Kayley Nguyen
Houston,TX
Summary
Personable and dedicated Customer Service Representative with extensive experience in multiple industries. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Collision Motor Specialist
Houston, TX
12.2023 - 08.2024
- Set up and activated customer accounts.
- Educated customers on special pricing opportunities and company offerings.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Answered inbound calls, chats and emails to facilitate customer service.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Upheld quality control policies and procedures to increase customer satisfaction.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Made outbound calls to obtain account information.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Consulted with customers to resolve service and billing issues.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Mentored new employees on procedures and policies to maximize team performance.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Developed strong customer relationships to encourage repeat business.
Infant Nanny
Private Employeer
Sugar Land, TX
12.2022 - 04.2024
- Cooked nutritious meals to promote healthy diet and nutrition.
- Developed lasting, professional relationships with families by encouraging open communication and delivering positive feedback.
- Provided safe transportation to and from activities and events.
- Created nurturing, safe environments to promote emotional, social and intellectual growth.
- Engaged children with games and puzzles to promote mental development and enjoyment.
- Helped children discover enrichment activities to inspire imagination and creativity.
- Bathed and dressed babies, changed diapers and prepared bottles and feeding equipment.
- Participated in hands-on learning activities with children incorporating art.
- Encouraged safe, positive behavior by redirecting children to take positive action.
- Assisted children with completing homework and special assignments to improve academic performance.
- Minimized TV and mobile device time by engaging children with games and physical books.
- Followed routines to foster stability and structure in children's lives during parental absences.
- Aided with bathing, dressing, teeth brushing and diapering to promote healthy personal hygiene and good oral health.
- Tended to children's general needs while providing supervision for safety in day-to-day activities.
- Posted parents' contact information and first responder phone numbers in case of emergency situations.
- Monitored indoor and outdoor playtime by guiding activities while watching for dangers.
- Regulated children's schedules to balance rest, learning and play.
- Monitored children's behavior, health and well-being as well as physical, emotional and mental development.
- Interacted positively with children to promote mental and emotional development.
- Engaged children in age-appropriate activities to encourage intellectual and motor skills development.
Bartender/Server
Bombshells Restaurant And Bar
Houston, TX
05.2022 - 11.2022
- Mixed and served both alcoholic and non-alcoholic drinks for patrons by following standard recipes and procedures.
- Displayed and retained extensive knowledge of liquors, wines and entrees.
- Followed alcohol awareness procedures for preventing intoxication and dealing with intoxicated guests.
- Kept track of bar tabs and transferred open tabs to dining area for wait staff.
- Followed alcohol awareness procedures for preventing intoxication and handling intoxicated guests.
- Operated cash register and Point of Sale (POS) system for transactions and made proper change for cash transactions.
- Prepared cocktails from bar recipes and served wine, draft and bottled beer.
- Trained new bartenders on drink preparation and upselling techniques.
- Completed regular bar inventories and daily requisition sheets.
- Introduced bar staff to precision pouring and waste reduction tactics to lower liquor costs.
- Poured wine, beer and cocktails for patrons.
- Planned and coordinated special events to boost customer numbers and profits.
- Balanced daily registers and generated sales reports for management.
- Maintained knowledge of bar and menu options to prepare drinks and make food recommendations.
- Recommended food and drinks to patrons based on preference, pairings and special promotions.
- Collected and organized daily till totals and tips.
- Checked identification of guests to verify age requirements for alcohol purchase.
- Cleaned tables and chairs to prepare dining area for next customers.
- Presented menus to patrons to answer questions about offered items and make suitable recommendations.
- Checked with customers to determine satisfaction with meals, promptly taking action to correct problems.
- Completed cleaning duties by sweeping and mopping floors, vacuuming carpet and tidying up server stations.
- Addressed complaints to kitchen staff and served replacement items.
- Displayed enthusiasm and knowledge about restaurant's menu and products.
- Arranged place settings with clean tablecloths, napkins and tableware to prepare for incoming guests.
- Operated POS terminals to input orders, split bills and calculate totals.
- Communicated with hosts, bussers and kitchen staff to prepare for and serve customers.
- Greeted customers, answered questions and recommended specials to increase profits.
- Trained new employees on restaurant procedures and plating techniques.
- Developed rapport with guests and assisted in generating repeat business by providing exceptional customer service.
- Provided exceptional service to high volume of daily customers.
- Maintained polite and professional demeanor to patrons to encourage inquiries and order placements.
- Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.
- Took reservations and to-go orders to streamline process for both customer and restaurant.
- Informed customers of daily specials and signature menu items.
Sales Associate
Petland
Houston, TX
10.2021 - 01.2022
- Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
- Developed trusting relationships with customers by making personal connections.
- Used technology resources to assist customers in locating and selecting items.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Assisted teammates with sales-processing tasks to meet daily sales goals.
- Helped customers find specific products, answered questions and offered product advice.
- Engaged customers in friendly, professional dialogue to determine needs.
- Assessed customer needs to provide assistance and information on product features.
- Trained new team members in cash register operation, stock procedures and customer services.
- Adhered to company initiatives and achieved established goals.
- Tracked company inventories, moved excess stock and arranged products to improve sales.
- Worked with fellow sales team members to achieve group targets.
Shift Lead Manager
Crumbl Cookies
Bellaire, Texas
10.2020 - 03.2021
- Coordinated shift workers for inventory receiving, auditing and restocking.
- Taught staff upselling techniques to meet revenue targets.
- Reinforced rules to promote superior employee performance.
- Positioned skilled staff in key areas throughout shift to optimize department productivity.
- Documented receipts, employee hours and inventory movement.
- Enhanced operations and boosted productivity through employee training, coaching and assignments.
- Upheld company standards and compliance requirements for operations.
- Helped employees accomplish tasks during peak periods.
- Directed and led employees and team members on effective operations, methods and procedures.
- Reviewed financial statements to meet targets during shift.
- Coached employees on interactions with customers to drive exceptional service.
- Communicated with other shift managers to facilitate continuum of customer service.
- Managed daily cash intake by counting out registers and tabulating profits.
- Reported employee behavioral issues, losses and customer complaints to upper-level management.
- Delegated tasks to multiple employees while maintaining efficient workplace.
- Assigned tasks to employees and monitored productivity, performance and task completion.
- Read and interpreted work order specifications and information to plan, schedule and carry out jobs effectively.
- Enforced company policies, answered coworkers' questions and trained new personnel.
- Identified needs of customers promptly and efficiently.
- Evaluated and assessed personnel to identify potential candidates for promotion.
- Ordered equipment parts and repair services during equipment breakdown to avoid further delays.
Sterilization Technician
Midtown Dentistry
Houston, TX
06.2020 - 08.2020
- Prepared trays, instrument packs and surgical sets.
- Prepared order requests for replacement parts for instruments and additional equipment upon request of physicians.
- Gathered and prepared instruments and surgical supplies.
- Cleaned and sterilized instruments and equipment following policy procedures, industry standards and manufacturer instructions for use.
- Set proper temperature, pressure and parameters for steam machines to prepare for instrument cleaning.
- Distributed sterile and non-sterile supplies and medical equipment upon request or case cart requisition.
- Changed autoclave charts daily by dating and initialing each chart load.
- Packaged instruments into peel pouches and properly labeled pouches.
- Sorted incompatible sets of instruments, trays and medical equipment.
- Monitored biological and chemical wash solution to determine quality and consistency for decontamination of instruments and medical equipment.
- Sterilized dental equipment and examination rooms in accordance with infection control policies.
- Readied instruments for sterilization procedures and completed decontamination protocols.
- Inspected instruments for cleanliness, proper function and breakage by viewing instruments before assembly.
Tennis Camp Instructor
Jewish Community Center Of Greater Kansas City
Houston, TX
06.2018 - 08.2018
- Demonstrated techniques to players to teach new skills and reinforce tennis abilities.
- Organized schedule of individual and group instruction appointments and maintained detailed records of attendance and progress.
- Organized large groups of children with knowledgeable and safe approach to coordinate practices and matches.
- Maintained positive relationships with parents to encourage support for players and consistent practice.
- Communicated with parents and guardians to discuss student progress and programs.
- Assessed student skills and tendencies to identify places for improvement and skill level.
- Educated athletes in rules, strategies, sportsmanship and performance principles.
- Developed exercise regimens targeting individual athlete needs.
Education
High School Diploma -
The Post Oak School - Museum District
1010 Autrey Street, Houston, Tx 7700605-2020
Skills
- Call Management
- Data Entry
- Paperwork Processing
- Upselling and cross-selling
- Product Knowledge
- Data Collection
- Information Security
- Complaint resolution
- Consultative Sales
- Appointment Scheduling
- Inbound and Outbound Calling
- Account updating
- Project management abilities
- Shipping and receiving understanding
- Document Control
- Spreadsheets
- Customer consulting
- Research
- Customer Relationship Management (CRM)
- Process Optimization
- Promotional support
- Critical Thinking
- Problem-solving abilities
- Medical terminology knowledge
- Receiving support
- Quality Control
- Creative Problem Solving
- Sales expertise
- Warranty Service
- In-store support
- Delivery Scheduling
- Customer Relations
- Travel Planning
- Documentation
- Staff Training
- Microsoft PowerPoint
- System implementation
- Multi-Task Management
- Business development understanding
- Adaptive team player
- Lead Generation
- Tactful and diplomatic
- Active Listening
- Product Education
- Microsoft Excel
- Office equipment proficiency
- Typing proficiency
- Technical Support
- Conflict Resolution
- Credit card payment processing
- TABC Certification
- CPR Certification
Languages
English
Full Professional
Vietnamese
Native/ Bilingual
Timeline
Customer Service Representative
Collision Motor Specialist
12.2023 - 08.2024
Infant Nanny
Private Employeer
12.2022 - 04.2024
Bartender/Server
Bombshells Restaurant And Bar
05.2022 - 11.2022
Sales Associate
Petland
10.2021 - 01.2022
Shift Lead Manager
Crumbl Cookies
10.2020 - 03.2021
Sterilization Technician
Midtown Dentistry
06.2020 - 08.2020
Tennis Camp Instructor
Jewish Community Center Of Greater Kansas City
06.2018 - 08.2018
High School Diploma -
The Post Oak School - Museum District
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