Dae Cheryl Lim
Greenwood Village,CO
Summary
Accomplished Senior Account Manager with a proven track record of driving revenue growth and fostering long-term client relationships with an illustrious career spanning 14 years in the dynamic realm of customer service; seeking to leverage extensive experience and strategic acumen to deliver exceptional value and exceed targets both in customer service and sales in a dynamic environment
Overview
15
15
years of professional experience
Work History
General Manager
Panda Express
Highlands Ranch, CO
07.2024 - 10.2024
- Lead all aspects of people management, including hiring, training, coaching, and developing Associates.
- Ensure the safety of Guests and Associates through proper training and execution of food safety and restaurant safety standards.
- Oversee all guest experience components, including food quality, guest service, associate friendliness, and restaurant cleanliness, using proven systems and routines.
- Manage financial performance, focusing on sales growth, cost management, and profit growth.
SR. ACCOUNT MANAGER
SUTHERLAND GLOBAL SERVICES
08.2021 - 07.2024
- Extensive Experience: Possess a robust background in customer service and sales, expertly managing four distinct lines of business for diverse clients.
- Service Delivery Oversight: Ensure the seamless delivery of services, consistently meeting client expectations and fulfilling contractual obligations
- Client Relationship Management: Utilize superior communication and negotiation skills to build and sustain strong client relationships, acting as the primary point of contact.
- Strategic Account Planning: Develop and implement strategic account plans, leading to increased customer satisfaction, enhanced sales, and improved productivity and efficiency metrics.
- Performance Reviews: Conduct weekly and quarterly reviews with clients to present improvement initiatives and identify new opportunities.
- Financial Management: Integrate accurate accruals and invoices for clients.
- Stakeholder Collaboration: Collaborate closely with all stakeholders to ensure the effective implementation of ground-level actions.
ACCOUNT MANAGER
SUTHERLAND GLOBAL SERVICES
06.2019 - 08.2021
- Customer Service and Sales Expertise: Leveraged extensive experience in customer service and sales to manage multiple lines of business for various clients, ensuring exceptional service delivery.
- Program Launch and Expansion: Successfully launched a Sales and Care Program in 2019, expanding the headcount from 100 to 300 Full-Time Equivalents (FTEs).
- Service Level Agreement (SLA) Management: Ensured all contractual SLAs were met forthe program, providing updates for scopes of work revisions and managing additionalworkloads effectively.
- Performance Management: Regularly reviewed and revised team managers' scorecards to align goals with business objectives, ensuring consistent performance and goal achievement.
- Client Negotiations and Process Implementation: Discussed and negotiated new process updates, recruitment strategies, and other implementations with clients, ensuring smooth roll-outs.
- Focus Group Discussions: Conducted Focus Group Discussions to maintain a healthy work environment and drive performance across teams.
- Recruitment and Hiring: Conducted positions, ensuring the selection of top talent to meet business needs.
TEAM MANAGER
SUTHERLAND GLOBAL SERVICES
08.2016 - 06.2019
- Seasonal Ramp Oversight: Supervised the entire seasonal ramp process, from service delivery validation to training and operations, ensuring seamless execution and optimal performance.
- Performance Review: Regularly reviewed the performance of 7 Virtual Team Managers, providing guidance and support to maintain high standards.
- Direct Reporting: Reported directly to the Director, sharing project successes and Identifying opportunities for improvement.
- Mentorship and Coaching: Mentored and coached team members to boost productivity and achieve high performance levels, fostering a culture of continuous improvement.
- Team-Building Initiatives: Implemented team-building activities to enhance.
- Communication and collaboration among team members.
- Performance Tracking and Analysis: Tracked and analyzed team performance metrics. Identify trends, address challenges, and drive strategic improvements.
SUBJECT MATTER EXPERT/TRAINING POINT OF CONTACT
SUTHERLAND GLOBAL SERVICES
06.2014 - 08.2016
- Client Process Collaboration: Worked directly with the Account Manager to implement nclient process updates, ensuring alignment with business objectives.
- Training Design and Implementation: Designed and implemented product-specific training programs to enhance employee productivity.
- Product Knowledge Assurance: Ensured comprehensive understanding and proknowledge and features among employees.
- Supervision of Virtual Trainers: Supervised 10 Virtual Trainers during ramp season, ensuring all agents were well-prepared for production upon endorsement to Operations.
- Training Effectiveness Evaluation: Evaluated the effectiveness of training programs,providing constructive feedback to trainers and trainees for continuous improvement.
- Performance Improvement: Identify were adequately prepared for their roles, enhancing overall performance and productivity.
Consultant
Sutherland Global Services
03.2010 - 06.2014
- Customer Support: Handled both frontline and tier 2 calls to provide support via phone and email, efficiency resolving customer issues and concerns.
- Customer Information Management: Updated customer information and provided timely status updates on their orders, ensuring accurate records and customer satisfaction.
- Request Processing: Processed client requests following company protocols and guidelines, maintaining high standards of service delivery.
- Performance Targets: Consistently met performance targets for productivity and customer satisfaction, contributing to the overall success of the team and organization.
Education
Business Administration Major in Marketing Management -
University of Nueva Caceres
01.2022
Skills
- Performance Management
- People Management
- Team Management
- Leadership Development
- Customer Experience
- Sales Performance Management
- Strategic Planning
- Training and Development
- Coaching and Mentoring
- Operations Oversight
- Schedule Management
- Leadership
- Budgeting and cost control
- Training and coaching
- Performance Improvement
References
- Ritesh Balan, +63-998-969-0140
- Dinesh Kumar, +63-998-969-0608
- Maribel Stevenson, +63-917-890-1803
- Trish Villanueva, +63-966-978-7890
- Andrea Smith, +1-251-709-3216
- Timothy Vo, +1-901-206-6564
- Alicia Graham, +1-512-422-1212
- Karen Klar, +1-303-922-0270
- Brandon King, +1-210-414-6514
Personal Information
Date of Birth: 03/21/90
Timeline
General Manager
Panda Express
07.2024 - 10.2024
SR. ACCOUNT MANAGER
SUTHERLAND GLOBAL SERVICES
08.2021 - 07.2024
ACCOUNT MANAGER
SUTHERLAND GLOBAL SERVICES
06.2019 - 08.2021
TEAM MANAGER
SUTHERLAND GLOBAL SERVICES
08.2016 - 06.2019
SUBJECT MATTER EXPERT/TRAINING POINT OF CONTACT
SUTHERLAND GLOBAL SERVICES
06.2014 - 08.2016
Consultant
Sutherland Global Services
03.2010 - 06.2014
Business Administration Major in Marketing Management -
University of Nueva Caceres
Similar Profiles
Maria EscuetaMaria Escueta
License Operations Coach/License Program Manager at Panda Restaurant Group, Inc., Panda ExpressLicense Operations Coach/License Program Manager at Panda Restaurant Group, Inc., Panda Express
Ariana DiazAriana Diaz
Counter Helper at Panda Restaurant Group, Inc., Panda ExpressCounter Helper at Panda Restaurant Group, Inc., Panda Express
Carl Erick TipdasCarl Erick Tipdas
Kitchen Help at Panda Restaurant Group, Inc., Panda ExpressKitchen Help at Panda Restaurant Group, Inc., Panda Express
Rudy AlfonsoRudy Alfonso
General Manager at Panda Restaurant Group, Inc., Panda ExpressGeneral Manager at Panda Restaurant Group, Inc., Panda Express
MATTHEW HEYMANMATTHEW HEYMAN
Associate Banker at BMO Harris BankAssociate Banker at BMO Harris Bank