Customer Service Support

KENNETH HAN

Los Angeles, CA 323-***-**** ********@*****.***

PROFESSIONAL SUMMARY

Experienced customer service lead and personal trainer with over 10 years of experience in person, telephone, and digital customer service. Exposure to customer relationship management (CRM) systems, and dealing with customer satisfaction metrics. Excited to transfer my proven skillset for rapid problem solving to drive a truly memorable customer service experience for your customers.

● Bilingual Korean & English

● Rapid Escalation Solutions

● Customer-centric retention Tactics

● Customer Support & Satisfaction

PROFESSIONAL EXPERIENCE

Customer Service Lead, Fortune Boxing Gym 06/20 –09/22

● Supervised a small team of 2 for resolving membership issues (account issues, troubleshooting for billing, refund transactions) via in person support and phone support.

● Audited and monitored performance of our customer interactions on phone calls and in person interactions to make sure it was implemented with empathy and in a timely manner.

● Quickly resolved issues escalated to management with the least amount of wait time for improved customer experience.

● Provided performance feedback to the team regarding problem solving, escalation rates, hold times, customer rapport, and in person communication behaviors.

● Innovated new systems for running a more efficient front and back end office for improving daily customer experience in mind.

● Cross-trained a new hire across multiple facets of running the gym from customer service, billing, POS systems, and all the way down to merchandising.

● Acted as a liaison for cross-functional business units during team training, and leadership meetings, with members from the C-Suite for improving QA for business processes, customer interactions, merchandise quality, and customer-centric sales processes for adding lifetime value to our customers. Personal Trainer, Fatboyshrink Boxing 05/18 – 09/22

● Coached my clients on how to solve big long term goals with small daily actions.

● Communicated complicated and sensitive subject matters in a simple manner with daily actionable steps.

● Always strived to deliver the truth with certainty and empathy all at the same time.

● Maintained thorough records and knowledge of clients’ progress from start to finish, analyzed weekly, and provided neutral feedback for how we could bridge the gap faster from point A to point B for increased customer satisfaction. Licensed Financial Specialist, Wachovia Corp/Securities 03/08- 11/08

● Successfully completed a comprehensive 6 month training course covering product knowledge, sales role-plays, licensing, relationship-building, and phone sales/customer service.

● Obtained my Series 6, Series 63, Life & Health License, and notary designation for the State of CA all on the 1st attempt.

● Converted the education and training into delivering exceptional customer service for small business owners in my local community.

EDUCATION

UC Riverside 06/05

Bachelors of Economics Administration, emphasis in Marketing

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