Customer Service Sales

Qi Lan Kuang (Lana) **** *st Ave apt *A New York, NY 10065

****.*****@*****.*** 646-***-****

Over 15 years of customer service experience. Dedicated to improving and providing excellent customer service. Responding and addressing issues in a responsible and efficient timely manner. Able to adapt to new work environments and situations.

Work Experience:

Zola New York, NY

Full Time Associate Dec 2018-Present

●Answer phone calls as well as reply to emails and voicemails

●Book appointment and event RSVPs through Square

●Work with Appointment clients as well as walk-ins, explaining all the wonderful benefits and features our company has to offer, from registries to websites and paper goods

●Maintain showroom displays, removing any unavailable products for order from the floor

●Receive deliveries, up date delivery log, and set up return pickups

●Help with maintaining store supplies, such as food for demos, office, and cleaning supplies

●Assist with events, set up, clean up, manage flow of floor

CB2 New York, NY

Full time Customer Service Rep Sept 2011-April 2018

●Answer phone calls: customer questions on products, store services, direct calls, reply to emails

●Act as liaison between customers and dispatch team informing parties of any delays or other issues

●Maintaining store’s cash reserve, ordering bills and coins weekly, setting up registers for the day

●Maintain store orders, update customers on delayed shipments, clear expired pick up orders, close out all picked up and set up deliveries.

●Sort through morning reports and hand out to appropriate parties

●Create Trade accounts, file tax exemptions forms, process gratis card requests, file completed reports

●Order product for store inventory, order supplies for office

Full time Sales/Night Manager

●Resolve customer issues on sales floor

●Approve returns and authorize furniture pick ups and exchanges taking place in customers’ homes

●Set up deliveries to customers’ homes, getting all required insurance paperwork required to make deliveries

●Assist Store Visual Merchant with floor-plan changes at the beginning of new season

●Assist customer service, cover phones when staff is low

●Train new sales staff on Point of Sale system, AS400 system, floor-plan designing program, Designer Trade account program, and credit card applications

Crate and Barrel New York, NY

Part Times Night Manager Nov 2003-August 2016

●Lead start of shift meetings and setting up all ipads for the sales day

●Manage sales floor, keep track of sales staff coverage, covering other managers on lunch break, ensuring items are being replenish in a timely fashion

●Help with customer returns, authorize credits for damaged or past return date items

Customer Service

●Answer incoming calls, in regard to questions on products and return policies

●Take customer orders over phone

●Verify Billing and Credit card information with credit card companies before putting charges through

●Setting up store and warehouse deliveries

●Setting up returns for customers or replacements for damaged or defective goods

Runner

●Processed all orders for customer service, store pick up, UPS shipments, and Courier deliveries

●File all completed orders paperwork

●Assemble replacement furniture to be sent out for customer service issues

●Adjust inventory discrepancies and fill out return to vendor forms to ensure inventory numbers were accurate

Education:

●School of Visual Art- Illustration 2003-2006

●Fiorello H LaGuardia High School- Art Graduate 1998-2002

Skills:

Phone etiquette

Strong verbal and written communication skills

Google Suite

Microsoft Suite

Able to operate fax, scanner, and copiers

Great time management

Work well under pressure

Work well with others

Strong organizational skills

Creative problem solving

Quick learning on the spot

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