JIE XIA TANG
San Francisco,CA
Summary
Adept in bilingual communication and interpersonal relations, I spearheaded customer service improvements at SINCERE-CARE MEDICAL SUPPLY, enhancing satisfaction ratings through rigorous training and efficient inquiry resolution. My discipline and detail-oriented approach, coupled with a talent for learning quickly, have consistently elevated team performance and service standards across roles.
Overview
13
13
years of professional experience
Work History
Customer Service Representative Team Lead
SINCERE-CARE MEDICAL SUPPLY
04.2021 - Current
- Maintained up-to-date knowledge about products and services offered by the company.
- Served as primary point of contact for all internal and external inquiries regarding the department's services.
- Encouraged open communication between team members about best practices for handling difficult customers.
- Coordinated closely with other departments to ensure customer inquiries were resolved quickly and efficiently.
- Monitored team performance metrics such as call wait times, average handle time and first call resolution rates.
- Analyzed customer feedback surveys to identify areas for improvement within the team.
- Trained newly hired Customer Service Representatives on company policies, procedures and protocols.
- Cross-trained staff members, resulting in increase in customer satisfaction ratings.
- Trained staff to provide excellent customer service to challenging customers.
- Monitored customer service team to assess knowledge, tone, and adherence to company policy.
Phone Operator
The Westin Hotel
Milbrea, CA
03.2019 - 10.2020
- Markdown arrival guest's requests.
- Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
- Express check-out for guests over the phone.
- Answered incoming calls and directed them to the appropriate department or individual.
- Responded promptly to inquiries from customers, management, and other departments within the organization.
- Greeted callers and identified their needs quickly and accurately.
Waitress
Oceanic Restaurant
San Mateo, CA
06.2012 - 03.2019
- Took orders for food and drinks and delivered them to guests.
- Maintained a clean work station by restocking supplies, wiping down counters.
- Processed payments accurately using cash registers or POS systems.
- Provided excellent customer service by addressing any complaints or concerns promptly.
- Assisted in seating guests at tables or booths.
- Assisted other wait staff members in times of heavy customer traffic.
- Organized take-out orders efficiently according to customer requests.
Education
High School GED Diploma -
Penn Foster Career School
Scranton, PA08-2024
Major - Child Development
City College of San Francisco
San Francisco, CA09.2010
Skills
- Excellent use of Chinese and English both oral and written
- Strong interpersonal communication skills
- Meet deadlines
- Be able to work in multiple duties
- Patient
- Quick learner
- Friendly and good attitude
- Self-starting
- Detail-oriented
- Discipline
- Team player
- Be able to work in long hours
- Be able to work with deadlines
Timeline
Customer Service Representative Team Lead
SINCERE-CARE MEDICAL SUPPLY
04.2021 - Current
Phone Operator
The Westin Hotel
03.2019 - 10.2020
Waitress
Oceanic Restaurant
06.2012 - 03.2019
High School GED Diploma -
Penn Foster Career School
Major - Child Development
City College of San Francisco
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