YUZHEN JANET WU
Toronto,Canada
Summary
Bilingual professional (English and Mandarin) with excellent customer service and communication skills. Proven ability to thrive in high-pressure environments with strong time management and problem-solving abilities. Goal-oriented and capable of multitasking, prioritizing, and meeting tight deadlines. Enthusiastic team player with a proactive approach to resolving service challenges and a track record of driving sales results.
Overview
8
8
years of professional experience
Work History
Handover Specialist
Coventry North Jaguar Land Rover
Woodbridge, Ontario
09.2025 - Current
- Supported customers in resolving complex vehicle feature issues, enhancing their understanding and usage.
- Addressed customer inquiries on vehicle features and services, ensuring satisfaction and clarity.
- Partnered with sales team to develop customer experience strategies, improving overall engagement.
- Managed customer feedback to improve delivery processes.
- Streamlined communication between departments to enhance workflow efficiency.
Business Development Coordinator
BMW Autohaus
Thornhill, Canada
10.2022 - 09.2025
- Coordinated post-sale workflows among Sales, Financial, and Service teams for 230+ monthly clients, improving cross-departmental efficiency.
- Drove new sales through high-volume inbound/outbound calls (80+ daily).
- Enhanced post-purchase client journey by ensuring seamless service coordination and leveraging client relationships to foster loyalty and create new sales opportunities.
- Consistently exceeded weekly sales targets by over 50%.
- Managed pipeline to strengthen client relationships, surpassing loyalty targets by 30%.
- Achieved 90% client satisfaction by resolving service and maintenance issues end-to-end.
- Managed 50+ daily customer interactions, addressing inquiries, complaints, and feedback.
- Conducted CSI follow-ups and implemented feedback to uphold brand standards.
- Enhanced customer service by analyzing feedback and establishing standardized procedures.
- Provided dynamic leadership in a fast-paced environment, implementing systems that significantly improved service quality, consistently surpassed sales goals, and built a strong base of repeat customers.
Assistant Manager
Xiaolongkan Chinese Fondue
Richmond Hill, Canada
05.2019 - 05.2022
- Assisted in managing daily restaurant operations and staff scheduling.
- Coordinated inventory management and supply orders for kitchen and dining supplies.
- Trained new staff on customer service standards and food safety protocols.
- Oversaw the execution of promotional events and special menu offerings.
- Implemented process improvements to enhance service efficiency during peak hours.
- Resolved customer inquiries and complaints to ensure satisfaction and loyalty.
Marketing Coordinator
NGH Tour Head Office
Markham, Canada
04.2018 - 05.2019
- Developed and executed marketing strategies, including destination campaigns and seasonal promotions, to enhance brand visibility and attract a broader audience.
- Conducted market research and analyzed consumer trends to create targeted promotional content that resonated with potential travelers.
- Blended direct customer service with strategic marketing initiatives to create compelling travel packages and targeted promotions, resulting in a significant increase in client acquisition.
- Assisted clients in planning and booking domestic and international travel, including flights, accommodations, and activities.
- Provided expert advice on destinations, visa requirements, and travel insurance.
Education
Bachelor of Science - Travel, Tourism & Hospitality Management
Johnson & Wales University
Rhode Island05-2017
Skills
- Customer Service & Relations
- Bilingual (English, Mandarin)
- Sales & Business Development
- Time Management & Multitasking
- Problem Resolution
- Team Collaboration
- Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
- Market Research
Strengths And Expertise
- Customer Service & Relations
- Bilingual (English, Mandarin)
- Sales & Business Development
- Time Management & Multitasking
- Problem Resolution
- Team Collaboration
- Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
- Market Research
Timeline
Handover Specialist
Coventry North Jaguar Land Rover
09.2025 - Current
Business Development Coordinator
BMW Autohaus
10.2022 - 09.2025
Assistant Manager
Xiaolongkan Chinese Fondue
05.2019 - 05.2022
Marketing Coordinator
NGH Tour Head Office
04.2018 - 05.2019
Bachelor of Science - Travel, Tourism & Hospitality Management
Johnson & Wales University