Customer Service Sales
Resume:
David Quan
Summary
Accomplished customer service and marketing manager with 25+ year’s experience. Strong strategic planning and people management skills.
Core Qualifications
Client Account Management
Inventory Control
Budget Development
Experienced in segmented marketing
Employee scheduling
Policy program development
Consistently met or exceeded goals
Data Entry
Cross functional team management, Staff development
Salary structure compensation analysis
BILINGUAL (SPANISH/English)
Excellent client consumer relations
Typing Speed (30-35 wpm)
Education
University of Houston, Houston, TX 1979
Psychology and sociology
Affiliations
Former member Board of Directors YMCA in Metropolitan Chicago
Former presenter and volunteer recruiter for Junior Achievement of Chicago
Professional Experience:
Public Partnerships, LLC, Dec 2016 - Feb 2017
Client/Customer Care Representative
New Client retention
Provided payment schedules for State Workers and Customers
Processed and resolved Customer issues and benefits with State programs
Reviewing data for deficiencies or errors, correcting any incompatibilities and checking output.
Prepare reports regarding State Worker and Customer concerns
Sears Holdings Corporation, Tempe, AZ May 2013- Sept 2016
Customer Care Network Bilingual Spanish/English
Responsible for customer complaints regarding malfunctioning appliances
Trouble shooting mechanical issues and resolving more than 25% over the phone
Phone operator, data entry, & customer service, handled several accounts of different companies & clients.
Scheduling Field Service Techs for repairs nationwide, Alaska, Hawaii and Puerto Rico
Sales of appliance protection agreements and Home Improvement Services
CALL volume varied between 75 – 120 calls per day.
Home Delivery & Installation Customer Care Network Bilingual Spanish/English
Worked directly with customers to resolve product delivery & Installations.
Contacted Vendors Corporate Market Managers to resolve delivery and installation issues.
Offline Delivery Team returns for Customer issues with product or service failures
CALL volume varied between 75 – 120 calls per day.
Third Party Delivery Support Customer Care Network BILINGUALSPANISH/English
Worked directly with Military Exchanges and Kmart Stores scheduling product delivery & Installations.
Contacted Vendors and Corporate Market Managers to resolve delivery and installation issues.
Offline scheduling of delivery team and installer returns to insure Customer Satisfaction with product/service issues.
Assisted with customer queries or concerns to insure satisfactory results.
CALL volume varied between 75 – 120 calls per day.
Fry’s Food and Drug, Phoenix, AZ Feb 20009 - Jul 2010
Cashier
Worked directly with customers to achieve excellent customer service satisfaction.
Processed cash, bank card and other types of payment for goods purchased.
Assisted with customer queries or concerns to insure satisfactory results.
Safeway, Phoenix, AZ Sept 2008 - Dec 2008
Cashier/Customer Service
Assisted with grand opening of new location.
Greeted new customers to insure complete ease of shopping experience.
Processed cash, bank card and other types of payment for goods purchased.
Assisted with customer queries or concerns to insure satisfactory results.
Bella’s Foods, Phoenix, AZ Jan 2007 - Sept 2008
Manager Client Fulfillment
Supervised a team of 8 associates in packing and shipping orders to institutional clients.
Coordinated with other departments to accurately fill institutional client orders.
Assisted other associates as needed to insure a strict scheduled preparation of orders for shipping.
SirQL8, Phoenix, AZ Jan 2005 - Dec 2007
Owner
Formulated, directed and coordinated distribution and marketing activities and policies to promote products and services, working with corporate clients.
Developed, implemented and managed a nationwide distribution program for a SPANISH language yellow page publisher.
Directed hiring, training, and performance evaluations of marketing and sales staff and oversaw daily activities.
Evaluated the financial aspects of product development such as budgets, expenditures, research and development appropriations and return-on-investment and profit-loss projections.
Developed pricing strategies balancing firm objectives and customer satisfaction.
Compiled lists describing products or service offerings.
Initiated market research studies and analyzed their findings.
Used sales forecasting or strategic planning to ensure the sale and profitability of products, lines, or services, analyzing business developments and monitoring market trends.
Coordinated and participated in promotional activities and trade shows, working with developers, advertisers and production managers, to market products or services.
Consulted with buying personnel to gain advice regarding the types of products or services expected to be in demand.
Managed fulfillment of events in segmented markets.
Coordinated company and client physical participation in multiple community based events.
Prensa Hispana, Chicago, IL Jan 2003 - Dec 2004
Director of Distribution
Identified, developed and evaluated marketing strategy, based on knowledge of establishment objectives, market characteristics and cost and markup factors.
Developed a segmented distribution program that resulted in a 250% increase in circulation while decreasing departmental expenses by approximately 25% by developing strategic corporate sponsorship programs.
Directed hiring, training and performance evaluations of marketing sales staff and oversaw their daily activities.
Evaluated the financial aspects of product development, such as budgets, expenditures, research and development appropriations and return-on-investment and profit-loss projections.
Developed pricing strategies balancing firm objectives and customer satisfaction.
Compiled lists describing product or service offerings.
Initiated market research studies and analyzed their findings.
Used sales forecasting and strategic planning to ensure the sales and profitability of product lines or services, analyzing business developments and monitoring market trends.
Coordinated and participated in promotional activities or trade shows working with developers, advertisers and production managers to market products or services.
Consulted with buying personnel to gain advice regarding the types of products and services expected to be in demand.
La Raza Publications, Chicago, IL Nov 1993 - Jan 2003
Director of Marketing and Events BILINGUALSPANISH/English
Developed a marketing strategy to increase circulation of newspaper from 20,000 to more than 220,000 copies weekly.
Formulated, directed and coordinated marketing activities and policies to promote products and services, working with corporate clients and community service organizations.
Identified, developed and evaluated marketing strategies based on knowledge of establishment objectives, market characteristics, and cost and markup factors.
Directed hiring, training and performance evaluations of marketing and sales staff and oversaw daily activities.
Evaluated the financial aspects of project development, such as budgets, expenditures, research and development appropriations and return-on-investment and profit-loss projections.
Developed pricing strategies, balancing firm objectives and customer satisfaction.
Initiated market research studies to analyze findings.
Used sales forecasting and strategic planning to ensure the sales and profitability of product lines or services, analyzing business developments and monitoring market trends.
Coordinated and participated in promotional activities or trade shows, working with developers, advertisers and corporate clients to market products or services.
Consulted with community service organizations to identify partnership opportunities with corporate clients.
Managed fulfillment of events in segmented markets.
Coordinated company and client physical participation in multiple community based events.
Candidate Contact Information
David Quan
421 E. Thunderbird Trail
Phoenix, AZ 85042
*************@*****.***
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