Jeff Zhang
Stoke-On-Trent,Staffs
Summary
Accomplished professional with expertise in Microsoft Office, team leadership, and process improvement. Demonstrates proficiency in budgeting, compliance, and CRM systems, with a strong focus on TCM healthcare. Committed to driving organisational success through strategic planning and effective resource management.
Overview
20
20
years of professional experience
6
6
years of post-secondary education
Work history
Customer Account Supervisor
bet365
Stoke-on-Trent, Staffordshire
2020.12 - 2025.04
- Coach and develop team leaders/members to deliver exceptional customer service
- Conduct coaching / feedback sessions and create SMART PDPs for staffs
- Design initiatives to elevate customer satisfaction and drive repeat business
- Investigate technical issues, collaborate with management and assist in project delivery
- Support managers in setting productivity benchmarks and implementing service ethos
Customer Account Team Leader
bet365
2020.07 - 2020.12
- Led a team to ensure high customer service standards
- Ran weekly/monthly performance report and ranked top performance
- Mentored new employees to deliver
- Assisted with shift management and escalated customer/site issues
Customer Account Advisor
bet365
2019.08 - 2020.07
Customer service & Sales Manager
PGC Capital Ltd
2017.08 - 2019.05
- Oversaw post-sale client handovers and ensuring compliance and customer satisfaction.
- Collaborated with external stakeholders (solicitor, contractors, utility providers) to streamline processes.
- Monitored defects, identified trends, and initiated process improvement
- Managed internal/external relations to maintain quality and compliance.
Customer Account Advisor and Team Leader
bet365
2010.04 - 2017.08
- Managed customer accounts, resolve issue such deposit, verification, withdrawal and betting related queries
- Leveraged problem-solving skills to ensure customers queries/issues to be resolved at first instance
- Trained 50+ staffs, boosting productivity, managed escalations, shift operations and performance review
- Develop staffs to meet high standard level based on service ethos
Company manager & Herbalist
Bai Trading Ltd
2005.08 - 2010.01
- Managed a TCM branch, ensuring compliance and service quality.
- Boosted revenue by 25% in first year through team coaching.
- Handled budgeting, stock control, payroll and sales reporting.
- Resolved customer complaints and drafted sales contract.
Education
MBA - with Merit
Staffordshire University
Stoke-on-Trent 2011.09 - 2012.06
Foundation Course and Diploma - Business and Management
Greenwich University
2002.01 - 2004.01
BA degree - Chinese Herbs
Heilongjiang University of Chinese Medicine
1999.01 - 2002.01
Skills
- Microsoft Office
- Team leadership
- Process improvement
- Budgeting
- Compliance
- CRM
- TCM healthcare
Personal Information
Nationality: British
Languages
English
Advanced
Chinese (Mandarin)
Native
Affiliations
- Cooking, Travelling
Timeline
Customer Account Supervisor
bet365
2020.12 - 2025.04
Customer Account Team Leader
bet365
2020.07 - 2020.12
Customer Account Advisor
bet365
2019.08 - 2020.07
Customer service & Sales Manager
PGC Capital Ltd
2017.08 - 2019.05
MBA - with Merit
Staffordshire University
2011.09 - 2012.06
Customer Account Advisor and Team Leader
bet365
2010.04 - 2017.08
Company manager & Herbalist
Bai Trading Ltd
2005.08 - 2010.01
Foundation Course and Diploma - Business and Management
Greenwich University
2002.01 - 2004.01
BA degree - Chinese Herbs
Heilongjiang University of Chinese Medicine
1999.01 - 2002.01