.
Front Desk Receptionist
Richmond Multicultural Community Services (RMCS)
04.2022 - 06.2022
- Conducting workshops for elders from different backgrounds to teach digital literacy
- Teaching elder group basic computer skills through Zoom meetings
- Operating a multi-line phone, maintaining call records, providing information about the organization, and directing clients to the appropriate department
- Recording data and creating documents to collate information searched on the internet.
Library Champion
NewToBc
05.2021 - 07.2021
- Providing information about community services to new immigrants
- Searching resources for more than 15 clients and helping them prepare for participating in the programs
- Supporting library staff to launch campaigns and introduce library activities to more newcomers.
IT Help Desk
Industrial Bank
07.2012 - 12.2019
- Providing IT support services, troubleshooting, and system operation to the Application Management Group with 40 staff and more than 3000 computers
- Experience with using an ITSM system which follows ITIL practices to manage incidents & requests
- Monitoring 100+ financial system servers reporting the running status of servers and efficiently dealing with error logs
- Installing about 50 new software business applications a year
- Upgrading applications and information system manually for over 300 times a year
- Supporting software development team and preparing weekly service reports
- Working closely with the Project Manager and building 3 information systems based on managing configuration, system versions, and clients' requirements
IT Call Center
Bank of Communications
07.2006 - 06.2012
- Answering telephone calls from internal department colleagues and cooperative partners, dealing with over 20 cases per day and solving 95% of them in 5 days and referring 5% to other departments
- Preparing a weekly quality report of IT service recording all activities
- Establishing process improvement strategies which drove positive changes and resulted in a 100% IT incident remedy rate.
Education
Certificated Medical Assistant -
Fraser Valley Continuing Education
Langley, BC01.2023
ESL English as Second Language -
Kwantlen Polytechnic University
Vancouver, BC01.2021
Master of Business Administration (M.B.A.) Electronic Banking -
Xiamen University
Xiamen, China01.2014
Bachelor Information Management and Information system -
DongBei University of Finance and Economics
Dalian, China01.2006
Skills
- Multitasking and Organization
- Office Administration
- Medical Office Software
- Customer Service
- Problem-Solving
- Medical Terminology
Languages
English
Professional Working
Chinese (Mandarin)
Native or Bilingual
Chinese (Cantonese)
Professional Working
Timeline
Operation coordinator
Camelco
06.2023 - 01.2024
Front Desk Receptionist
Richmond Multicultural Community Services (RMCS)
04.2022 - 06.2022
Library Champion
NewToBc
05.2021 - 07.2021
IT Help Desk
Industrial Bank
07.2012 - 12.2019
IT Call Center
Bank of Communications
07.2006 - 06.2012
Certificated Medical Assistant -
Fraser Valley Continuing Education
ESL English as Second Language -
Kwantlen Polytechnic University
Master of Business Administration (M.B.A.) Electronic Banking -
Xiamen University
Bachelor Information Management and Information system -
DongBei University of Finance and Economics
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