Customer Service Sales

Lily Wong

**** ***** ****** • Charlotte, NC ***** • 843-***-**** • ********@*****.***

SUMMARY OF QUALIFICATIONS

A self motivated professional with a combination of training and experience in Customer Service, Marketing, Technical Support, and Sales. Detail oriented, hard working and dedicated team player with the ability to independently problem solve as well as manage multiple tasks. Strong listening, oral, and written communication skills.

EDUCATION

BACHELOR OF SCIENCE: MARKETING, Clemson University, Clemson, South Carolina, May, 2004

• Asian Student Association • American Marketing Association

PROFESSIONAL EXPERIENCE

Wells Fargo, Aerotek Inc., Treasury Management Client Services, Charlotte, NC 10/ 2010 – Present

Technical Consultant

• Provide technical support and resolution of technical issues in a team oriented environment, including troubleshooting, handling customer inquiries, tracking orders, preventing fraudulent accounts, resetting passwords, and verifying customer account information.

• Assists internal and external customers with a variety of technical issues including: First time user registration, Information Reporting, Internet Explorer Script Errors, Resource Rules, Wires, and ACH payments.

• Administers password resets, security questions resets, RSA token registration, and pin resets.

• Assists customers to resolve technical issues by remotely accessing into their computers.

• Generate audit reports to review user login activity as requested by the customer.

• Responsible for managing customer based service level agreements which include collaborating with team members to resolve issues.

• Create and document tickets into a database application which includes a summary description of the navigation process used to resolve each call.

• Provide technical support to external customers who are migrating from Wachovia to Wells Fargo platform to ensure smooth transition for customers.

• Demonstrate ability to interact and cooperate with all company employees.

Stealth Components Inc., Charlotte, NC 3/ 2010 – 7/2010

Account Executive

• Coordinated telemarketing and marketing management in conducting market research to determine target markets for the key account and conveyed this information to the key account.

• Expanded sales territory by establishing potential clients through cold-calls worldwide.

• Increased sales by 47% in the first two months of employment by landing two big accounts.

• Processed incoming orders, coordinated shipments, and handled customer-related issues.

• Experienced in building a strong referral network through decision maker.

• Made recommendations to prospect and clients of the various solutions the company offers to their business issues.

Lily’s Accessories, Charleston, SC 6/ 2006 –10/2010

Purchaser

• Established vendor relationship negotiated buying terms with vendor

• Reduced inventory costs through controlled purchasing and inventory maintenance.

• Increased sales 30% by contracting with new vendors.

Iqor Inc, Charleston, SC 5/ 2005 – 1/2010

Senior Customer Service Representative

• Managed, coached, trained, and evaluated employees to promote positive change and success of the team; fostered a teamwork environment conducive to positive dialogue across the organization.

• Created and implemented a program to understand customer’s needs, issues, and requests to improve customer service as wells as ensure the effectiveness of customers’ needs. Accomplished end result to decrease the number of customer complaints.

• Marketed and sold products, managed customer accounts, negotiated, and documented services, managed pricing and billing, and obtained additional required information to sign customers up for DirecTV services.

• Negotiated to retain customers who plan to cancel services, probed for cancellation reasons, provided alternatives to meet the customers’ needs, offered additional services, and resolved customer service issues.

• Recipient of the “Excellence in Customer Service and Sales” award; promoted from junior to senior level position, awarded agent of the month, and received second place for agent of the year.

Joe’s Cuisine Chinese Restaurant, Charleston, SC 5/2004 – 5/2005

Assistant Manager

• Responsible for the daily marketing activities of the restaurant franchise; defined key marketing strategies, set business objectives, developed strategic creative marketing campaigns, and created brand positioning.

• Developed new marketing programs for consecutive increase in profits at selected locations.

• Increased traffic and revenue by establishing an aggressive sampling program.

• Created and implemented a coupon program to increase brand advertisement and traffic.

• Managed the day-to-day operations of the full-service restaurant; staff training, employee development, inventory control, created employee schedules, customer service, processed time cards and payroll, accounts payable, ensured timely service, cash handling, and responded to and resolved customer issues

TECHNICAL SKILLS

Applications: Proficient in Microsoft Office Communicator, Excel, PowerPoint, Outlook, and Word; Lotus Notes

Internal Applications: ACE, Commercial Electronic Office, Emerald, Go to Assist, Info Source, Rumba, Service View, ACH Management, ACH Payments, Wachovia Connection, and UAM

FOREIGN LANGUAGE SKILLS

• Speaks Cantonese and Mandarin Chinese

Lily Wong Page 2

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