Customer Service Manager

Karen Chung

**********@*****.*** 646-***-**** Stamford, CT

SUMMARY

Experienced Customer Service Manager with 29 years in customer-focused roles, specializing in team leadership and performance enhancement. Proven track record in resolving customer complaints and implementing process improvements to boost service quality and productivity. Skilled in training, mentoring, and leveraging tools like Zendesk and Gladly to optimize customer interactions and satisfaction. Seeking Customer Service Manager role. WORK EXPERIENCE

Wine Enthusiast Valhalla, NY

Customer Service Manager Feb 2015 - Mar 2024

• Managed a team of customer service representatives, enhancing focus on teamwork and collaboration.

• Addressed and resolved customer complaints efficiently, implementing solutions to improve the overall customer experience.

• Mentored associates in performance strategies and customer service techniques, tailoring training to meet individual needs.

• Analyzed team performance and identified process inefficiencies, leading to improvements in productivity and service quality.

Accounts Receivable Representative Sep 2008 - Feb 2015

• Improved billing procedures, resulting in increased efficiency and reduced errors.

• Maintained comprehensive records to ensure audit compliance and facilitate prompt documentation retrieval.

• Reconciled accounts receivable ledgers, identified billing discrepancies, and processed various customer payments to uphold financial accuracy and revenue integrity. Customer Service Representative Mar 2001 - Aug 2008

• Expedited customer orders and ensured timely delivery, enhancing service efficiency and satisfaction.

• Processed shipping claims and managed order replacements, maintaining operational effectiveness.

• Facilitated communication between customers and the sales team, ensuring accurate inventory knowledge and prompt issue resolution.

Marconi Applied Technologies Elmsford, NY

Sales/Contract Administration Sep 1999 - Dec 2000

• Generated quotes, reports, and spreadsheets to enhance sales and contract administration efficiency, while maintaining accurate records of order statuses, shipping dates, and back-orders.

• Managed bookkeeping and inventory tasks to ensure financial accuracy and resource availability, while identifying risks in contract terms and proposing mitigation strategies to safeguard company interests. Sade Fashion Bronx, NY

Business Manager/Owner Jul 1994 - May 1998

• Managed a team of five, with responsibilities including hiring, training, and overseeing performance, while maintaining optimal inventory levels through strategic purchasing and pricing.

• Developed design concepts and collections in alignment with market trends and brand aesthetics, and sourced high-quality fabrics and materials from a diverse range of suppliers. EDUCATION

Westchester Community College

Associate in Applied Science, Computer Information Systems Valhalla, NY

May 2000

SKILLS

Microsoft Outlook • Word • Excel • Customer-Focused • Training and Mentoring • Zendesk • Gladly • Communication • Leadership • Reporting • CRM Software Proficiency

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