Tennis Club
Xiaoting (Helen) Gao
Markham
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
3
3
Certifications
2
2
Languages
Work History
Freight Operator
RDD INTERNATIONAL FREIGHT INC
04.2022 - 05.2024
- Follow up with CBSA on issues of inspection and/or examination
- Handling FCL AND LCL shipment
- Filling out and checking AIR SHIPMENT information
- Creating Emanifest information through Emanifest portal
- Maintaining logs of daily activities CN and CP daily checking
- Updating customers on the status of deliveries
- Upselling Delivery service if needed
- Helping clients to prepare custom clearance materials
- Collaborate with support staff, overseas offices and other third parties to ensure efficiency, continued exemplary customer service, and relationship development. Including Collecting payment from Oversea suppliers
Air Team Agent
Travel Nation Canada
12.2017 - 03.2019
- Answering international phone calls regarding dates, prices, and availability of flights.
- Issuing flight tickets and reservations.
- Identify and report suspicious patterns of credit card activity.
- Achieved 30% of Sales Contribution to company Total Sales in 6 months.
- Ensured that merchants receive the highest level of sales and operational customer service. Scored 90% in a quarterly customer satisfaction survey.
Data Entry Clerk
T J Foods International Trading Inc
01.2016 - 05.2017
- Wrote and kept accurate records of discussions and correspondence with customers.
- Added documents to file records and created new records to support filing needs.
- Following up on customers twice a week via phone calls and e-mails to make sure they make the payments are on time.
- Increased data-entry productivity by maintaining detailed logs of data projects, identifying issues and improving them.
- Scanned documents and saved in database to keep records of essential organizational information.
Travel Consultant
Tour East Holidays
10.2013 - 01.2015
- Organized trips for individual, family and business travelers.
- Informed clients of travel policies and utilized preferred vendors to maximize company profits.
- Worked closely with clients to understand unique needs and meet specific travel desires.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Managed high-volume workload during peak seasons and achieved 15% increase on sales.
Education
Honours Bachelor of Commerce - Finance
University of Ottawa
Ottawa 09.2008 - 12.2012
Skills
Documentation and reporting
Keyboarding
Sales expertise
Call center operations
Complaint resolution
Teamwork skills
Data Entry
Excellent Communication
MS Office
Problem-Solving
Sales proficiency
Financial advice
Certification
Travel Industry Council of Ontario
Interests
Board Game
Timeline
Freight Operator
RDD INTERNATIONAL FREIGHT INC
04.2022 - 05.2024
Air Team Agent
Travel Nation Canada
12.2017 - 03.2019
Life License Qualification Program
12-2017
REMIC Mortgage Agent Course
06-2016
Data Entry Clerk
T J Foods International Trading Inc
01.2016 - 05.2017
Travel Consultant
Tour East Holidays
10.2013 - 01.2015
Travel Industry Council of Ontario
10-2013
Honours Bachelor of Commerce - Finance
University of Ottawa
09.2008 - 12.2012
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