Customer Service Representative

Pahoua Chue

**********@*****.*** • 559-***-**** • Brooklyn Park, MN

Summary: Experienced customer service representative with eight years of experience in administrative and supervisory roles. Currently completing a training program with Project for Pride in Living. Fluent in English and Hmong. Has a strong attention to detail and organizational processes. Has extensive lived and working experience in diverse populations and is passionate about applying current skills to a public sector role.

Skills: Hmong (fluent), Microsoft Office (Excel, Word), Organization, Customer Service, Data Entry, Database Management, Teamwork

PROFESSIONAL EXPERIENCE

Custody Operation Manager I

Computershare

Dec. 2022 – Dec. 2023

Minneapolis, MN

●Managed an average of 3,000 releases daily and oversaw departmental processes to meet service levels.

●Optimized staffing resources to ensure deadlines were met, effectively managing 7 team members.

●Conducted performance check-ins with employees and contractors via email, phone, and in-person to provide constructive feedback.

●Verified data entered in the tracking system to maintain accurate records of production and quality metrics.

●Established and enforced compliance with release processes and documentation standards.

Custody Work Director II

Computershare

Jul. 2021 – Dec. 2022

Minneapolis, MN

●Guided team activities by assigning tasks and providing coaching to a team of 12 to enhance performance.

●Trained new team members on file retrieval, processing tasks, and using company systems.

●Supervised team efforts to ensure compliance with deadlines and quality standards.

●Monitored workloads to guarantee efficiency, with 99% of tasks completed on time.

●Collaborated on cross-departmental projects to improve operational processes.

Custody Operations Specialist II

Wells Fargo

Jun. 2016 – Jul. 2021

Minneapolis, MN

●Assisted in task delegation, quality checks, and generating management reports.

●Verified file accuracy before release to ensure correct dispatch to customers, maintaining a 100% accuracy rate in file verification.

●Processed over 5,000 transactions weekly, ensuring timely processing and delivery to customers.

●Generated daily reports and maintained logs to track operational performance.

●Supported the processing of release requests from multiple agencies and customers.

EDUCATION & CERTIFICATIONS

Normandale Community College

Completing 10 Credits towards a certificate in human services

Oct. 2024 – Present

Relevant Coursework: Current Topics in Human Services, Interpersonal Communication, Information Technology, Introduction to Psychology

Human Services Pathway Program

Project for Pride in Living

Sep. 2024 – Present

Description: Completing training and coursework to prepare for work as Human Services Representative.

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