Customer Service

Loren Yang

786-***-**** ***************@*****.*** www.linkedin.com/in/loren-yang

PROFESSIONAL SUMMARY:

Bilingual Customer Service & Sales Support Specialist with a strong background in hospitality, client relationship management, and digital marketing. Adept at resolving customer inquiries, managing sales pipelines, and supporting marketing initiatives. Proven ability to enhance customer satisfaction, foster loyalty, and drive retention in dynamic, multicultural environments. Known for proactive communication, multitasking, and delivering exceptional service across digital platforms.

CORE QUALIFICATIONS:

Customer Support CRM Systems Client Retention Inside Sales Hospitality Services Order Management Contract Negotiation Conflict Resolution Remote Communication Email & Chat Support Problem Solving Time Management Cross-functional Collaboration Social Media Marketing Multitasking Bilingual Communication Process Optimization Digital Tools Customer Satisfaction

WORK EXPERIENCE:

Red Foot USA LLC — Remote 10/2023-Present

Customer Service & Client Relations Manager

Manage end-to-end customer support including email, phone, and social media interactions, ensuring timely resolution and client satisfaction.

Cultivate and maintain long-term client relationships, both domestic and international, enhancing retention and loyalty.

Collaborate in operational and strategic decision-making for the family-owned business, contributing to service delivery improvements.

Represented the company at trade shows and client events, promoting brand visibility and engagement.

Assisted with logistics, follow-ups, and post-sale communications to streamline order fulfillment and customer experience.

PR Global Reservations, LLC (Palace Resorts) 10/2022-10/2023

Inside Sales Administrator

Delivered outstanding customer service to hospitality clients, exceeding satisfaction metrics across reservation processes.

Closed contracts and generated sales through proactive outreach, consistently meeting or exceeding sales targets.

Advised sales management with insights on market trends, barriers, and customer feedback, influencing sales strategy.

Supported digital marketing efforts and online lead generation through social media and email marketing tools.

Researched prospects, generated qualified leads, and nurtured them through CRM tools to strengthen pipeline efficiency.

EDUCATION:

Mariano Moreno Culinary Institute 2021

Associate of Applied Science Degree in Culinary Arts

GPA: 3.50

PROFESSIONAL DEVELOPMENT:

University System of Maryland — Online 2025

Digital Marketing Certificate

University of Edinburgh — Online 2024

Introduction to Marketing

SKILLS:

Fluent in Spanish and English.

Proficient in Zendesk for managing customer service tickets, tracking inquiries, and improving resolution times.

Experienced in using HubSpot for CRM management, lead nurturing, and sales pipeline tracking.

Skilled with Google Workspace (Docs, Sheets, Slides, Gmail, Drive) to collaborate and manage tasks efficiently in remote environments.

Competent in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) for document creation, reporting, and communication.

Adept in utilizing CRM platforms to maintain customer records, automate workflows, and support sales and service functions.

Familiar with Canva for designing engaging content for social media, emails, and digital campaigns.

Comfortable using Zoom for virtual meetings, client presentations, and internal communications.

Knowledgeable in social media tools (Instagram, Facebook, LinkedIn) to support engagement, content scheduling, and brand visibility.

Practical experience in email marketing tools to support promotional campaigns and customer outreach.

Use Slack for team collaboration, quick communication, and project updates in remote teams.

Organized with Trello for task management, deadline tracking, and cross-functional collaboration.

Efficient in managing calendars and appointments with Calendly, improving scheduling and client coordination.

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