Lai Saechao
San Francisco,CA
Summary
Dedicated professional with expertise in operations and customer oversight. Adept in planning, directing and maintaining continuous operations in various departments. Recognized for strong problem-solving abilities, empathy, and a self-driven approach to achieving goals.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Alloy LED
Emeryville, CA
07.2025 - Current
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed order processing using CRM software to ensure timely fulfillment and customer satisfaction.
- Conducted follow-up calls to assess customer satisfaction and address any concerns proactively.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Diagnosed and resolved technical issues to ensure system functionality.
- Managed customer interactions through email and phone to deliver outstanding service.
- Assisted in developing precise quotes and creating lighting tape-offs based on customer needs. Reviewed electrical plans to support project accuracy.
Project Manager
Alloy LED
Emeryville, CA
05.2022 - 02.2025
- Managed VIP client relations and collaborated closely with sales representatives to ensure all client needs and project requirements were thoroughly understood and addressed. Utilized provided specifications to recommend and deliver tailored product solutions that aligned precisely with each client’s unique objectives.
- Partnered with sales representatives across 40 rep agencies to deliver tailored product solutions, resulting in a 58% deal closure rate and contributing 10% to overall annual revenue.
- Defined clear project goals and coordinated with cross-functional teams to maintain project momentum, ensuring timely and successful delivery.
- Played a key role in budget planning and expense tracking, maintaining alignment with financial targets and constraints.
- Negotiated project terms to secure mutually beneficial agreements, enhancing client satisfaction and company profitability.
- Reviewed plans and oversaw the layout, routing, and integration of technical and electrical components, ensuring high-quality standards and seamless execution.
- Prepared detailed quotes in Salesforce and created custom wiring diagrams using OmniGraffle to support project planning and execution.
Customer Service Supervisor
Alloy LED
Emeryville, CA
10.2019 - 05.2022
- Led and mentored a team of customer service representatives, fostering a positive work environment and promoting high standards of performance.
- Effectively handled customer complaints and resolved issues promptly, ensuring customer satisfaction and retention.
- Strong verbal and written communication skills, with the ability to convey information clearly and professionally to both customers and team members.
- Trained and onboarded new employees, providing ongoing coaching and feedback to ensure continuous improvement in service quality.
- Proactively identified and addressed potential issues, ensuring smooth operations and customer satisfaction.
- Monitored team performance through key metrics and KPIs, providing feedback and implementing strategies for improvement.
- Efficiently managed multiple tasks, ensuring customer inquiries were handled promptly and accurately.
- Consistently prioritized customer needs, striving to exceed expectations and build long-term loyalty.
- Identified opportunities to streamline customer service processes, resulting in improved efficiency and service delivery.
- Assisted with upselling and cross-selling products or services, contributing to the achievement of sales targets.
- Analyzed customer feedback and service data to identify trends and drive improvements in service quality.
Card Dealer
San Pablo Lytton Casino
San Pablo, CA
09.2014 - 02.2016
- Conducted table games professionally, ensuring compliance with casino policies and gaming regulations.
- Delivered an engaging and enjoyable experience for guests while maintaining a friendly yet professional demeanor.
- Managed bets, payouts, and chip exchanges efficiently while ensuring accuracy.
- Monitored players for adherence to game rules and identified potential cheating or suspicious behavior.
- Assisted in resolving disputes while maintaining a fair and enjoyable gaming environment.
- Provided excellent customer service, fostering positive relationships with patrons and encouraging repeat visits.
- Proficient in Blackjack, Pai-Gow, Tiles, Baccarat, Texas Hold'em, Three Card Poker.
Education
High school diploma -
Skills
- Client Relationship Management: Demonstrated expertise in cultivating and maintaining strong client relationships to drive customer satisfaction and long-term retention
- Technical Proficiency: Skilled in electrical project estimation and sales, with expertise in defining project scope and delivering accurate bids Proficient in interpreting technical drawings and schematics
- B2B Service & Sales: Extensive experience in business-to-business service and sales, driving revenue growth and consistently exceeding sales targets
- Proficient in CRM systems, including Salesforce, Zendesk, and Fishbowl
- Experienced in Microsoft Office Suite, including Excel, Word, Outlook, and PowerPoint
Timeline
Customer Service Representative
Alloy LED
07.2025 - Current
Project Manager
Alloy LED
05.2022 - 02.2025
Customer Service Supervisor
Alloy LED
10.2019 - 05.2022
Card Dealer
San Pablo Lytton Casino
09.2014 - 02.2016