HANNA KIM
Guttenberg,NJ
Summary
Offer15+ years in customer service, satisfaction and retention. Excellent at developing relations with customers and co-workers to provide seamless service. Proactive, fast learner; ability to adapt and excel in new situations and environments. Highly organized and proficient in time management. Possess strong team leadership skills while able to commit to team environment dynamics. Skilled at communicating effectively. Able to develop action plans to facilitate positive change and optimize performance.
Overview
8
8
years of professional experience
Work History
Client Success Manager
Shift4
09.2023 - Current
- Project management: provided the highest level of service and engagement with merchants, taking on new orders and seeing them through to installation after gathering detailed information and understanding the merchants needs.
- Independently oversaw and advocated for on average 50-80 merchants a month, being one of the highest producing CSM's
- Enhanced client satisfaction by proactively addressing concerns and providing tailored solutions, even after the onboarding phase to ensure proper followup
- Resolved escalated issues promptly by liaising with relevant departments while keeping affected clients informed throughout the resolution process.
- Learned and adapted to the everchanging SOPs to ensure the successful onboarding of a merchant
- Became the go to CSM my managers could turn to with higher profile cases
- Within two months of employment as a CSM, I became the go to for training the new hires to ensure that proper workflows and SOPS were being followed while sharing my work ethics to help build the team.
Financial Analyst I
Shift4
08.2022 - 09.2023
- Compose and analyze merchant billing on a monthly basis to produce reports for Senior Leadership
- Perform and analyze Daily QC s to ensure merchants are being billed properly
- Analyze and create reports for internal and external payouts
- Collaborate across departments to reflect accurate data
Administration/Accounting
CC Productions
01.2019 - 08.2022
- First point-of-contact for a POS Dealership covering the Tri-State Area for Positouch
- Answered and greeted all customers on a multi-line phone system, addressed concerns and assessed the next course of action to guarantee satisfaction
- Served as a multi-player to the company by addressing accounting issues and provided IT Support to customers to combat wait times and ensure immediate resolution
- Successfully advocated for customers on a daily basis resulting in retention of the accounts
- Invoiced, processed, and successfully coordinated orders to dispatch proficiently to maximize company time
- Responsible for all accounts receivables, utilizing Quickbooks and multiple payment platforms such as Stripe, Service Fusion, and BNG
- Served as a second hand to sales, onsite technicians, and project managers to ensure projects were installed seamlessly and supported onboarding operations
- Created, maintained, and analyzed multiple data bases to track and optimize billing, dispatches, and support call queues on a daily, monthly, and yearly basis
- Researched and recovered over $50,000 in undue payments from past erroneous billing during the first quarter of employment
- Single handedly took on massive projects to ensure company productivity such as consolidating and migrating over30+ years of CRM data and orchestrated the flow and launch of the new system
Weekend FOH Manager (Part Time)
Mezza
03.2021 - 04.2022
- Brought in to manage front of house operations during a post pandemic shortage in staff across the nation
- Single handedly coordinated and accommodated seating200+ covers a night with post pandemic restrictions and staff shortage, while successfully ensuring neither customers or employees were disgruntled
- Revamped, trained, and currently consult on FOH in operations, customer relations, and professional mannerisms
- Analyzed the FOH operations on a nightly basis, fulfilling any functional gaps as a server and food runner to enhance the dining experience
- Handled all complaints delicately and successfully to increase retention
- Constantly developed strategies and guides to maximize service and performance
Executive Assistant
Halle's Jewels
12.2016 - 11.2018
- Solely responsible for all administrative duties and made executive decisions without supervision
- Provided business support and served as a right hand in a competitive market
- Maintained all calendars, planned and scheduled all meetings, teleconferences, and travel
- Organized, entered, and filed all accounts receivables and payables
- Improved office efficiency by developing more productive filing system
- Self taught photography, photoshop, and lightroom to help brand and create marketing tools
- Executed the production of a new jewelry line from its design to its launch
- Ran point on prototyping, choosing manufacturers, creating marketing tools, and developing an inventory system
- Organized and co-created business website
- Provided personal assistance
Skills
- Client engagement
- Self Management
- Project management
- Customer service and support
- Customer satisfaction
- Client relationship management
- Account oversight
- Customer retention
ADDITIONAL INFORMATION
Professional References: Kristin Melanis - CSM Director (888) 276-2108 . Buzz Cmaylo - Regional Manager/Shift4 (201)954-6591 . Andrew Allen- CSM Lead (610) 596 - 4645
Timeline
Client Success Manager
Shift4
09.2023 - Current
Financial Analyst I
Shift4
08.2022 - 09.2023
Weekend FOH Manager (Part Time)
Mezza
03.2021 - 04.2022
Administration/Accounting
CC Productions
01.2019 - 08.2022
Executive Assistant
Halle's Jewels
12.2016 - 11.2018
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