RUI LI
Homebush,NSW
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Knowledgeable and dedicated customer service professional with extensive experience in [Type] industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level [Job Title] position. Ready to help team achieve company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Public Services Association
02.2017 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Provided primary customer support to internal and external customers.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Promptly responded to inquiries and requests from prospective customers.
- Trained new personnel regarding company operations, policies and services.
- Sought ways to improve processes and services provided.
- Promoted available products and services to customers during service, account management, and order calls.
- Managed timely and effective replacement of damaged or missing products.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Developed and updated databases to handle customer data.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Cross-trained and provided backup support for organizational leadership.
- Trained staff on operating procedures and company services.
- Investigated and resolved accounting, service and delivery concerns.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Increased efficiency and team productivity by promoting operational best practices.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Cross-trained and backed up other customer service managers.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Implemented and developed customer service training processes.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Created and maintained detailed database to develop promotional sales.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Finance Officer
Public Works Department
05.2011 - 01.2017
- Prepared monthly reconciliation of bank accounts and took corrective actions on deviations.
- Generated financial and operational reports to assist management with business strategy.
- Collaborated with team leaders to define standards, policies and procedures to meet company revenue goals.
- Analyzed financial statements against forecasts to prepare high-level variance analysis.
- Monitored budget and revenue trends, compiling reports for company leadership to inform decision-making.
- Verified compliance of financial policies and accounting procedures against federal regulations.
- Analyzed financial data regarding product performance and customer performance and developed reports for key stakeholders.
- Completed filings and upheld strict compliance with regulatory agencies and supervisors.
- Maintained responsive organization with sustained revenue growth through industry forecast monitoring and deliberate financial planning.
- Established and enforced controls on revenue and expenses to protect company assets.
- Assisted with recruiting, interviewing and hiring new department employees.
- Enhanced internal control systems and procedures to mitigate risk and support opportunities.
- Identified partnership opportunities and established favorable business connections.
- Reduced process discrepancies through measured implementation of performance reporting and data systems.
- Drove revenue stream development through strategic collaboration and partnerships.
- Improved resource utilization with data management systems, reducing costs through strategic coordination and contract analysis.
- Forecasted trends and recommended improvements based on financial risk analyses.
- Introduced software tools and process improvements to mitigate loss and drive operational growth.
- Drove profit increases through market research and strategic asset management to meet dynamic industry conditions.
- Evaluated project applications and verified with outline specifications to approve, reject and recommend adjustments.
- Partnered with IT and operational leadership to develop financial business plans with detailed benchmarks.
- Spearheaded expansion strategies to increase business market share.
- Strengthened [Type] and [Type] operations by proactively managing and optimizing [Type] operations.
Account Manager
Private Client
05.2007 - 04.2011
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Educated clients on new products or services to increase customer engagement with brand.
- Facilitated client satisfaction and renewed customer relations to drive growth.
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
- Coordinated with internal teams to facilitate prompt delivery of client projects.
- Monitored and analyzed customer feedback to identify opportunities for improvement.
- Developed and implemented strategies to increase client retention.
- Oversaw new business development to generate sales leads, negotiate client pricing and forecast revenue.
- Set clear sales goals to identify activities and behaviors to advance sales process and close deals.
- Recommended brand products to customers to encourage repeat purchases and foster customer loyalty.
- Liaised with marketing and sales teams to develop targeted campaigns.
- Reviewed and mitigated discrepancies to increase sales, reduce costs and streamline processes.
- Negotiated prices for products and freights to reduce cost of acquisition by achieving lower price.
- Identified key entry points to enhance market penetration and maximize returns.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Built relationships with customers and community to promote long term business growth.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Developed and maintained strong working relationships with professionals within assigned territory.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
- Contributed to team objectives in fast-paced environment.
- Maintained current knowledge of evolving changes in marketplace.
- Negotiated prices, terms of sales and service agreements.
- Recorded accurate and efficient records in customer database.
- Met existing customers to review current services and expand sales opportunities.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Achieved or exceeded company-defined sales quotas.
- Kept detailed records of daily activities through online customer database.
- Set and achieved company defined sales goals.
- Quoted prices, credit terms and other bid specifications.
- Developed, maintained and utilized diverse client base.
- Monitored service after sale and implemented quick and effective problem resolutions.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Presented professional image consistent with company's brand values.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Trained new employees on customer service, money handling and organizing strategies.
- Stayed current on company offerings and industry trends.
- Attended monthly sales meetings and quarterly sales trainings.
- Informed customers of promotions to increase sales productivity and volume.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
- Consulted with businesses to supply accurate product and service information.
- Contributed to event marketing, sales and brand promotion.
- Promoted conversion of casual shoppers into customers through product knowledge and product solutions to meet customer needs.
- Built diverse and consistent sales portfolio.
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
- Drove store revenue by offering customers accessories and related purchases to complete selections.
- Generated advertising brochure for vendor use.
Accountant Specialist
Overseas
01.2000 - 07.2006
- Completed daily cash functions like account tracking, payroll and wage allocations, budgeting, donating, and cash, and banking reconciliations.
- Maintained up-to-date knowledge on professional accounting standards to manage financial recordkeeping.
- Modified comprehensive reporting to reflect changing financial structure.
- Itemized taxpayer expenses to identify maximum adjustments, deductions and credits.
- Reviewed business operations and obligations to help organization function at acceptable level.
- Leveraged finance knowledge to strengthen controls and improve transparency.
- Prepared and filed tax forms to meet needs of customers.
- Handled day-to-day accounting processes to drive financial accuracy.
- Documented cash, credit, fixed assets, accrued expenses, and line of credit transactions.
- Gathered financial information, prepared documents, and closed books.
- Used advanced software to prepare documents, reports, and presentations.
- Detected and corrected mistakes early on and implemented systems to avoid recurring issues.
- Reconciled accounts and reviewed expense data, net worth, and assets.
- Evaluated and improved financial records to make important business decisions.
- Partnered with auditors to track errors and add contributions to maintain accuracy.
- Improved data collection, financial analysis and financial modeling to optimize practices and retain customers.
- Conducted technical and analytical reviews of tax returns to check for accuracy and qualified deductions.
- Researched technical tax issues to define tax effect or impact of certain tax positions.
- Compiled general ledger entries on short schedule with 100% accuracy.
- Cooperated with senior leaders to create operating budgets and initiate financial planning.
- Tracked funds, prepared deposits and reconciled accounts.
- Used accounting software to issue tax returns and prepare consolidated reports.
- Initiated comprehensive account assessments to check viability, stability, and profitability of business operations.
- Diminished outstanding debts by analyzing accounts for issues.
- Collected and reported monthly expense variances and explanations.
- Identified legal tax savings and recommended ways to improve profits.
- Maintained integrity of general ledger and chart of accounts.
- Developed financial models to assess and analyze financial performance of clients.
- Found tax solutions to complicated tax issues or errors from incorrect tax filings.
- Reviewed accounts, resolved coding areas, and tracked recurring expenses for accrual entry.
- Prepared working papers, reports and supporting documentation for audit findings.
- Provided journal entries and performed accounting on accrual basis.
- Trained new employees on accounting principles and company procedures.
- Collaborated with accounting manager to comply with governing bodies and limit regulatory risks.
- Kept up-to-date with tax changes and industry trends by participating in professional organizations, opportunities, and networks.
Education
Master of Science - Commerce
Deakin University
Melbourne, VIC10.2010
Bachelor of Science - Management Accountant
OVERSEAS
06.2002
Skills
- Blackbaud the Raiser's Edge
- Grammar
- Microsoft Dynamics
- Executive Management Support
- Microsoft PowerPoint
- Process Optimization
- Customer Relationship Management
- Lotus Notes
- POS Systems Expertise
- Adobe Systems Adobe Photoshop
- Sales Report Generation
- Order and Refund Processing
- Credit Card Payment Processing
- Plates Presentation
- Microsoft Excel
- Data Evaluation
- Travel Planning
- Stocking and Replenishing
- Multi-Line Phone Talent
- Professional Telephone Demeanor
- Sage 50 Accounting
- Conflict Resolution
- Report Creation
- Senior Leadership Support
- Oracle EnterpriseOne
- Promotional Support
- Conflict Mediation
- Critical Thinking
- Delphi Technology
- Microsoft Dynamics GP
- Shipping and Receiving Understanding
- Project Management Abilities
- Microsoft Internet Explorer
- Time Management
- Medical Condition Coding Software
- Understanding Customer Needs
- Staff Training
- Report Transcription
- Product Organization
- Account Management
- Microsoft Word
- Issue and Complaint Resolution
- Monitoring
- Speaking
- Research
- Service-Orientation
- Customer Service
- Service Standard Compliance
- Active Listening
- Transportation Solution Development
- Coordination
- Shipping Procedures Understanding
- Technical Support
- Receiving Support
- Adobe Systems Adobe Creative Cloud
- Citrix
- Google Docs
- Report Preparation
- Call Center Operations
- Microsoft Windows
- Filing
- Investigate Claims
- Reading Comprehension
- McAfee
- First-Tier Technical Support
- Documentation
- Prioritization
- Stock Management
- Order Processing
- Livechat Messaging
- Symantec
- Spreadsheets
- Order Fulfillment
- Closing Sales
- Fleet Dispatching
- IBM Domino
- IBM Power Systems Software
- Microsoft SharePoint
- Team Development
- Filemaker Pro
- System Implementation
- Freight Operations
- Microsoft Access
- Retail Sales Customer Service
- IBM Cognos Impromptu
- Customer Consulting
- Strong Analytical and Problem-Solving Skills
- Business Development Understanding
- Quality Assurance Controls
- Medical Terminology Knowledge
- Brand Representation
- Adobe Systems Adobe Flash
- Customer Relations
- Sales Expertise
- ADP Workforce Now
- Warehousing Functions
- CRM Software
- Social Perceptiveness
Certification
- Certified [Job Title], [Company Name] - [Timeframe]
Languages
Chinese (Mandarin)
Native or Bilingual
Timeline
Customer Service Representative
Public Services Association
02.2017 - Current
Finance Officer
Public Works Department
05.2011 - 01.2017
Account Manager
Private Client
05.2007 - 04.2011
Accountant Specialist
Overseas
01.2000 - 07.2006
Master of Science - Commerce
Deakin University
Bachelor of Science - Management Accountant
OVERSEAS
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