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Customer Service and Support Manager Resume Example

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CUSTOMER SERVICE AND SUPPORT MANAGER
Summary
Hardworking individual who has a profound interest in customer service with excellent interpersonal skills. Most importantly, customer service is all about enjoy working with people for people. 
Worked in Retail/Hospitality industry for over 10 years and able to communicate very effectively as team player and leader. 
Lived in Korea for 14 years and able to speak, read, write and type Korean like native ones. 
Always willing to learn and adapt into fast changing products, services and environments with positive attitude.  
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Skills
  • Reliable team player
  • Delivers exceptional customer service
  • Excellent multi-tasker
  • Fluent in Korean and English
  • Restaurant management 
  • Received certificate from AT&T Mobility for excellence in sales and service
  • Always desire to learn and have a positive attitude
  • Understand Korean government and corporate culture 
  • Able to understand and how to use various hardwares, softwares and networking
  • Excellent commutations skills with being independent
  • Proven commitment to ensure customer and company success with good employment history 
  • Neat, clean and professional appearance
Experience
Customer Service and Support Manager
January 2010 to December 2016 D&A Enterprise － Washington, DC

  • Answer incoming customer calls in a timely manner and take assignment of cases, complaints and compliments from others.  
  • Escalate unsolved cases as necessary.
  • Document all work as instructed and keep them safe. 
  • Organize special events to excite customers for special holidays. 
  • Strengthened company's business by leading implementation of competitive pricing and policy.
  • Trained, coached and monitored staff to ensure smooth adoption of new policy and program.
  • Worked directly with customers, management and government regulations in DC.
  • Handle audits and make sure everything adds up.
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  • Covered and checked staff's time clock and attendance.
  • Schedules meetings, conferences and work with customers using video conference programs such as Skype or Face Time using Tablets, PCs, and Smartphones.
  • Operated all the main computer equipments such as printer, Fax machines, telephones and routers.
  • Have a good knowledge from experience using in Mobile, Windows, Microsoft Office Suites, Micro POS, and Mac. 
  • Have a good knowledge of grammar, spelling, capitalizing, and identify errors and make corrections.
  • Always being first point of contact with customers and employees. 
  • Worked in handling invoice, shipping inquires from 3rd party vendors.
Retail Sales Consultant
October 2007 to July 2009 AT&T Mobility － Pikesville, MD
  • Answer incoming customer calls in a timely manner and take assignment of cases from others.
  • Offer empathy and solutions to every customers.
  • Resolve customer software or technical issues using available tools and resources. 
  • Worked in a flexible schedule including nights, weekends and holidays.
  • Oversee store displays and inventory.
  • Train new sales associates and help them get started.
  • Meet and exceed aggressive sales quota.
  • Greet Customers and present them with solutions.
  • Excite customers and use your passion for technology to generate sales.
  • Use company tools to keep up with latest technology in telecommunication.
  • Show hospitality and integrity in job to make sure customers can trust and understand the products and services. 
Wireless Expert
June 2006 to April 2008 Bestbuy － Laurel, MD
  • Partnered successfully with 3rd party vendors to produce great service and sales.
  • Strengthened company's business by leading sales in wireless companies.
  • Trained, coached and monitored new employees.
  • Organized and handled audit in the wireless department.
  • Helped implementing innovative programs with management to increase customer loyalty and reduce turnover.
  • Engaged in customer feedbacks with management on how we can improve their satisfaction.
  • Studied on how our staffs can ask for sale during interaction with customer.
  • Consumer service role including answering phones and trouble shooting issues and product availability with customers over the phone
Personal Banker
March 2017 to Current PNC － Elkridge, MD
Satisfy customers financial needs and help them succeed, financially
Focus on building lifelong relationships with customers and businesses
  • Document all files and shred confidential information
  • Resolve customer issues and answering questions with professional and courteous mind. 
  • Provide feedback and status reports regarding problem
  • Responsible for customer retention, sales and resales
  • Focus integrity on everyday of work
  • Effectively handle customer's complaints and charge disputes based on available tools and policies
  • Escalate situation if necessary with proper management 
  • Print and ATM cleaner maintenance (Require problem identification)
Education and Training
Associate of Arts : General Studies Howard Community College

General Studies

Expected to Graduate in 2017
10901 Little Patuxent Pkwy, Columbia, MD 21044
Accomplishments
  • Selected as number one Sales and Customer Service Consultant with AT&T in Washington/Baltimore Region
  • Experience using integration applications and trouble issues with clients's mobile and computer devices
  • Well organized and able to Multi-task and prioritize in a fast paced environment. 
  • Worked in Retail/Hospitality environment for over 10 years as service and sales. 
  • Able to Write, Read and Speak English/Korean very fluently like natives. Also able to speak Spanish in Level 1-2 skills. 
  • Understand Korean Culture and work environment. 
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Resume Overview

Companies Worked For:

  • D&A Enterprise
  • AT&T Mobility
  • Bestbuy
  • PNC

School Attended

  • Howard Community College

Job Titles Held:

  • Customer Service and Support Manager
  • Retail Sales Consultant
  • Wireless Expert
  • Personal Banker

Degrees

  • Associate of Arts : General Studies
    10901 Little Patuxent Pkwy, Columbia, MD 21044

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