Chen Yang
Corona,CA
Summary
Results-driven After-Sales Junior Manager with extensive expertise in return and exchange management, defect analysis, and customer coordination. Proven ability to design and continuously improve after-sales policies that balance customer satisfaction with company interests. Successfully led the company’s Refurbish Program with over 85% utilization, enhancing both customer loyalty and inventory efficiency. Experienced in team leadership, cross-regional operations, warehouse inventory management, remote operations, and process optimization, with a track record of implementing cost-effective and customer-focused solutions.
Overview
5
5
years of professional experience
Work History
After-Sales Junior Manager
Happy Global
City of Industry, CA
07.2023 - Current
- Oversaw the full after-sales return and exchange process, strictly auditing defective products to ensure compliance with standards (e.g., malfunction, self-ignition, battery issues).
- Designed and continuously updated company-wide after-sales policies and procedures, balancing customer satisfaction with business interests.
- Conducted authenticity and version identification of returned products, effectively preventing counterfeit items from entering the system.
- Traveled quarterly to regional sites for on-site inspections, tailoring after-sales solutions to regional market needs.
- From Mar to Aug 2025, traveled monthly to the Texas warehouse (TX) to supervise staff and workflows, ensuring smooth operations.
- Supervised a team of three staff members, delegating tasks and providing guidance to improve efficiency and compliance.
- Created spreadsheets and standardized workflows, streamlining operations and reducing customer waiting time.
- Managed after-sales warehouse inventory, strategically allocating resources and implementing timely replenishment and redistribution.
- Utilized slow-moving e-cigarette flavors as replacement products for after-sales service, ensuring customer retention while reducing excess inventory.
- Collaborated with sales teams and customers to track popular vs. slow-selling flavors, integrating insights into after-sales strategies.
- Implemented remote operations with other departments, lowering labor costs in certain regions while maintaining service quality.
- Led the Refurbish Program (Project Owner): Designed and executed workflows covering materials, labor, and process execution, achieving consistent weekly output with an 85%+ utilization rate.
Intern
JD Logistics
Hubei, China
09.2020 - 04.2021
- Optimized customer support by establishing collaborative service environments and improving operational efficiency.
- Maintained and updated customer databases to ensure accuracy and accessibility.
- Analyzed operational and financial data, identifying improvement opportunities and providing actionable insights.
- Resolved customer issues proactively and enhanced overall satisfaction.
Education
Master of Science - Business Analytics
Trine University
08.2026
Bachelor of Arts - Media and Culture Studies
University of California, Riverside
06.2023
Skills
- After-Sales Management
- Customer Service
- Project Leadership
- Defect Data Analysis
- Feedback Systems
- Cross-Regional Coordination
- Team Training
- Warehouse Inventory Management
- Microsoft Office
- Google Docs
- Customer service
- Microsoft Excel
- Networking
- Communication
Languages
Chinese (Mandarin)
Native/ Bilingual
English
Limited
Timeline
After-Sales Junior Manager
Happy Global
07.2023 - Current
Intern
JD Logistics
09.2020 - 04.2021
Master of Science - Business Analytics
Trine University
Bachelor of Arts - Media and Culture Studies
University of California, Riverside
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