Dung La
Alhambra,CA
Summary
Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations.
Overview
16
16
years of professional experience
Work History
Customer Service Manager
Ya Ya Creations, Inc
04.2014 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Followed through with client requests to resolve problems.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Took ownership of customer issues and followed problems through to resolution.
- Kept accurate records to document customer service actions and discussions.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
Customer Service Specialist
Tobeinstyle
03.2011 - 03.2014
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Maintained up-to-date knowledge of product and service changes.
- Created purchase orders to monitor stock levels, verify purchase requisitions, and expedite customer orders.
- Checked items received against items ordered by verifying receipts.
- Negotiated with suppliers, vendors and other representatives.
- Maintained consistent email communication with stores and suppliers to confirm and track orders and verify price revisions on purchase orders.
- Placed orders for merchandise consistent with quality, quantity and other specification requirements.
Cashier
Family Friend Convenience Store
02.2009 - 03.2010
- Worked flexible schedule and extra shifts to meet business needs.
- Greeted customers entering store and responded promptly to customer needs.
- Addressed customer needs and made product recommendations to increase sales.
- Restocked and organized merchandise in front lanes.
- Helped customers complete purchases, locate items, and join reward programs.
- Welcomed customers and helped determine their needs.
- Stocked, tagged and displayed merchandise as required.
- Handled cash with high accuracy and took care to check bills for fraud.
- Set up new sales displays each week with fresh merchandise.
Education
High School Diploma -
Alhambra High School
Alhambra06-2005
Skills
- Complaint resolution
- Metric tracking
- Training and mentoring
- Staffing coordination
- Cross-functional collaboration
- CRM software
- Positive and constructive feedback
- Research and due diligence
- Staff management
- Quality assurance
- Project management
Timeline
Customer Service Manager
Ya Ya Creations, Inc
04.2014 - Current
Customer Service Specialist
Tobeinstyle
03.2011 - 03.2014
Cashier
Family Friend Convenience Store
02.2009 - 03.2010
High School Diploma -
Alhambra High School
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