Rena Kroch
Huntington Beach
Summary
A position in a field where superb communication skills and pro-activity can help increase profitability
Professional with proven track record in customer service management. Skilled in team collaboration, conflict resolution, and relationship building. Strong focus on achieving results and adapting to changing needs. Exceptional communication, leadership, and problem-solving abilities.
Experienced with leading customer service teams to achieve high satisfaction rates. Utilizes strategic planning to streamline operations and enhance customer interactions. Track record of fostering team collaboration and resolving complex issues efficiently.
Overview
22
22
years of professional experience
Work History
Senior Customer Service Manager
O & S Marketing Solutions
Santa Ana, CA
03.2016 - Current
- Led customer service team to enhance client satisfaction and retention strategies.
- Developed training programs to improve staff performance and service quality.
- Implemented process improvements, reducing response time for customer inquiries.
- Analyzed customer feedback to identify trends and inform strategic decisions.
- Oversaw complaint resolution processes, maintaining high standards of service excellence.
- Managed cross-functional projects aimed at enhancing operational efficiency across departments.
- Mentored junior staff members to develop their skills, leading to higher performance levels.
- Streamlined workflow processes for improved team efficiency and increased productivity.
- Improved response times with efficient resource allocation, ensuring prompt support for all customers.
- Negotiated favorable contracts with vendors increasing profitability without compromising on service quality.
- Devised innovative problem-solving techniques to address unique client concerns swiftly.
- Reduced customer complaints by addressing concerns proactively and implementing effective solutions.
- Championed process improvements that resulted in operational efficiencies while maintaining strict adherence to company policies and procedures.
- Collaborated with cross-functional teams to implement new strategies and improve customer experience.
Concierge Service Representative
JFI Jet Center; KLGB
Long Beach, CA
10.2012 - Current
- Providing customer with professional service and assistance
- Radio and telephone communications as necessary
- Complete reservations requests, including: hotel, catering, hired and rental cars
- Process credit card transactions and order forms
- Process hangar, ramp and fuel transactions, create invoices and data entry
- Dispatch Responsibilities: Coordinate services between customers and line service personnel
Bartender/Server
Pacific Sails Yacht Club
Long Beach, CA
04.2012 - 02.2013
- Preparing and serving drinks to customers following the recipes set
- Operated registers and other verification machines
- Maintain liquor supplies and ordering them when needed
- Displayed courteous, friendly and professional demeanor in all interactions with guest, patrons and colleagues
- Upheld quality and brand standards of the company
Front Desk Agent/Event Coordinator
Balboa Inn the Resort
Balboa, CA
04.2012 - 10.2012
- Welcomed hotel guest
- Checked guest in and out in a professional manner
- Promptly resolved guest issues and fulfill requests
- Displayed courteous, friendly and professional demeanor in all interactions with guest, patrons and colleagues
- Uphold quality and brand standards of the company
- Coordinate dinner parties and special events for clients
Cart/Café Bartender
Recreational Golf Course9
Long Beach, CA
04.2010 - 03.2011
- Maintain quality standards of food and beverage service by preparing and presenting menu items according to company standards and supervisor’s direction
- Ensure clean and orderly workspace by adhering to public health codes, sanitation and safety policies
- Verify product stock and rotate as necessary, informing supervisor of item or equipment that needs to be ordered; may be responsible for ordering at supervisor’s discretion
- Complete approved opening duties at the beginning of each day
- Complete approved closing duties at the end of each day by organizing, cleaning and sanitizing workspace
Sales Associate Lead
Forever 21
Lakewood, CA
04.2009 - 03.2010
- Supervise sale staff in maintaining a professional environment.
- Ensure all staff meets and exceeds customer service.
- Sort and organize store inventory.
- Provided personal shopping experience to all stylist and guests.
Front Desk Supervisor
24 Hour Fitness
Long Beach, CA
12.2007 - 08.2009
- Interview, hire, train, and supervise front desk staff.
- Conducted front desk employee schedule.
- Direct retail sales and promotions.
- Monitor inventory control.
- Handled member’s complaints and assisted in resolving issues.
- Conduct POS training, auditing, and testing.
Player Development Coordinator/Events Coordinator
Morongo Casino Resort and Spa
Cabazon, CA
06.2005 - 08.2007
- Coordinator for Executive Casino Host with 4 Casino Host through out the casino.
- Work on joint efforts with other coordinators in assisting high profiled clients.
- Direct administrative responsibilities for all clients including events, dinning, and rooming.
- Answered all corresponding and routing incoming calls to appropriate management.
- Coordinate dinner parties and special events for clients. Maintained sensitive office files and data.
Administrative Assistant/Store Supervisor/Events Coordinator/Lead Hostess
N9ne Group
Palm Springs, CA
07.2004 - 06.2005
- Organize inventory and revenue. Responsible for recruitment and staffing.
- Worked as liaison between management and clients.
- Maintained personal records, conducted orientation for new hires.
- Client follow ups
- Assigned dinning room floor set up
Education
Associates degree -
Long Beach Community College
03-2026
Under Graduate Program - Behavioral Social Science, Marketing, Public relations
Riverside Community College
08-2008
Skills
- Proficient in Thai, Laos, and Khmer
- PC Windows 95/97/2000
- Microsoft Office, MAC OS, Open Table, ACSC, LMS, QuickBooks
- Complaint handling
- Call center management
- Sales support
- Service quality assurance
- Attention to detail
- Positive attitude
- Customer service
- Problem-solving
- Multitasking
- Reliability
Languages
English
Native or Bilingual
Thai
Full Professional
Laos
Full Professional
Khmer
Full Professional
Timeline
Senior Customer Service Manager
O & S Marketing Solutions
03.2016 - Current
Concierge Service Representative
JFI Jet Center; KLGB
10.2012 - Current
Bartender/Server
Pacific Sails Yacht Club
04.2012 - 02.2013
Front Desk Agent/Event Coordinator
Balboa Inn the Resort
04.2012 - 10.2012
Cart/Café Bartender
Recreational Golf Course9
04.2010 - 03.2011
Sales Associate Lead
Forever 21
04.2009 - 03.2010
Front Desk Supervisor
24 Hour Fitness
12.2007 - 08.2009
Player Development Coordinator/Events Coordinator
Morongo Casino Resort and Spa
06.2005 - 08.2007
Administrative Assistant/Store Supervisor/Events Coordinator/Lead Hostess
N9ne Group
07.2004 - 06.2005
Under Graduate Program - Behavioral Social Science, Marketing, Public relations
Riverside Community College
Associates degree -
Long Beach Community College