Eileen Olivan
Diamond Bar,CA
Summary
I’m a people‑focused leader who stays grounded in busy environments. My experience has helped me grow into someone who can guide teams, support customers, and navigate complex issues. I care about doing things the right way, communicating clearly, and creating positive experiences for the people I serve. I’m driven by growth and the opportunity to contribute to an organization that values its people and its community.
Overview
13
13
years of professional experience
Work History
Customer Service Team Lead
American Honda Finance
Cypress, CA
05.2021 - Current
- Serve as a subject‑matter expert for representatives, assisting with complex inquiries in our team chat and through emails.
- Manage supervisor call back requests by checking their account, listening to the call experience, and using policy direction to resolve the issue.
- Lead monthly call‑coaching sessions to review performance, reinforce best practices, and ensure my team feels supported and confident in their day‑to‑day work.
- Lead teams of 6–15 representatives, providing coaching, training, and performance feedback.
- Lead regular team meetings to check in on performance goals to keep us on track with department expectations.
- Weekly review of customer survey results to identify learning opportunities amongst my team.
- Complete bi‑weekly audits of the teams cases to ensure we are staying within compliance standards.
- Manage department queues and email inboxes.
- Resolve issues through active listening and open-ended questioning, escalating major problems to the manager.
- I’ve made lateral moves through Mid Collections, Late Collections, Recovery, and Customer Service, allowing me to adapt quickly and gain experience with different types of customer situations.
Customer Service Supervisor
Kittrich Corporation
Pomona, Ca
03.2019 - 05.2021
- Supervised daily operations, ensuring optimal customer service quality and team performance.
- Investigated escalated customer complaints and provided clear, accurate written and verbal responses.
- Developed OP's and delivered training programs that improved staff performance.
- Led regular team meetings, promoting a culture of feedback and continuous improvement among staff members.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Conducted monthly one‑on‑one coaching sessions to support employee development.
- Work closely with sales, warehouse, and vendor partners to resolve order issues and improve customer satisfaction.
- Partnered with outside vendors to align on needs to achieve desired results.
Customer Service Representative
Kittrich Corporation
Pomona, CA
01.2016 - 03.2019
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Processed 30–40 manual orders daily using CRM software, ensuring accuracy and timely fulfillment.
- Department trainer. Mentored new employees on product knowledge and service best practices.
- Mentored new employees on product knowledge and customer service best.
- High volume of Inbound and Outbound Calls.
- Oversaw High-valued Retail partnerships.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Consistently exceeded performance metrics and earned recognition as a top performer.
Customer Service Representative
Eurmax Canopy
El Monte, CA
01.2014 - 01.2016
- Handled high-volume inbound calls. 50-60 calls per day
- Responded to customer emails within required timeframes and maintained detailed documentation.
- Processed orders from Amazon, Costco, and company website, ensuring accuracy and timely delivery.
- Supported customers through the full order lifecycle, including custom canopy orders.
- Upsold and cross-sold products
- Built strong customer relationships.
Education
Associate of Science - Business Administration
Rio Hondo College
Whittier, CA05-2027
High School Diploma -
Rosemead High School
Rosemead, CA06-2012
Skills
- Customer relations
- Conflict resolution
- Performance Management
- Time Management
- Multitasking
- Accountability
- Reliability
- Communication
- Teamwork
- High-volume call management
- Empathy
Timeline
Customer Service Team Lead
American Honda Finance
05.2021 - Current
Customer Service Supervisor
Kittrich Corporation
03.2019 - 05.2021
Customer Service Representative
Kittrich Corporation
01.2016 - 03.2019
Customer Service Representative
Eurmax Canopy
01.2014 - 01.2016
Associate of Science - Business Administration
Rio Hondo College
High School Diploma -
Rosemead High School