Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Yuanshi (Ed) Zheng

Toronto,Canada

Summary

A business-minded sale profession who has profound experiences in Retail, Insurance, Finance industries

Overview

6
6
years of professional experience
1
1
Certification

Work History

Insurance Advisor

Royal Bank of Canada
Scarborough, Canada
06.2022 - Current
  • Provided insurance advice and solutions to clients based on their needs and ensure clients are charged premiums that correspond with risks
  • Exhibited a consistent, positive client experience with every conversation and resolve client concerns at the point of first-call, demonstrating the ability to connect through discussion and escalate as necessary
  • Completed personalized needs assessments and reviews by leveraging tools, resources, and calculators to demonstrate value and support advice recommendations
  • Demonstrated a solid understanding of regulatory risk when writing and updating new business policies
  • Applied critical thinking during client interactions in order to identify and analyze acceptable and unacceptable risks

Assistant Customer Service Manager

Linda Geng Insurance and Financial Service Inc - Desjardins
Markham, Canada
01.2021 - 02.2022
  • Managed the end-to-end delivery of marketing initiatives to address customer opportunities against tightly defined KPIs for Desjardins' product portfolio focused on driving spend, engagement, and changes to our customer value proposition
  • Established the execution of CRM strategy and execution to drive entrenchment and loyalty with our customers, post onboarding, using customer journey mapping to help guide thinking
  • Monitored programs to measure overall effectiveness, learnings, and make recommendations accordingly to ensure customer KPIs are met
  • Proactively identified opportunities to promote automation of digital messaging using marketing technology

Insurance Advisor

Linda Geng Insurance Inc
Markham, Canada
06.2019 - 12.2020
  • Developed and deepen client relationships with the use of Salesforce and other compliant customer tools
  • Contributed to and be accountable for the team sales success through the achievement of individual sales goals
  • Boosted external networks by capitalizing on market opportunities and referrals from approved centres of influence
  • Ensured customer satisfaction and offering advice that helps them make informed decisions

Customer Insights Analyst

MD Analytics
Vancouver, Canada
12.2018 - 05.2019
  • Analyzed and interpreted qualitative and quantitative data to create insights, formulate reports on conclusions of data analysis, and make recommendations to improve the Customer Experience
  • Built out reporting and dashboards in Tableau to support daily monitoring, deep dive into trends or changes, and prepare for new releases
  • Identified risks to Customer Experience based on data trends and escalate awareness
  • Proposed and implemented data/reporting infrastructure by creating datasets, connecting to the right data sources, and modelling data through SQL and Tableau to power critical dashboards
  • Established customers journey analysis and text analysis to address unusual trends and data/process anomalies using a wealth of data, e.g
  • Structured and unstructured consumer feedback, our internal metrics and KPIs

Education

Honours Bachelor of commerce -

York University

Skills

  • Salesforce
  • Outlook
  • Excel

Certification

  • RIBO (working in progress)
  • OTL
  • LLQP
  • OMVIC

Timeline

Insurance Advisor

Royal Bank of Canada
06.2022 - Current

Assistant Customer Service Manager

Linda Geng Insurance and Financial Service Inc - Desjardins
01.2021 - 02.2022

Insurance Advisor

Linda Geng Insurance Inc
06.2019 - 12.2020

Customer Insights Analyst

MD Analytics
12.2018 - 05.2019

Honours Bachelor of commerce -

York University
Yuanshi (Ed) Zheng