Zhuoling Bao

Customer-focused Banking Customer Service Executive with proven experience in delivering exceptional customer support in a fast-paced banking environment. Recognized for maintaining a zero customer complaint record and achieving the highest call handling volume for six consecutive months. Committed to providing professional, accurate, and customer-centric financial services.

Customer-focused banking professional with experience in retail banking and digital marketing, proven to handle 50–80 customer enquiries daily while maintaining first-contact resolution and meeting SLA targets. Skilled at troubleshooting mobile and online banking, resolving account and transaction issues, de-escalating complaints, and driving adoption of self-service channels to reduce repeat contacts. Bilingual in English and Mandarin with strong CRM, compliance, and cross-functional collaboration abilities—ready to deliver reliable, customer-centric support in fast-paced financial environments.

Customer Service Executive at Bank of Jinhua (2025-05 – 2026-05)

• Handled 50–80 customer enquiries daily across phone and digital channels, prioritizing first-contact resolution and adherence to service standards.
• Resolved account enquiries, balance checks, funds transfers, bill payments and transaction disputes while following compliance and security protocols.
• Provided technical support and step-by-step guidance for mobile and online banking, reducing repeat contacts and improving customers' digital experience.
• Investigated and de-escalated complaints, coordinating with fraud, operations and product teams to deliver timely, compliant resolutions.
• Promoted banking products and encouraged adoption of self-service channels through clear education and demonstrations.
• Maintained accurate customer records, protected confidential financial information, and delivered professional bilingual support in English and Mandarin.
• Consistently managed a high volume of interactions while maintaining quality and SLA targets.
• Increased customer confidence in digital channels through effective training and troubleshooting.
• Recognized for strong communication, problem-solving and cross-functional collaboration in resolving complex customer issues.

Marketing Executive at Wuming Tea (2024-11 – 2025-05)

• Planned and executed integrated online and offline marketing campaigns to increase brand awareness and customer engagement.
• Managed social media platforms—created engaging content, moderated community, and improved response times to customer enquiries.
• Coordinated promotional activities with operations and sales to ensure smooth execution and positive customer experiences.
• Conducted market research and competitor analysis to inform targeting and campaign strategy.
• Monitored campaign performance and prepared actionable reports to optimize engagement and ROI.
• Assisted in organizing promotional events and product launches, ensuring efficient logistics and high customer satisfaction.
• Increased customer engagement through creative marketing campaigns and active social media management.
• Improved response time to customer enquiries, contributing to a positive customer experience.
• Collaborated effectively with cross-functional teams to achieve marketing and customer service objectives.

Bachelors in Business and Finance – PSB - Conventry University, Singapore (2023 – 2024)

Diploma in Fashion Media – Zhejiang Textile & Fashion College, Ningbo (2018 – 2021)