Vivian Chan
Richmond,BC
Summary
Experienced, reliable, caring and friendly customer service providing assistance in the consumer retail and Bank. Proven Quality Assurance Analyst at HSBC Bank Canada, excelling in data analysis and customer relations. Boosted product reliability through comprehensive testing, significantly enhancing user satisfaction. Skilled in relationship management, consistently achieving project milestones and fostering stakeholder trust. Demonstrates exceptional problem-solving abilities and empathy, driving improvements and loyalty.
Overview
23
23
years of professional experience
Work History
Business & Quality Assurance Analyst
HSBC Bank Canada
11.2006 - 12.2017
- Provide quality assurance and testing templates.
- Identify project delivery milestones and communicate to the project team.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Reported progress, test metrics and results to project stakeholders.
- Optimized testing processes by providing actionable feedback on product functionality and usability.
- Developed good relationships with stakeholders, keeping them informed about project status and addressing any concerns promptly.
- Enhanced product reliability with rigorous regression, performance, and stress testing.
- Monitored resolution of bugs, tested fixes, and helped developers tackle ongoing problems by providing QA perspective.
- Tested functional and compatibility of new programs or updates in comparison to existing applications.
Customer Service Representative
HSBC Bank Canada
11.2002 - 11.2006
- Processed customer transactions promptly, minimizing wait times.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Managed transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
- Developed strong relationships with customers through exceptional service, fostering loyalty and trust.
- Managed multiple priorities simultaneously while consistently meeting deadlines for loan closings and disbursements.
- Submitted loan applications to underwriter for verification and recommendations.
Customer Service Representative
Milky House Cappuccino and Coffee Ltd.
06.1995 - 11.2002
- Enhanced customer satisfaction by crafting high-quality coffee beverages and providing exceptional service.
- Handled cash transactions accurately, maintaining accountability for daily register balances.
- Brewed and served coffee, tea and other non-alcoholic drinks according to company standards.
- Maintained regular and consistent attendance and punctuality.
- Managed cash register transactions accurately, maintaining accountability for all financial transactions during shifts.
Customer Service Representative
Ellon Gifts Products Canada Ltd.
05.1999 - 12.2000
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
Education
Bachelor of Arts - Economics
Simon Fraser University
Burnaby, BC09.2002
Skills
- Customer Service
- Problem-solving abilities
- Customer Relations
- Complaint Handling
- Follow-up skills
- Cash handling and Data analysis
- Relationship building and management
- Patience and Empathy
Languages
English
Full Professional
Chinese (Cantonese)
Full Professional
Chinese (Mandarin)
Professional Working
Timeline
Business & Quality Assurance Analyst
HSBC Bank Canada
11.2006 - 12.2017
Customer Service Representative
HSBC Bank Canada
11.2002 - 11.2006
Customer Service Representative
Ellon Gifts Products Canada Ltd.
05.1999 - 12.2000
Customer Service Representative
Milky House Cappuccino and Coffee Ltd.
06.1995 - 11.2002
Bachelor of Arts - Economics
Simon Fraser University