SUSANNA WANG
Winnipeg,MB
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
3
3
years of professional experience
Work History
Operations Associate
Wellington-Altus Private Wealth Firm
03.2022 - Current
- Maintained and prioritized to-do-list and followed up to complete tasks on-time.
- Executed and maintained quality control processes to meet criteria and standards and increase customer satisfaction.
- Collaborated with other departments to establish smooth implementation of operational processes and procedures.
- Followed shipping and receiving procedures for goods and materials.
- Became proficient in my understanding of basic computer and home networking terminology (i.e. operating systems, routers, etc.)
- Experience in customer service and sales by quickly resolving customer service issues
- Collaborated with peers and other business areas to leverage best practices.
Customer Service Representative(Banking Advisor)
RBC Royal Bank
12.2020 - 03.2022
- Handled multiply customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly, and escalated major issues to the supervisor.
- Answered 50+ constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined the root cause of up to 10 problems thereby resolving product or service complaints.
Education
Bachelor of Science - Economics
Covenant University
Skills
- Efficient and accurate typing skills (at least 30 words per minute)
- Experience using streaming player
- Excellent verbal and written communication skills
- Strong multitasker
- Driven to solving problems and meeting goal
- Proficiency with all Microsoft Office tools
- Vast experience in customer service and sales
- Competent in Call Center Operations
- Active Listening
- Recordkeeping Strengths
Accomplishments
- Telephone Service - .Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Customer Service - Consistently received positive feedback from guests and created repeat business by developing long-term relationships with customers.
- Documented and resolved account opening issue which led to 20 more banking accounts being opened on a daily basis.
Timeline
Operations Associate
Wellington-Altus Private Wealth Firm
03.2022 - Current
Customer Service Representative(Banking Advisor)
RBC Royal Bank
12.2020 - 03.2022
Bachelor of Science - Economics
Covenant University
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