Linna Chan
Coqutilam ,BC
Summary
Proven track record in enhancing customer satisfaction and streamlining operations in Customer Service as well leveraging CRM and ERP systems expertise and exceptional problem-solving skills. Demonstrated adaptability and teamwork, significantly improving client relationships and operational efficiency.
Overview
16
16
years of professional experience
Work History
Customer Service and Major Account Representative
Louis Garneau Sports
02.2022 - 09.2024
- Responsible for all Brands Louis Garneau, SUGOI and SOMBRIO
- Responsible Major Accounts (FGL, MEC, Sporting life, Altitude Sports and SAIL)
- Covering Canada ( BC, AB, MB, ON) and USA (CA, LV and AZ)
- EDI - process order, upload the ASN and invoice.
- Provide integrated Master Data file for LG and SUGOI
- Working closely with Sale Reps and Retailers / buyers
- Utilized B2B (Nu Order ) and ERP ( Business Dynamics) system in processing orders, returns and warranties.
- Respond to customer inquiries and provided solutions over phone.
- Created users account for new customer in Nu Order and setup account in Business Dynamics
- Enhanced customer satisfaction by promptly resolving issues and addressing concerns.
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
Customer Service Representative and Office Admin
IMPACT Branding & Design
02.2019 - 02.2022
- Developed and implemented policies, procedures and process improvement initiatives to improve retention rates
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Data Entry orders in SaleForce and GP for direct consumers and Sale Rep's include process order for walk in customer.
- Process refunds ( Returns and Warranty), adjustment and order edits request
- E-Commerce processing and input of any changes or error on website
- Handle all Rentals, Parts and replacement calls and inquiries
Sale Support, Key Account Co-Ordinator
Ryders Eyewear
04.2016 - 06.2018
- Implemented effective training programs for new staff hires including new Sale Rep, ensuring seamless integration into the sales support team.
- Developed and maintained strong relationships with clients to ensure long-term revenue growth.
- Enhanced sales team performance by providing timely and efficient support in handling customer inquiries.
- Provided leadership, guidance and direction to sales team members, offering assistance with any need at any time.
- Maintained up-to-date knowledge of products and services offered to customers.
- Served as a liaison between the sales team and other departments, facilitating smooth communication and collaboration on cross-functional projects.
- Ensured timely response to client inquiries by maintaining open lines of communication through email correspondence or phone calls.
- Escalated issues to appropriate channels as necessary.
- Data Entry order in GP ERP system, and report of stock situations E-Comm, Retailers and Key Account
- Process refunds ( Return and Warranty), adjustments and order edit as requested
- Email monthly Sale Reports of North America and International Sale Rep's
Senior Inline Customer Service Representative
SUGOI Performance Apparel
05.2008 - 11.2015
- Responsible Retailer accounts and regional Sale Rep between 10 to 15 in BC, AB, NWT, West Coast to Mid Western Central including Alaska and Hawaii in USA
- Attend Events promoting the SUGOI Brand
- Trained new staff
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted Retailer in navigating B2B and website
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Managed timely and effective replacement of damaged or missing products.
Education
No Degree - Business English
Vancouver Community College
Vancouver, BC2013
High School Diploma -
Vancouver Technical Secondary School
Vancouver, BC06.1993
Skills
- CRM and ERP (Great Plain, Saleforce and Business Dynamic)
- E-Commerce ( Woo-Commerce and Shopify)
- EDI ( True Commerce and SPS Commerce)
- Attention to Detail and Problem-Solving
- Teamwork and Collaboration
- Excellent Communication
- Adaptability and Flexibility
- Customer Engagement
Languages
English
Full Professional
Chinese (Cantonese)
Native or Bilingual
Timeline
Customer Service and Major Account Representative
Louis Garneau Sports
02.2022 - 09.2024
Customer Service Representative and Office Admin
IMPACT Branding & Design
02.2019 - 02.2022
Sale Support, Key Account Co-Ordinator
Ryders Eyewear
04.2016 - 06.2018
Senior Inline Customer Service Representative
SUGOI Performance Apparel
05.2008 - 11.2015
No Degree - Business English
Vancouver Community College
High School Diploma -
Vancouver Technical Secondary School
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