BINGLIN(Crystal) Zhuang
Watson,ACT
Summary
Dynamic and attentive professional specializes in retail banking, customer service and account management. Driven to help clients make responsible and financially beneficial decisions. Knowledgeable of branch operations and financial products to best support company and customers.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Personal Banking Specialist
Westpac Bank
10.2023 - Current
- Enhanced customer satisfaction by addressing and resolving complex banking issues.
- Boosted sales of financial products and services through personalized recommendations tailored to individual client needs.
- Provided exceptional customer service, resulting in increased customer retention rates and positive feedback from clients.
- Maintained up-to-date knowledge of banking regulations, policies, procedures, ensuring accurate information dissemination to clients at all times.
- Led training sessions for junior bankers, fostering a culture of continuous learning and professional development.
- Streamlined branch operations for increased efficiency through implementation of new processes and procedures.
- Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
Personal Banker
Westpac Bank
08.2022 - 10.2023
- Improved customer satisfaction by providing personalized banking solutions and exceptional service.
- Streamlined daily operations, ensuring accurate transaction processing and efficient customer service delivery.
- Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
- Collaborated with branch team members to achieve monthly sales targets and improve overall performance.
- Expanded customer base by consistently meeting referral goals through networking events and community outreach initiatives.
Personal Banking Advisor
Westpac Bank
12.2021 - 08.2022
- Increased customer satisfaction by providing personalized banking solutions and product recommendations.
- Streamlined account opening processes for improved efficiency and reduced wait times.
- Built strong relationships with clients, identifying their financial needs and offering tailored advice.
- Collaborated with colleagues to share best practices and enhance overall branch performance.
Supervisor
The Coffee Club
09.2021 - 12.2021
- Proactively identified performance gaps among staff and implemented process improvements to enhance service quality
- Reconciled daily sales transactions to balance
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively
- Trained new hires for diverse jobs and kept employees up-to-date through frequent meetings
- Achieved consistent budget targets with optimal expense controls and elimination of unnecessary waste.
Intern
Industrial & Commercial Bank of China
03.2021 - 06.2021
- Engaged in the work of service and maintenance for customers such as opening accounts, solving problems about the App and educating them on the use of the App
- Engaged in the process of second-handed houses home loans
- Introduced and sold relevant financial products to clients under the help of Customer managers
- During the work, I was very good at analysing and solving problems and my colleagues and my supervisors appreciated my excellent working ability and good customer service skills during this internship.
Supervisor
The Coffee Club
04.2018 - 01.2021
- Proactively identified performance gaps among staff and implemented process improvements to enhance service quality
- Reconciled daily sales transactions to balance
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively
- Trained new hires for diverse jobs and kept employees up-to-date through frequent meetings
- Achieved consistent budget targets with optimal expense controls and elimination of unnecessary waste.
Intern
Industrial and Commercial Bank of China
07.2014 - 10.2014
- Learned the business of foreign loans
- On requirements of companies and according to regulations of State Administration of Foreign Exchange, provided cross-boarded RMB lending to companies
- Provided overseas remittance for clients, check and examine the documents of firms according to firms' capital property
- According to the regulations of State Administration of Foreign Exchange on settlement of exchange, examined settlement of exchange documents, tax invoice, contracts and receipts provided by firms.
Education
Foundation -
CPA Australia
01.2018
Master of Finance -
Australian National University
01.2017
Bachelor of Economics -
Wuhan University
01.2015
Bachelor of Public Administration -
Wuhan University
01.2015
Skills
- Team Work
- Willingness to Learn
- Respectful
- Microsoft Products
- Branch operations
- Branch management
- Cross-Selling Products
- Relationship Building
- Issues Resolution
- Customer Service
- Banking Policies and Procedures
- Customer Satisfaction
Certification
Drivers Licence, 06/2023
RG146 Licensing
Languages
Chinese - Mandarin
English
Designated Officer
During the time in Westpac, I was nominated as a designated officer.
My job duty is to manage the branch, assign tasks to my team members and run the branch smoothly when my manager is away.
Timeline
Personal Banking Specialist
Westpac Bank
10.2023 - Current
Personal Banker
Westpac Bank
08.2022 - 10.2023
Personal Banking Advisor
Westpac Bank
12.2021 - 08.2022
Supervisor
The Coffee Club
09.2021 - 12.2021
Intern
Industrial & Commercial Bank of China
03.2021 - 06.2021
Supervisor
The Coffee Club
04.2018 - 01.2021
Intern
Industrial and Commercial Bank of China
07.2014 - 10.2014
Foundation -
CPA Australia
Master of Finance -
Australian National University
Bachelor of Economics -
Wuhan University
Bachelor of Public Administration -
Wuhan University
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