Ruonan Cao

- Crawled external website data, cross-referenced with internal data, and identified tax risks (e.g., income tax, VAT, stamp duty).

- Analyzed monthly performance of 24 branches, identifying operational challenges. Developed an Excel-based internal tool for automated branch performance reporting, widely adopted across Sichuan Province to enhance management efficiency.
- Designed data-driven governance and branch competition strategies. Coordinated resources to tailor improvement plans, assisting 7 branches in winning 8 awards in 2021 Q1 competitions.

- Managed daily operations of the bank lobby, ensuring a welcoming and efficient environment for customers.
- Led a team of front-line staff to provide exceptional customer service, addressing inquiries and resolving issues promptly.
- Acted as the main point of contact for customers, helping to build and maintain strong client relationships.
- Monitored and assessed customer flow and queue management, ensuring minimal wait times and high satisfaction.
- Worked closely with the branch manager and other departments to implement strategies aimed at improving customer experience and operational efficiency.
- Trained and mentored new staff members on customer service best practices, bank procedures, and products.
- Promoted bank products and services, helping to achieve branch sales and service goals.