Choua Lee
Summary
Talented candidate with diverse abilities. Proven success in improving operations and solving problems. Highly proficient in building lasting relationships with key decision makers, customers and team members to further company goals. Good communication, multitasking and prioritization skills. Excellent leadership and problem-solving abilities. Highly organized and proactive. Dedicated to efficiency and reliability in personal work and collaborative projects. Expert team leadership, planning and organizational skills built during successful career. Ready to leverage training and experience to take on new professional challenges.
Overview
18
18
years of professional experience
Work History
Office Lead/Dispatcher
Anderson Heating
10.2018 - Current
- Provided administrative office support such as but not limited to: call management, supply inventory management, filing, data entry, account management, billing and payments, warranty management and Tier 1 tech support
- Directed dispatching, routing, and tracking of fleet vehicles.
- Implemented scheduling optimization strategies that maximized resource utilization while minimizing operational costs.
- Served as a liaison between drivers, clients, and internal teams to resolve issues or concerns quickly and effectively.
- Collaborated with management to develop strategic plans for growth and expansion within the company's geographic area.
- Enhanced communication between field personnel and the dispatch team by establishing clear protocols and utilizing effective communication tools.
- Organized regular team meetings aimed at fostering collaboration, open communication channels among colleagues, sharing best practices, addressing challenges faced by the department.
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
- Tracked and reviewed charts, graphs, schedules and other statistics to maximize on-time performance, minimize customer wait times and service disruptions.
Insurance Representative
Juan Cervantes State Farm Agency
05.2018 - 10.2018
- Participated in ongoing professional development courses to maintain current knowledge of insurance products and regulations, enhancing overall expertise as a representative.
- Developed strong relationships with clients through proactive communication and follow-ups, fostering trust and long-term business partnerships.
- Conducted prospective client interviews to assess needs, policy requirements and financial resources for best plan options for individuals.
- Generated leads through cold-calling, networking and other outreach methods.
A Level Solutions Manager
Verizon Wireless
05.2016 - 05.2018
- Met and exceeded store, team, company and guest experience KPI targets
- Location placed 1st at the district level and 5th place at the national level
- Implemented continuous improvement initiatives to enhance overall team efficiency and effectiveness.
- Provided comprehensive training and mentorship to team members that resulted in improved performance and skill development.
- Reduced operational costs by identifying areas of inefficiency and implementing cost-saving measures where appropriate.
B Level Solutions Manager
Verizon Wireless
10.2015 - 05.2016
- Met and exceeded store, team, company and guest experience KPI targets.
- Location went from 6th place at district level to 2nd place.
- This led to a promotion into an A level store.
- Analyzed data trends to inform decision-making processes, guiding the development of informed strategies.
- Streamlined internal processes by identifying inefficiencies and implementing improvements for increased productivity.
- Championed the adoption of industry best practices within the organization, elevating overall performance standards.
- Provided comprehensive training to team members, resulting in improved performance and skill development.
Experience Specialist
Verizon Wireless
08.2013 - 09.2015
- Participated in company's Future Leaders Program for leadership development which led to a promotion upon program graduation.
- Had the opportunity to fill in as interim Solutions Manager role at several store locations and received Recognizing You Award for going above and beyond to help assist in stores across my district.
- Nominated as Employee of the Month for willingness to go above and beyond to help peers, management and customers alike.
- Established a new in-store New Hire Onboarding program and brochure that is utilized in Verizon Wireless stores in the Carolinas.
- Assisted with coaching and developing peers to help them achieve and meet commission targets.
- Facilitated Wireless Workshops to educate customers on product knowledge.
Retail Customer Support
Verizon Wireless
11.2012 - 07.2013
- Met and exceeded Customer Support sales targets and guest experience
- Recruited by District Manager to help launch new smart store in Maplewood as Experience Specialist
- Increased customer satisfaction by providing exceptional service and addressing inquiries promptly.
- Solved problems with products and services by providing customers with technical support.
Retail Sales Representative
Verizon Wireless
06.2009 - 10.2012
- Maintained awareness of competitors'' offerings to provide informed comparisons when assisting customers with purchase decisions.
- Boosted customer satisfaction by providing exceptional product knowledge and personalized recommendations.
- Conducted product demonstrations to highlight features and redirect objections to positive aspects.
- Developed professional relationships with customers to increase loyalty, retention and rapport.
- Demonstrated adaptability by quickly mastering new products, promotions, and retail systems as they were introduced.
Retail Sales Representative
Verizon Wireless
02.2009 - 06.2009
- Remained informed and updated on current promotions and sales, security protocols, exchange policies and payment policies.
- Collaborated with team members to achieve collective sales goals and deliver outstanding customer service experiences.
- Participated in regular inventory audits to maintain accurate stock levels and prevent merchandising discrepancies.
Retail Customer Support
Verizon Wireless
08.2008 - 02.2009
- Worked to meet and exceed KPI targets for specific product promotions.
- Improved sales performance by actively promoting products and engaging customers in informative conversations.
- Participated in visual merchandising efforts to create attractive displays and stimulate buyer interest.
- Increased customer satisfaction by providing exceptional service and addressing inquiries promptly.
- Handled billing and payment issues following guidelines, resolving disputes properly.
Keyholder/Customer Service Rep
Kohl's
09.2006 - 07.2008
- Oversaw store operations by counting cash drawers, providing research and discrepancies reconciliation, managed guest service counter, call management, clerical duties and cross-trained in Customer Service Representative and Cashier roles.
- Managed cash register operations accurately, balancing daily transactions and making bank deposits as needed.
- Implemented a new and more effective research method for locating cash discrepancies.
Trainer
Boston Scientific
06.2006 - 09.2006
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Conducted comprehensive needs assessments to identify gaps in knowledge and skills, informing future program development.
- Trained and mentored new personnel hired to fulfill various roles.
Inspection Specialist
Boston Scientific
03.2006 - 06.2006
- Monitored product quality at all stages of production process.
- Examined products for imperfections and defects.
- Ensured compliance with industry standards through meticulous attention to detail during inspections.
- Provided expert guidance to junior team members, fostering a culture of continuous learning and improvement within the department.
Medical Assembly
Boston Scientific
12.2005 - 03.2006
- Maintained a clean and organized workspace, adhering to strict sterilization procedures for optimal safety.
- Contributed to a reduction in product defects through meticulous attention to detail during the assembly process.
- Assisted in the training of new employees on proper assembly techniques, fostering a supportive work atmosphere.
Education
No Degree - Business Administration And Management
Metropolitan State University
Saint Paul, MNHigh School Diploma -
Simley Senior High School
Inver Grove Heights, MN06.2002
Skills
- Customer Service
- Microsoft Office
- 55 wpm Typing Speed
- Technical aptitude
- Training and Development
- Effective Communications
- Analytical and Critical Thinking
- Dispatch Coordination
- Account Management
Extracurricular Activities
MN COMPASS, Minneapolis, MN, Served as volunteer, 2015
SECOND HARVEST HEARTLAND WEST, Golden Valley, MN, 2016
Languages
English
Native or Bilingual
Hmong
Native or Bilingual
Timeline
Office Lead/Dispatcher
Anderson Heating
10.2018 - Current
Insurance Representative
Juan Cervantes State Farm Agency
05.2018 - 10.2018
A Level Solutions Manager
Verizon Wireless
05.2016 - 05.2018
B Level Solutions Manager
Verizon Wireless
10.2015 - 05.2016
Experience Specialist
Verizon Wireless
08.2013 - 09.2015
Retail Customer Support
Verizon Wireless
11.2012 - 07.2013
Retail Sales Representative
Verizon Wireless
06.2009 - 10.2012
Retail Sales Representative
Verizon Wireless
02.2009 - 06.2009
Retail Customer Support
Verizon Wireless
08.2008 - 02.2009
Keyholder/Customer Service Rep
Kohl's
09.2006 - 07.2008
Trainer
Boston Scientific
06.2006 - 09.2006
Inspection Specialist
Boston Scientific
03.2006 - 06.2006
Medical Assembly
Boston Scientific
12.2005 - 03.2006
No Degree - Business Administration And Management
Metropolitan State University
High School Diploma -
Simley Senior High School
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