Shenglin (Victor) Dai
Winnipeg,Canada
Summary
Goal-oriented Bilingual Credit Advisor with forward-thinking and resilient mindset. Provides customers with targeted financial advice, customer service, and product recommendations to serve debt management needs. Effective at building and implementing plans for each person or organization. Proficient in factors affecting credit scores, strategies for financial recovery.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Client Care Specialist (Secondment)
RBC Royal Bank
03.2023 - Current
- Takes ownership of client complaints, ensuring timely resolution and referring as appropriate.
- Responded to client inquiries and asked appropriate questions to facilitate resolution between clients, RBC Advice Center and/or RBC branches within the acceptable range.
- Focus on the complaints of credit card including balance transfer, installment plans, rewards, Avion Rewards Travel redemption, etc..
- Joined the 1.5 HSBC resolution team. Handling HSBC legacy issues include not receiving account opening benefits, incorrect display of checking account balance, third parties being unable to deduct funds from the merged account.
- Provided excellent customer service by explaining credit card information to HSBC clients including points conversion, type of RBC credit cards, RBC credit cards benefits, etc..
Bilingual Cards Advisor (Mandarin and English)
RBC Royal Bank of Canada
08.2022 - 03.2023
- Adhered to company policies and scripts to high quality achieve call-time and quality standards.
- Familiar with RBC's credit card products and rewards system. Maintained up-to-date knowledge of industry trends and regulations, ensuring accurate advice was provided to clients at all times.
- Leveraged sales expertise to promote products and capitalize on upsell opportunities.
- Clarify client needs, explain and answer patiently, complete client's financial requests efficiently, and resolve client concerns at the first point of contact!
- Submitting pre-approved overdraft protection and pre-approved credit card applications.
- Identifying delinquent loans, credit cards, credit lines, or mortgages and referring clients to Collections clearly.
- Ensuring that clients who are going through key life events, such as retirement transition or estate settlement, are referred to an Investment and Retirement Planner or Financial Planner.
STORE MANAGER
Mary Brown's
05.2020 - 08.2022
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Reviewed and monitored scheduling, purchases and other expenses to maintain quarterly budget.
SALES ASSITANT
T.Y. Auto
12.2017 - 04.2020
- Established rapport with customers using active listening and interpersonal skills.
- Maintained records related to sales, returns and inventory availability.
- Contributed to customer-oriented team atmosphere driving sale targets and supporting organizational goals.
- Referred customers to various services by evaluating needs and providing recommendations.
Skills
- Bilingual Customer Service (English and Mandarin)
- Courteous with Strong Service Mindset
- Upselling Products and Services
- Information Confidentiality
- Time Management
- Client Rapport-Building
- Microsoft Office
- Process Monitoring
- Self-Motivated
- Critical Thinking
- Problem-Solving
Certification
- B. A. Economics University of Manitoba 2016
- Investment Funds in Canada (IFIC) Canadian Securities Institute 2022
- Complete the course of Data Analyst Certificate and Digital Marketing Certificate to improve my management skills.
Timeline
Client Care Specialist (Secondment)
RBC Royal Bank
03.2023 - Current
Bilingual Cards Advisor (Mandarin and English)
RBC Royal Bank of Canada
08.2022 - 03.2023
STORE MANAGER
Mary Brown's
05.2020 - 08.2022
SALES ASSITANT
T.Y. Auto
12.2017 - 04.2020
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