Zhirong Guan
Toronto
Summary
Experienced customer service worker (6+ years) in various of financial institute restaurant and, retail store in Toronto. Proven ability to greet guests, keep customers satisfied, and solve complaints.
Overview
7
7
years of professional experience
Work History
Restaurant Assistant Manager
Xin Jiang Restaurant
05.2023 - 03.2025
- Assisting the Restaurant Manager in overseeing daily restaurant operations
- Supervise and train restaurant staff to ensure high-quality customer service
- Ensure customer satisfaction and addressing customer complaints
- Develop and implement strategies to improve sales and profitability
- Maintain high standards of food quality and service
- Monitor inventory and ordering supplies as needed
- Assist with menu development and pricing decisions
- Ensuring compliance with health, safety and sanitation regulations
Senior Customer Service Representative
CIBC
08.2023 - 08.2024
- Utilized CIBC's internal systems and tools to process transactions, verify account details, and ensure compliance with banking regulation
- Delivered high-quality customer service by responding to client inquiries via email, and in-person interactions, ensuring a seamless banking experience
- Maintained up-to-date knowledge of CIBC's offerings, promotions, and regulatory requirements to provide accurate and relevant information to clients
- Handled cash management responsibilities, including balancing the till and preparing daily reports
- Assisted in the onboarding of new customers by guiding them through account setup and explaining CIBC's products and services
- Processed a high volume of customer transactions with accuracy and efficiency, adhering to CIBC's policies and procedures
- Collaborated with the branch team to achieve collective goals, including customer satisfaction, sales targets, and operational efficiency
Sale representative, Warehouse assistant
J&J Pet Club
07.2021 - 08.2023
- Demonstrated product knowledge and sales abilities
- Expedite the resolution of customer problems and complaints to maximize satisfaction
- Supply management with reports on customer needs, problems, interests, competitive activities, and potential for new products and services
- Prepare and complete orders for delivery or pickup according to schedule (load, pack, wrap, label, ship)
- Perform inventory controls and keep quality standards high for audits
Assistant Manager
Hotopia RESTAURANT
07.2021 - 05.2022
- Effectively processed POS system ensure the guest payment including cash, debit and credit payment are successfully went through, sometimes handling customer refunds process
- Maintain detailed records of served order and collected guests' payment
- End of day revenue reconciliation and applicable paperwork
- Ordered and supervised inventory of bar products, soft drinks and supplies to ensure high volume of daily and weekly revenues
- Count and review the daily turnover and profit of the restaurant
- Estimate and order the operation consumables required by the restaurant weekly
- Ensure the appropriate coaching, training, retraining and performance management of colleagues adhering to Fairmont standards, policies, and procedures
- Constantly seek out new ways to enhance service and increase profits through effective and innovative promotions and marketing opportunities
Food Service Worker / Host
Green Tea RESTAURANT
03.2019 - 04.2020
- Routinely track of inventory to prevent the restaurant ran out of utensils, napkins, and paper rolls
- Effectively deliver appetizers, entrees, or beverages when the kitchen staff was prepared, increased workplace efficiency by 15%
- Preforming a professional and friendly presence, consistently receiving over 95% satisfaction rating on guest feedback
- Answered 8-10 customers' inquiries in every hour about restaurant service or food qualities
- Trained 3 underperforming servers in service profession methodology, and increased their service performances
- Handling Customers' reservation, Responsible to book, change or cancel guest reservation
Cashier/Bar Tender
LiuYiShou Hotpot RESTAURANT
06.2018 - 03.2019
- Effectively processed POS system ensure the guest payment including cash, debit and credit payment are successfully went through, sometimes handling customer refunds process
- Maintain detailed records of served order and collected guests' payment
- End of day revenue reconciliation and applicable paperwork
- Ordered and supervised inventory of bar products, soft drinks and supplies to ensure high volume of daily and weekly revenues
Education
Bachelor of Commerce (B.Comm.) - Hospitality and Tourism Management
TED ROGERS SCHOOL OF MANAGEMENT, RYERSON UNIVERSITY
Toronto, ON12.2021
Skills
- Customer service focus
- Strong multitasking
- Sales experience
- Cash handling proficiency
- Foreign language skills
- Customer service
- Teamwork
- Time management
Languages
Chinese (Cantonese)
Native or Bilingual
Chinese (Mandarin)
Native or Bilingual
English
Full Professional
Timeline
Senior Customer Service Representative
CIBC
08.2023 - 08.2024
Restaurant Assistant Manager
Xin Jiang Restaurant
05.2023 - 03.2025
Sale representative, Warehouse assistant
J&J Pet Club
07.2021 - 08.2023
Assistant Manager
Hotopia RESTAURANT
07.2021 - 05.2022
Food Service Worker / Host
Green Tea RESTAURANT
03.2019 - 04.2020
Cashier/Bar Tender
LiuYiShou Hotpot RESTAURANT
06.2018 - 03.2019
Bachelor of Commerce (B.Comm.) - Hospitality and Tourism Management
TED ROGERS SCHOOL OF MANAGEMENT, RYERSON UNIVERSITY
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