QIYAN (Jack) ZHANG
Springvale,Australia
Summary
Customer-focused professional with extensive experience in banking and service industries, skilled in supporting clients' financial needs, and enhancing digital engagement. Proven ability to educate customers on technology solutions and drive satisfaction through effective problem-solving, seeking to contribute to Nexigen Digital's success with strong interpersonal skills and a passion for continuous learning.
Overview
16
16
years of professional experience
Work History
Customer Banking Specialist
Commonwealth Bank
02.2022 - Current
- Have in-depth conversations with customers about supporting their overall banking needs including Home Loans, Business Banking & Financial Advice
- Support customers with enquiries, maintenance on accounts and process applications for credit products
- Complete Financial Health Checks to assess customers’ financial needs and identify any changes
- Educate and demonstrate of our in-branch technology and digital banking options to customers
- Problem solve and provide effective solutions whilst championing processes, procedures, driving our risk-adverse culture
Service Advisor
Automotive Spares
11.2017 - 11.2021
- Managed inbound customer inquiries via phone, email, and in-person, providing accurate quotes, troubleshooting issues, and ensuring high satisfaction
- Quotes ordered and tracked parts inventory to maintain optimal stock levels and meet customer demand
- Sourced vehicles for parts resale through auctions
- Assisted in parts sales by identifying customer needs, recommending solutions, and processing transactions efficiently
- Maintained records of purchase, invoices, and customer interactions using dealership/CRM software
Claims Assistant
Suncorp
01.2014 - 09.2017
- Provided expert guidance to clients on insurance products, tailoring coverage to meet individual needs and risk profiles
- Evaluated and processed insurance claims efficiently, ensuring compliance with policies while maintaining high customer satisfaction
- Issues new policies, renewed existing accounts, and updated client records with accuracy in [software name]
- Adhered to state and federal insurance regulations and company underwriting guidelines
- Addressed client concerns, clarified coverage details, and negotiated fair settlements to resolve conflicts
Casino Dealer
Crown Casino
03.2009 - 10.2013
- Expertly dealt with a variety of table games, ensuring game integrity, adherence to house roles, and smooth gameplay
- Provided an entertaining and professional gaming experience, fostering a welcoming atmosphere for high-value patrons and casual players alike
- Managed chip exchanges, payouts, and table balances with strict accuracy, maintaining compliance with casino financial protocols
- Addressed player disputes calmly and diplomatically, enforcing rules while preserving guest satisfaction
- Uphold gaming regulations, age restrictions, and responsible gambling policies
Education
VCE -
Taylors Lakes Secondary College
Melbourne, VIC12-2007
Skills
- Strong analytical and problem-solving ability
- Excellent verbal and written communication
- Proactive attitude
- Collaborative
- Conflict resolution
- Task prioritization
- Attention to detail
- Adaptability
- Quick learner
References
Sylvanna Menkeryous, Branch Manager, Commonwealth Bank,
- 0429 565 674
- sylvanna.menkeryous@cba.com.au
David Pham, Director, Automotive Spares,
- 0406 213 790
Timeline
Customer Banking Specialist
Commonwealth Bank
02.2022 - Current
Service Advisor
Automotive Spares
11.2017 - 11.2021
Claims Assistant
Suncorp
01.2014 - 09.2017
Casino Dealer
Crown Casino
03.2009 - 10.2013
VCE -
Taylors Lakes Secondary College
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