Joyce Zhan Email & Phone Number

Vancouver, British Columbia, Canada

• Maintaining relationships with Mortgage Brokers and external parties through effective communication and building trust to increase company loyalty and business referrals.
• Analyzing down payment, income, credit and property documents to ensure mortgage commitments are met; achieving 97%+ in quarterly audits pertaining to accuracy, compliance and due diligence (team goal: 95%).
• Proactively responding to inquiries within tight turnaround times to satisfy mortgage conditions efficiently.

Burnaby, British Columbia, Canada

• Provided tailored advice for personal accounts and credit; equipped clients with financial confidence, generating increased business through referrals and client retention; exceeded sales goal by 130% from2015-2016 and.
• Ensured opening/closing procedures were completed efficiently alongside Financial Service Representative.
• Operated multiple digital platforms simultaneously: internal account maintenance (Admin Apps), pipeline/data management software (C3) and financial transaction operating system (S3).

Burnaby, British Columbia, Canada

• Supervised 8 tellers acting as Manager of Customer Service: mentored front-line staff, handled escalations and complex inquiries; consistently rated 80%+ on Legendary Experience Index (LEI) reports (branch goal: 53.33%).
• Provided tailored advice for accounts, loans and investments and equipped clients with financial confidence, generating increased business through referrals and client retention.
• Ensured opening/closing procedures were completed efficiently alongside Customer Service Representative.

Vancouver, British Columbia, Canada

Burnaby, British Columbia, Canada

• Assisted multiple customers simultaneously alongside 12 team members to surpass individual and store goals.
• Optimized sales, utilized marketing processes and performance analytics through Salesforce for Customer Relationship Management (CRM) and improved client experience.
• Recognized as North America’s Top 50 Signature Sellers for volume B stores from July 2014 to May 2015; achieved highest sale volumes, units-per-transaction (UPT) and exceeded initial annual goal of $318,000.

Bachelor’S Degree, Psychology

High School Diploma

Activities and Societies: Amnesty International Club, Burnaby District Model United Nations Committee, Dance Council, Graduation Council.