ZhiCheng Zhen
EL Cerrito
Summary
● Purchased a new 2019 Mercedes Benz E-300 sedan to do luxury rides for clients in San Francisco.
● Provided top customer service and ensured riders had a pleasant trip.
● Communicated with passengers to provide information and assistance for excellent customer service and positive experiences.
● Followed all relevant traffic laws and safety regulations.
● Completed over 6,500 successful rides with no traffic tickets or accidents.
● Detail the vehicle when clients make a mess or vomit.
● Assisted elderly passengers with entering and exiting vehicles safely.
● Successfully returned more than 30 lost iPhones and other belongings to clients.
● Studying Business Administration at Arizona State University with Uber's 100% full tuition coverage.
Overview
8
8
years of professional experience
Work History
Customer Service and Sales Associate
Hertz
09.2022 - 11.2023
- Prepare the rental agreement while advising on and up-selling vehicles and optional extras to the customer according to their needs
- Personally, welcome all customers with a pleasant greeting and professional attitude at all times, assist with luggage and answer questions in a friendly manner
- Meet all sales and service standards
- Provides world class customer service by managing vehicle returns process, in compliance with Hertz’s policies and procedures
- Personally, welcome all customers with a pleasant greeting and professional attitude at all times, assist with luggage and answer questions in a friendly manner
- Provide the customer with an invoice and a full explanation of their charges
- Resolve customer issues and concerns professionally using effective customer service techniques. When applicable, direct queries to the Team Leader for the issue can be resolved before the customer leaves the location.
- Inspect vehicle and record any new damage or major cleaning requirements and complete required documentation.
- Check fuel level and mileage and clearly explain final charges to the customer
- Secure vehicle keys from the customer and ensure they stay with the vehicle while reminding customers to remove their personal belongings. Offer assistance as needed.
Luxury Black Car Driver
Uber
09.2018 - Current
- Purchased a new 2019 Mercedes E 300 sedan to complete luxury rides for client in San Francisco.
- Provided top customer service and ensured riders had a pleasant trip.
- Communicated with passengers to provide information and assistance for excellent customer service and positive experiences.
- Followed all relevant traffic laws and safety regulations.
- Completed over 5,300 successful rides with no accidents.
- Detail the vehicle when clients make a mess or vomit.
- Assisted elderly passengers with entering and exiting vehicles safely.
- Successfully returned more than 30 lost iPhones and other belongings to clients.
- Studying Business Administration at Arizona State University with Uber's 100% full tuition coverage.
Rental Sales Agent
Fox Rent A Car
08.2018 - 03.2020
- Qualified and processed customer's rentals with accuracy, efficiency, and attention to detail.
- Offered optional coverage products, vehicle upgrades, prepaid gas option and other services to each customer, 100% of the time.
- Use company approved service-based sales process/dialogue with integrity and professionalism.
- Use sales techniques such as building rapport through open-ended questions, top-down sell, emphasizing features and benefits and overcoming objections.
- Be patience and understanding throughout rental experience
- Acknowledging customers in line, smiling, eye contact, using the customers name and maintaining composure in difficult situations.
- Cleaned 10 vehicles an hour for upcoming reservations.
- Review rental contract with all customers to ensure understanding of rates, optional charges, and services.
- Meet or exceed Monthly Sales Performance Standards.
Delivery Driver
Washio
06.2015 - 09.2016
- Loaded and unloaded 20 deliveries per shift.
- Verified each delivery with management before delivering to customers. Contacted customers prior to delivery to confirm and coordinate delivery times.
- Completed on-time deliveries by choosing the best and most efficient routes
- Maintain a positive attitude Greeted customers when arriving Politely assisted customers in person.
Education
Second Year, Still Taking Classes. - Business Administration
Arizona State University
Tempe, AZ06.2026
Skills
- Excellent Customer Service
- Build Relations with Customers
- Excellent multitasking and prioritization
- Able to operate under pressure
- Strong Computer knowledge
- Safe Driver
- Types 64 Words Per Minute
- Shopify Knowledge
- Zendesk Knowledge
- Quick learner
- Positive and Friendly
- Great Team Work
- Patient and Focused
- Able to operate under pressure
- Positive and Friendly
- Great Team Work
- Patient and Focused
Languages
Enlish
Native or Bilingual
Cantonese
Native or Bilingual
Timeline
Customer Service and Sales Associate
Hertz
09.2022 - 11.2023
Luxury Black Car Driver
Uber
09.2018 - Current
Rental Sales Agent
Fox Rent A Car
08.2018 - 03.2020
Delivery Driver
Washio
06.2015 - 09.2016
Second Year, Still Taking Classes. - Business Administration
Arizona State University
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