Customer Support Service

PROFILE

Detail-oriented administrator with **-years experience in customer service role. Skilled in analyzing information given and presenting personalized solutions to clients. Respectful to team members and clients. Fluent in Cantonese and Mandarin.

Key Strengths:

Bachelor’s degree in Economics

Media and Marketing Communications Certificate

Highly proficient in MS Office and Adobe Creative Suite

Proven goal-oriented multi-tasker

Dynamic thinker and decision maker

Patient, professional and resourceful

Valued team member and leader

Skilled at explaining to and following up with clients diligently

WORK EXPERIENCE

Assistant Manager (Full-time, Coast Appliances, Richmond, BC 2021 Jan. – Current

National appliance specialist with 17 locations across Canada

Oversaw company's web sales operation by fulfilling all online orders

Led a team of 10 customer service representatives to manage 15 retail branches' invoices

Responsible in the movement and allocation inventories across all warehouses to maximize efficiency

Resolved escalated customer situations which involved collecting information from agents, clients, delivery companies and third party installers

Evaluated documents such as delivery reports, email communications, and customer's photos to gain insight into unsuccessful deliveries

Provided performance coaching to agents and recommendations to leadership on improving processes

Customer Support Supervisor (Full-time), Trail Appliances, Richmond, BC 2020 Jan. – Dec.

Major appliance specialist with 15 locations across Western Canada

Supported a team of 7 customer support agents on overcoming inventory and delivery challenges

Led a specialized team of 5 agents to manage all the product exchanges and unsuccessful delivery follow ups

Handled social media complaints and coordinated with multiple parties to provide resolutions

Assisted upper management on implementing pre-covid preparations and return to office procedures

Notified customers of delivery cancellations due to company shutting down operations during covid

Provided client support during shut down and maintained business relations

Customer Support Administrator (Full-time), Trail Appliances, Richmond, BC 2017 June – 2020 Feb.

Excelled in a fast paced call centre environment and documented all communications in notes

Coordinated with supplier, sales, and deliver team to ensure orders are fulfilled accurately and timely

Provided assistance to clients on product or service related questions and resolved customer issues

Overcame challenges on supplier delays, defective and damage products to provide satisfactory service

WORK EXPERIENCE (Continued)

Senior Sales Representative, Best Buy Canada, Richmond, BC 2015 – 2017 Apr.

National specialty retailer of consumer electronics with locations across Canada

Promoted to Senior Sales Representative within 1 year after transferring from an Operation role

Trusted in performing floor manager tasks such as escalated situations and sales coaching

Led and assisted 10 associates to fulfill daily sales goals and operational tasks

Worked as Apple ambassador to learn latest product trends and share findings with other sales associates

Handled the sales of Chinese speaking clients and provided translation services

Operation Representative, Best Buy Canada, Richmond, BC 2012 Nov. – 2015

Elected as the Most Valuable Player twice in recognition of leadership and service

Worked as Hiring Coordinator and assisted in new employee training and orientation

Handled customer returns and exchanges during peak seasons with patience and efficiency

Managed the opening and closing of the store fulfilling operational reports and maintaining cash float

Campaign Fundraiser, Donorworx, Toronto, ON 2014 Sept.–2019 Aug.

Face-to-face fundraising company operating across Canada

Represented World Vision Canada and answered visitors’ inquiries on the organization

Creatively greeted and engaged visitors to participate in the fundraising program

Overcame reservations by getting to know the visitors personally and explain the impact they can bring

Maintained a positive atmosphere and encouraged communication in the face of rejections

Marketing and Customer Service Coordinator, Bonica Precision Inc., Richmond, BC 2006-2010

Company which manufactures and distributes underwater cameras in North America, Australia and Europe

Administered and reviewed quarterly department budgets, sales forecasts and inventory planning

Hired, supervised and supported a team of 7 outdoor sales representatives

Handled North American dealer and consumer accounts and provided services on product, delivery and trouble shooting

Designed advertising, promotional programs and product launching campaigns incorporating consumer information as well as research on competitor products and programs

Handled the planning and logistics for up to 10 annual industry and public trade shows

EDUCATION

Management Certificate: Media Techniques

and Marketing Communications

British Columbia Institute of Technology

2011

Bachelor’s degree in Economics

Simon Fraser University

2006

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