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 paced over 200% in 2017-2018.• 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.