Ken Tran
Chicago,Illinois
Summary
I have experience with both sales and customer service. I enjoy working with customers and identifying problems and working with them to provide solutions and resolution in a timely manner. I am capable of learning on the fly and retaining information for further use. Experienced with managing high-volume inbound calls and resolving customer issues. Utilizes effective communication and conflict resolution techniques to ensure customer satisfaction.
Overview
11
11
years of professional experience
Work History
Inbound Customer Service Representative
Canon USA
Itasca, IL
06.2023 - Current
- Resolved complex customer inquiries by utilizing product knowledge and troubleshooting techniques effectively.
- Documented customer interactions accurately to ensure seamless follow-up and service continuity.
- Coordinated with internal teams to address escalated issues, enhancing overall customer satisfaction levels.
- Ensured premium quality call experience by using active listening, repeating customers concerns and issues, and having an empathetic ear.
- Actively identifying issues with service calls and escalating to have them corrected
Assistant Manager
Huron Nails
Chicago, IL
06.2020 - 05.2023
- Managing day to day activities
- Cleaning up and organizing supplies for the day
- Greeting customers and handling appointments
- Allocating employee services
- Maximizing profit earned by accepting more higher earning services and reorganizing appointments to fit more services
- Maintaining a positive and happy environment
Inbound Technology Specialist
Barcodes Inc.
01.2019 - 08.2019
- Managed inbound calls and chat
- First point of contact and gatekeeper for some customers
- Provided general support and answers to basic questions
- Made sure to check if the account was owned or not so a course of action can be decided
- Depending on the scope and length of the inquiry, sometimes we were tasked with providing solutions or even recommendations
- Took detailed notes on the accounts of projects that were $10K and above.
- Ability to ask open ended questions and to gauge the seriousness of the inquiry.
- Try to find out more opportunities by crosss selling such as consumables or service contracts
Strategic Account Manager
Barcodes Inc.
04.2015 - 01.2019
- I was responsible for a book of business and managed it by being attentive, proactive, and empathetic to my clients.
- I was able to gain business and trust by providing value in the form of useful information and by proven examples that have worked.
- Due to the different verticals I worked with, most of the times I found cross selling into different categories the best method in making profit. But also, selling different categories allowed me to sell a whole solution to a client and thus provide more value.
- Adept at finding opportunities in accounts and finding potential value from them
- Great communication skills from taking to C level employees and gatekeepers
Education
BBA - Business Management
University of Illinois in Chicago
Chicago, IL01.2013
Skills
- Consulting
- Cross Selling
- Relationship Building
- Time Management
- Customer Service
- Experienced in Microsoft CRM, Netsuite, Oracle, and S21
Timeline
Inbound Customer Service Representative
Canon USA
06.2023 - Current
Assistant Manager
Huron Nails
06.2020 - 05.2023
Inbound Technology Specialist
Barcodes Inc.
01.2019 - 08.2019
Strategic Account Manager
Barcodes Inc.
04.2015 - 01.2019
BBA - Business Management
University of Illinois in Chicago