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Summary

Entrepreneurial customer service passionates about building productive relationships with clients, partners and team members. Problem solving not only involve in assisting customer go through any inconveniences but also harmonizing clients' demand.

Highlights
  • New customer acquisition
  • Brand development
  • CRM understanding
  • MS Office
  • Fluent in Vietnamese
  • Windows, Lunix, Mac operating system
Experience
Recess Ho Chi Minh, Vietnam Customer Service Team leader 06/2014 to 06/2015
  • Successfully managed the activities of 23 team members.
  • Created training manuals targeted at resolving even the most difficult customer issues.
  • Monitored the daily activities of 3 customer support teams.
  • Developed, implemented and monitored programs to maximize customer satisfaction.
  • Interviewed, hired and trained new quality customer service representatives.
  • Guaranteed positive customer experiences and resolved all customer complaints. Addressed negative customer feedback immediately.
  • Routinely prepared and evaluated CRM reports to identify problems and areas for improvement.
  • Effectively communicated with team members to maintain clearly defined expectations.
  • Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.
  • Coaching daily and refresh training monthly for team members
Tan Tri Dat Ho Chi Minh Sale & Marketing Manager 05/2013 to 08/2013
  • Identified strategic partnerships and gathered market information to gain a competitive advantage.
  • Set up new supplying partners with Jupiter Inc.
World Financial Group Chicago, IL Referrals Associates 01/2011 to 02/2013
  • Interviewed prospective clients to learn about their financial needs and to discuss any existing coverage.
  • Selected and compiled relevant information and resources for clients to support them in deciding suitable insurance plan
  • Processed applications, payments, corrections, endorsements and cancellations.
  • Prepared necessary paperwork to process insurance sales and renewals.
Accu World Language Center Chicago, IL Translator and Interpretor 10/2011 to 04/2012
  • Translated legal papers including complaints, summons and interrogatories and various court documents into Vietnamese
  • Supported judge and attorney with interpreting at court or by phone call.
VNUS Travel $ Money Chicago, IL Marketing Coordinator 05/2009 to 01/2010
  • Increased sales by 27% by launching the Customer Relationship Management marketing campaign.
  • Contributed to relevant blogs, conferences and events both off-line and online to increase brand awareness.
  • Analyzed ratings and programming features of competitors to evaluate the effectiveness of marketing strategies.
  • Created an official company page on Facebook to facilitate interaction with customers.
NYK Liner Vietnam Ho Chi Minh Sale & Marketing Internship 09/2007 to 09/2008
  • Analyzed ratings and programming features of competitors to evaluate the effectiveness of marketing strategies.
  • Designed and created marketing collateral for sales meetings, trade shows and company executives.
Education
MBA: International Management 2011 University of Illinois at Chicago, Chicago, IL, USA

Graduated on May 2011

Emphasis in international management

Business Writing seminar


Bachelor of Arts: Marketing Execute 2008 University of Economics of Ho Chi Minh City, Ho Chi Minh, Vietnam

Coursework in Marketing and Advertising

Member of Virtual Stock Exchange Club, Marketing Club 

This resume is created in 7 minutes.
Professional Summary
Customer service professional manager with years of experience interacting with the public. Highly qualified in service-based, hospitality positions requiring an emphasis on customer satisfaction in a fast-paced environment. Strong team player and leader. Committed to quality performance with an ability to learn new procedures quickly.
Skills
  • Accomplished manager
  • Goal-oriented
  • Positive and upbeat
  • POS expert
  • Analytical problem solver
  • Strong interpersonal skills
  • Empowers high-performing sales teams
  • Sales expertise 
Work History
Associate Manager Feb 2015 - Current
Build-a-Bear Workshop San Juan, Puerto Rico
  • Assigned employees to specific duties to best meet the needs of the store.
  • Reported to the district manager regarding all store and staff issues.
  • Conducted store inventories once per quarter.
  • Trained all incoming sales team members.
  • Supervised a sales force of 17 sales associates.
  • Reviewed operational records and reports to project sales and determine profitability.
  • Maintained knowledge of current sales and promotions, policies regarding payment and exchanges and security practices.
  • Planned and directed staff training and performance evaluations.
  • Promptly resolved all customer requests, questions and complaints.
  • Built relationships with customers and the community to establish long-term business growth.
  • Created weekly schedules according to the store needs and payroll budget. 

Sales and Customer Service Team Leader Nov 2007 - Feb 2015
Build-A-Bear San Juan, Puerto Rico
  • Greet & explain the process of building a bear.
  • Stocked and replenished merchandise according to store merchandising layouts.
  • Cleaned and organized the store, including the checkout desk and displays.
  • Completed all point of sale opening and closing procedures, including counting the contents of the cash register.
  • Handled all customer relations issues in a gracious manner and in accordance with company policies.

​​

Library and Reference Assistant Jan 2004 - Jan 2007
Social Sciences Library, University of Puerto Rico Río Piedras Campus San Juan
  • Assist students and staff in using on-line reference databases and locate and check out books and materials.
  • Operate audiovisual equipment such as the laminating machine, printer, microfiche readers, and copy machine.
  • Perform a variety of clerical duties, including processing and maintaining library media; entering records and files; maintain schedules for use of computers; library media center; books and related reference materials; and assemble packets and materials for students.
  • Help conduct periodic inventories of book collection, materials, software and equipment as assigned; participate in ordering and maintaining supplies and equipment; store and discard materials according to standard procedures.​
Education
B.A: Theater and the Performing Arts Current
University of Puerto Rico, Río Piedras Campus San Juan

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Professional Summary
Highly detail-oriented and organized self-starter who works well independently to get the job done to the satisfaction of the client. Motivated Team Leader offering a strong work ethic and positive attitude. Highly effective in fast-paced work environments.
Skills
  • Effective workflow management
  • Microsoft Outlook, Word and Excel
  • Customer Relationship Management Software (CRM)
  • Process improvement specialist
  • Exceptional interpersonal communication
  • Excellent time management skills
  • Exceptional telephone etiquette
  • Documentation
  • Verbal/written communication
  • Team Management
  • Quality Service Goals
  • Skilled in call center operations
Work History
March 2016-Current Customer service Team Leader Frontier Communications | 120 North Plymouth Ave
  • Identified individual development needs with appropriate training.
  • Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
  • Solved unresolved customer issues.
  • Strong leader of customer support staff.
  • Trained staff on operating procedures and company services.
  • Devised and published metrics to measure the organization's success in delivering world class customer service.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Education
2013 High School Diploma: Dr. Freddie Thomas High school 625 scio street
Current Associate of Science: Business Management Fingerlakes Community College , 3325 Marvin Sands Dr, Canandaigua, NY 14424

This resume is created in 7 minutes.
Professional Summary
In applying for this position, I will be utilizing knowledge I acquired through my previous Customer Service and Sales experience. My extensive experience working in the Sales and Customer Service Industry will enable me to bring full range of skills to the position advertised. Objectives In applying for this position, I hope to further my skills within the company to expand my ability to target high profiles within the company.
Skills
  • Creative problem solver
  • Quick learner
  • MS Windows proficient
  • Exceptional communication skills
  • Strategic sales knowledge
  • Credit card processing
  • Credit card processing
  • POS systems expert
  • Trusted key holder
Work History
Server, 03/2012 to 05/2012
Trail Dust Steakhouse Arlington, TX
  • General Preparation In opening and closing establishment.
  • I took orders for customer's meals, served beer and alcoholic beverages.
  • Greeted customers, brought out the food to people.
  • Received payment by cash, check, and credit card.
  • Provided an elevated customer experience to generate a loyal clientèle.
  • Assisted customers with food selection, inquiries and order customization requests.
Personal Assistant, 01/2012 to 07/2012
Dollar Car Sales Arlington, TX
  • made inbound and outbound calls to potential customers.
  • Posted ads on Craig list, I also did marketing and advertising for my boss.
  • I did the paperwork for customers and put data in the computer.
  • I also Sold Cars.
  • Helped drive sales goals and achieve monthly quotas.
  • Achieved sales goals and service performance requirements of $amount through new customer sales.
  • Learned, referenced and applied product knowledge information.
  • Audited new customer files to verify medical necessity and satisfaction of coverage criteria.
Customer Service Team Leader, 08/2011 to 01/2012
Contemporary Services Corporation Arlington, TX
  • Did baggage check, did security, Provided Health and Security at main events done at TCU, Baylor, UTA Schools.
  • Screened all passengers, crew members and employees for weapons and contraband.
  • Inspected equipment, structures and materials to identify the cause of errors and defects.
  • Denied entrance to the building to unauthorized persons.
Education
High School Diploma: General Education, June 2004
South Shore Comm. Academy - Chicago, IL
  • [2.7] GPA
  • General Studies
Additional Information
  • Professional Skills Microsoft Word 03, 07, 10 - Intermediate Customer Service - Expert Hobbies & Interests I like to Read, dance, sing. Discover new things that are going on in the world. Love to travel, cook, and sew. Learning different languages. Love to talk to people about their problems and hope to help to solve them.