Zihan Zheng
Woodbridge,ON
Summary
Bilingual (English and Mandarin) customer service and operations professional with proven experience in transportation coordination, team support, and high-volume client service. Recognized for rapid advancement, top customer ratings, and exceptional service quality. Demonstrates strong problem-solving skills, excellent time management, and the ability to support teams and management in fast-paced, customer-focused environments.
Overview
6
6
years of professional experience
Work History
Operations & Driver Coordinator
Booking.com
01.2023 - 12.2024
- Supported and coordinated a team of approximately 50 drivers, providing service in Toronto, Montreal, and Vancouver, while improving communication efficiency and service consistency.
- Coordinated transportation services for high-volume clients, with consistently high on-time performance and service reliability.
- Managed reservations, arrivals, departures, and billing information using computer-based systems, with minimal errors.
- Responded promptly to time-sensitive issues, including schedule changes, and urgent service requests.
- Maintained near-zero customer complaints through proactive communication and professional service delivery.
- Communicated effectively with clients, drivers, and partners to ensure smooth daily operations.
Manager's Assistant
Fantuan Delivery
12.2020 - 01.2023
- Promoted from delivery driver to 5-Star Driver within one month, achieving top customer ratings, and the highest service tips in the region.
- Selected to support the Area Manager based on strong performance, reliability, and leadership potential.
- Assisted in resolving customer complaints, merchant issues, and driver concerns, contributing to improved service satisfaction.
- Supported daily operations, including driver coordination, and issue escalation handling.
- Provided bilingual (English and Mandarin) support to customers, merchants, and drivers in fast-paced service environments.
Sales Manager
Legend of Zootopia
Richmond Hill, Ontario
11.2019 - 03.2020
- Promoted to Sales Manager based on strong sales performance, and reliability.
- Resolved customer issues, and supported team members to maintain service standards.
- Trained and supervised staff on cash handling, sales procedures, and daily reconciliation.
Sales Associate
Legend of Zootopia
Richmond Hill, Ontario
02.2019 - 11.2019
- Consistently met and achieved daily sales targets assigned by management through effective customer engagement and product knowledge.
- Delivered high-quality customer service, contributing to repeat business and a positive in-store experience.
Education
GED -
North American College
07-2023
High School Diploma -
LOLART School
Toronto, ON07-2018
High School Diploma -
St. Margarets School
Victoria, BCSkills
- Driver coordination
- Route optimization
- Scheduling software
- Billing management
- Data accuracy
- Customer relationship management
- Mandarin
- High-pressure problem solving
Languages
English
Full Professional
Chinese (Mandarin)
Native/ Bilingual
Timeline
Operations & Driver Coordinator
Booking.com
01.2023 - 12.2024
Manager's Assistant
Fantuan Delivery
12.2020 - 01.2023
Sales Manager
Legend of Zootopia
11.2019 - 03.2020
Sales Associate
Legend of Zootopia
02.2019 - 11.2019
GED -
North American College
High School Diploma -
LOLART School
High School Diploma -
St. Margarets School