Cherry Wong

Financial Services Representative @CIBC

Toronto, ON, CA

Managed 60+ daily client phone calls in Cantonese, Mandarin, and English, delivering professional client service and resolving inquiries efficiently, consistently achieving a client satisfaction score 20% above the team average- Took initiative in managing meeting agendas, organizing and scheduling meetings, recording detailed meeting minutes and distributing follow-up summaries, resulting in increased team collaboration and accountability- Demonstrated strong de-escalation skills by effectively calming upset and angry customers and delivering prompt, tailored solutions, resolving over 95% of escalated cases on first contact resolution.