Customer Service Human Resource

Jonathan Trang

760-***-**** / San Marcos, CA

**********@*****.***

Objective:

To leverage my 3+ years of client relationship expertise and training and development expertise into an Human Resource Assistant position

Education/Achievements:

University of California, San Diego Extension In Progress

Human Resource Management Professional Certificate

Talent Acquisition Specialty Certificate

Relevant Coursework: Performance Management, Training and Development, Fundamentals of Employee Benefits, Talent Acquisition

University of California, Davis – Bachelor of Arts in History September 2011

University of St. Andrews, United Kingdom Sept. 2009 – June 2010

University of California Study Abroad Program, focus on Modern European History

Employment History:

ResMed: Customer Service Representative Aug 2017- Present

Provided outstanding and expert service regarding home medical equipment

Assisted external customers and internal sales reps regarding service questions, create data reports and assist with project management in a B2B environment

Proficient user of Oracle and Salesforce tools

FieldsChina – Senior Coach of Customer Service Team June 2014 – Sept. 2016

•Team leader for CS team in a Chinese internet start-up fresh grocery delivery service

•Conducted sales in a high call volume environment, handled 100+calls daily in effective and efficient manner

•Recognized by numerous customers for “a positive' can-do attitude” and for always striving to deliver “above and beyond service to create referrals and generate repeat business

•Assisted in the streamlining of how expatriate customer calls are handled

•Led one on one meetings and small group training courses to increase agent productivity (On a monthly basis reviewing case studies through use of PowerPoint presentations)

•Assisted the development of employee training manuals for English language agents

•Persuasive communicator, department point man for saving unhappy clients and closing deals

•Ability to analyze client needs and requirements during problem cases

•Responsible for managing English speaking CS agents (2-4agents per shift)

•Provided cultural awareness and sensitivity training for new Chinese agents

•Modified existing or developed email templates and phone scripts used by the team’s Chinese language agents

•Acted as liaison to ensure effective coordination between CS Team and Operations and Sales/Marketing Team to achieve company goals

•Noted as employee of the month Nov. 2015

FieldsChina – Customer Service Agent

Provided a high level of detailed and professional customer service via email and phone using Microsoft Office

Personally handled all escalated English language cases and issues

Created and conducted new customer surveys to provide insights, keep abreast of trends and stay ahead of market developments

Developed teambuilding programs and collaborative activities

Maintained required product stock records and complaint tracking logs using Excel spreadsheets

Provided administrative support to direct supervisor by compiling data on client feedback

Unitrans (Transit company entirely run and operated by UC Davis students)

-Bus Conductor Oct. 2008-June 2009

Collected bus fares and checked tickets and passes

Served on vintage 1960s era ex London Double-decker buses

Knowledge and personal:

Windows, MS Office including Excel, Word, Outlook and other Windows related application software.

Self starter, highly motivated and dependable.

Excellent communication (written & verbal) and interpersonal skills. Excellent team player,

Highly detail-oriented with a "can do" attitude.

HR Qualifications

Staff Recruitment

Employee Relations and Diversity Development

Training & Development

Performance Management

Organizational Development

Orientation & On-Boarding

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