Charlene Yifan SHAO
Mount Waverley,VIC
Summary
Driven by superior customer service, I enhanced client financial standing and loan approval rates at Grand Finance Pty Ltd. Leveraging expertise in residential mortgage lending regulations and Microsoft Word, I successfully managed complex customer cases, ensuring optimal outcomes and fostering client loyalty through effective problem-solving and engagement.
I also experienced optician delivering exceptional service and assistance to customers in both fluent English and native Mandarin at 1001 Optical Doncaster. I consistently helped in selecting appropriate eyewear and adjusted glasses to meet patient needs.
Overview
9
9
years of professional experience
Work History
Mortgage Broker
Grand Finance Pty Ltd
10.2021 - Current
- Explained entire mortgage loan process to borrower.
- Managed loan pipelines efficiently, promptly addressing any issues or concerns that arose during the mortgage process.
- Assisted clients in improving their overall financial standing, increasing their chances of loan approval and favourable terms.
- Collaborated with different lenders to find best possible deal for homebuyers.
Optical Dispenser
1001 Optical
07.2019 - Current
- Skillfully handled customer complaints, resolving issues promptly and professionally to maintain client loyalty.
- Provided support to store management by assisting with staff training, ensuring that trainees were knowledgeable of products and services offered.
- Assisted coworkers with complex cases, sharing expertise in lens materials, coatings, tints, other optical options, and contact lenses available to suit specific requirements.
- Collaborated with optometrists to ensure accurate prescription fulfillment and optimal visual outcomes for customers.
- Assisted in inventory management, conducting regular stock checks and updating the database accordingly.
- Set up attractive displays, shared current promotions, and offered excellent customer service to increase satisfaction.
Sales Associate
ESCADA
07.2017 - 05.2018
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
Cafe Server
Cafe Vercelli
01.2017 - 07.2017
- Effectively multitasked between serving guests at tables as well as assisting those placing take-out orders.
- Promoted a welcoming atmosphere through friendly interactions with both regular patrons and first-time visitors alike.
- Maintained cafe cleanliness by wiping down tables and counters, restocking condiment bar, emptying trash receptacles and mopping and sweeping floors.
- Successfully resolved customer complaints, turning potentially negative experiences into positive ones that built loyalty.
Student Assistant
Victorian Government School
08.2015 - 10.2015
- Worked with classroom teacher to learn about current standards and best practices.
- Facilitated small group activities and one-on-one instruction to meet individual student needs.
- Promoted a positive learning environment by establishing clear expectations, enforcing classroom rules, and fostering open communication.
Education
Certificate IV - Finance And Mortgage Broking
Mentor Education
07.2020
Bachelor of Commerce - Economics & Finance
University of Melbourne
Parkville, VIC12.2016
Skills
- Superior customer service
- Collaborative Teamwork
- Effective problem solving
- Client engagement and assistance
- Residential mortgage lending regulations
- Skilled in Microsoft Word, Microsoft Excel, Adobe PDF
Languages
Chinese (Mandarin)
Native or Bilingual
English
Full Professional
Chinese (Cantonese)
Professional Working
Timeline
Mortgage Broker
Grand Finance Pty Ltd
10.2021 - Current
Optical Dispenser
1001 Optical
07.2019 - Current
Sales Associate
ESCADA
07.2017 - 05.2018
Cafe Server
Cafe Vercelli
01.2017 - 07.2017
Student Assistant
Victorian Government School
08.2015 - 10.2015
Certificate IV - Finance And Mortgage Broking
Mentor Education
Bachelor of Commerce - Economics & Finance
University of Melbourne
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