Customer Service

Patty Liu 718-***-**** ***********@*****.***

Professional Summary

Friendly and results-driven customer service professional with 10+ years of experience. Expert in taking and entering orders, managing accounts and resolving complaints. Familiar with the processes of customer needs assessment, quality standards for services, and customer retention. Excellent communication and interpersonal skills. Efficiently work independently as well as collaboratively. Received 95% positive ratings at the previous place of work. Work Experience

IQ Food and Entertainment, Customer Experience Manager Feb ’18 – Present

Deliver outstanding customer service in fast-paced hospitality and retail environments, ensuring a positive and memorable experience for every guest.

Build strong relationships with clients, fostering loyalty and repeat business through attentive, personalized support.

Train and supervise front-line staff on best practices in customer service, communication, and conflict resolution.

Use feedback and data to enhance customer service strategies, optimize processes, and address recurring service pain points.

Developed and implemented social media engagement strategies to connect with customers and respond to inquiries in real-time.

Adapted quickly to unexpected challenges, maintaining a calm and solutions-oriented approach under pressure.

WNET - THIRTEEN, Customer Service Specialist Sept ’15 – Jan ‘18

Supported internal teams by managing service requests, order tracking, and resolution of delivery and invoicing issues.

Acted as a key liaison between departments to ensure timely, accurate fulfillment and excellent service quality.

Delivered clear communication across finance and logistics teams to meet client needs.

Guided staff through process updates and trained new team members on system workflows and service protocols.

Helped streamline vendor communications and reduce response times, improving service reliability and customer satisfaction.

PS Brand, LLC, Customer Service Associate Apr ’11 – August ‘13

Provided exceptional support to internal and external teams by ensuring timely, accurate order fulfillment and clear communication across departments.

Maintained accurate records of customer orders, service history, and follow-ups to ensure consistent and reliable service.

Identified service or product issues and collaborated with teams to improve quality and prevent recurrence.

Balanced customer expectations with operational capacity to deliver solutions aligned with business and client goals.

Calvin Klein Outerwear, Customer Service Associate Aug ’10 – Mar ‘11

Maintained and monitored customer orders, ensuring accurate processing and timely resolution of order discrepancies.

Communicated with internal teams and vendors to track shipments, confirm timelines, and manage customer expectations.

Approved invoices, ensuring accurate billing and follow-through on customer orders.

Provided responsive, solutions-oriented support to clients by identifying bottlenecks and recommending process improvements.

Skills

Proficient in MS Office

and Google Suite

Proficient in Workday,

AS400, A2000, Eclipse

Create marketing

campaigns

Photograph, film and edit

campaign videos and

presentations

Develop training materials

and programs

Conflict resolution

Time Management

Clear communication

Relationship building

Inventory management

Budgeting & Cost Control

Language

Conversational in

Mandarin

Education

Baruch College, NY

BBA, HR Management

Sept ‘05-Jun ‘10

SKF International, Customer Support, NY Aug ’08 – Sep ‘09

Created, implemented, followed-up, and expedited all business orders

Cooperated in project development meetings relating to client presentation of products and other marketing efforts

Assisted in issuing invoices to clients

Davis & Warshow, Inc., Customer Support, NY Jun ‘06 – Aug ‘08

Managed full-cycle procurement process, including vendor pricing revisions, inventory audits, and delivery tracking to support smooth operations

Reviewed all invoices for appropriate documentation and approval prior to payment

Paid vendors by monitoring discount opportunities; resolving purchase order, contract, invoice, or payment discrepancies

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