Christine Tran
Houston,TX
Summary
Self-motivated individual with over 22 years in customer service experience, recognized for multitasking numerous requests to handling direct and escalated customer requirements. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to a company's success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
21
21
years of professional experience
Work History
Appraisal Review Board Member
Harris Central Appraisal District
Houston, TX
12.2023 - Current
- Ensured compliance with legal and regulatory requirements to uphold the organization's integrity and public trust.
- Stayed abreast of trends and issues affecting organizational decisions.
Customer Care Supervisor - Call Center
Academy Sports & Outdoors
Katy, TX
11.2021 - 09.2023
- Monitored CSR performance, provided feedback, and conducted regular one-on-one meetings to ensure successful job performance.
- Provided guidance to CSRs on how to handle difficult customers or situations.
- Resolved escalated customer issues with empathy and professionalism while meeting company objectives.
- Analyzed customer feedback surveys and identified areas of improvement in the customer experience process.
- Trained new hires on policies and procedures related to customer service interactions.
- Managed a team of 10+ CSRs ensuring they followed departmental policies and procedures accurately.
- Drove customer escalations to resolution by engaging directly with clients.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Worked closely with Quality Assurance personnel to identify root causes of recurring problems.
Interpreter Supervisor - Call Center
Cyracom International
Houston, TX
01.2019 - 10.2021
- Assisted in the interpretation of medical documents, including patient records and discharge summaries.
- Performed consecutive interpretation during court hearings and legal proceedings.
- Facilitated communication between non-English speaking patients and healthcare providers.
- Evaluated content of audio recordings, transcripts, notes, reports or other material for accuracy.
- Participated in weekly team meetings with other interpreters to review cases and discuss best practices.
- Delivered real-time, accurate oral translations and interpretations for clients.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
Client Relationship Manager
Dodeals
Sugar Land, TX
12.2015 - 01.2019
- Developed and maintained relationships with clients to ensure customer satisfaction.
- Negotiated contracts with clients for various services.
- Resolved complex issues between customers and internal teams in a timely manner.
- Built customer confidence by actively listening to needs and concerns and providing appropriate solutions.
- Maintained long-term, profitable relationships with clients through problem solving, issue resolution and recommendation of new products and services.
- Established new and maintained existing client relationships by cultivating open and positive dialogue, delivering high-quality service and following up after sales close.
- Provided exemplary level of service to customers to extend relationships for future business opportunities.
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
- Coordinated with sales and marketing teams to align customer relationship strategies with business goals.
Store Manager
Dry Clean Planet
Houston, TX
05.2003 - 12.2015
- Conducted daily store operations, including opening and closing procedures and cash handling.
- Established customer service standards and monitored staff compliance.
- Resolved customer complaints in a timely manner.
- Ensured compliance with safety regulations and company policies.
- Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
- Managed inventory tracking and physical inventory counts to minimize loss.
- Enhanced customer satisfaction and store operations through relationship building and daily problem-solving.
- Identified operational issues and implemented appropriate process improvements to promote workplace safety and productivity.
Education
Robert E. Lee
Houston, TXSkills
- Handling Escalations
- Call Center Operations
- Decision-Making
- Workflow Management
- Complaint resolution
- Training, mentoring and coaching
- Quality Assurance
- One Call Resolution
- Skilled multi-tasker
- Microsoft Outlook, Word, and Excel
Languages
Vietnamese
Native/ Bilingual
References
References available upon request.
Timeline
Appraisal Review Board Member
Harris Central Appraisal District
12.2023 - Current
Customer Care Supervisor - Call Center
Academy Sports & Outdoors
11.2021 - 09.2023
Interpreter Supervisor - Call Center
Cyracom International
01.2019 - 10.2021
Client Relationship Manager
Dodeals
12.2015 - 01.2019
Store Manager
Dry Clean Planet
05.2003 - 12.2015
Robert E. Lee
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