Kosonh Silapheth
Summary
Dynamic professional with a proven track record in customer success, excelling in client relationship management and problem-solving to drive exceptional customer satisfaction. Strong emphasis on team collaboration ensures the delivery of impactful results aligned with organizational goals. Adaptability and reliability complement advanced communication and conflict resolution skills, fostering positive interactions and outcomes. Committed to enhancing the customer experience through strategic initiatives and proactive engagement.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Custodial Maintenance Worker
United States Postal Service, USPS
08.2024 - Current
- Enhanced facility cleanliness by performing regular custodial tasks such as sweeping, mopping, and dusting.
- Demonstrated versatility in maintaining various types of spaces, including offices, restrooms, common areas, and exterior grounds.
- Performs a variety of maintenance and repair duties such as, light carpentry, light mechanical, light electrical, light plumbing, and painting.
- Identified major repair needs and maintenance concerns, and escalated issues to management.
- Streamlined waste disposal processes, effectively managing recycling and trash removal.
- Assisted with setup and breakdown for special events, ensuring timely completion and smooth transitions between activities.
- Supported a positive public image for the facility by maintaining pristine grounds and exterior spaces, including walkways, parking lots, and entryways.
- Followed safety standards and established SOPs when handling, mixing and storing hazardous chemicals.
- Performed daily facility checklists for cleaning floors, wiping down glass entryways and collecting trash.
- Maintained inventory of cleaning supplies to avoid shortages, ensuring uninterrupted maintenance activities.
- Ensured proper usage of cleaning chemicals by following established guidelines and safety procedures.
- Maintained a safe environment for building occupants by promptly addressing spills, hazards, and other safety concerns.
Customer Service Representative (GS-0962-05)
Internal Revenue Service
05.2023 - 02.2024
- Use interviewing techniques to review individual circumstances and advise them on the most beneficial ways to meet their needs or to become compliant.
- Applying the correct methods and guidelines related to individual tax law to advise individuals of available options for meeting their tax obligations.
- Obtain sensitive, personal and financial information to ensure compliance with reporting and disclosure requirements related to the individual's records.
- Makes appropriate judgment and determinations concerning matters of reporting in which the individual understood their responsibilities and if errors in their records were honest mistakes or had fraudulent intent.
- Use interviewing techniques to analyze and evaluate information involving the research of records and information obtained by each individual inquiry in order to inform, advise, or resolve problems related to their circumstances.
- Explains what actions are necessary for the individual to achieve compliance regarding tax liabilities by referencing the tax code and precedents.
- Knowledge of reviewing technical information and updates to stay current and familiar with laws, regulations, and procedures.
Pro Account Expeditor - Contact Call Center
The Home Depot
06.2021 - 05.2023
- Support Pro National Accounts to expedite sales, complex quote requests, and communications through phone and written email interactions.
- Utilize tools like Salesforce to manage customer accounts, communicate, track and process sales, maintain customer portfolios, and work customer requests and cases.
- Serve as a contact to the Pro Outside sales team to better serve their customers that are assigned to our division.
- Onboard new customers and creating a streamline process for completing sales for these customers by using tools like Microsoft Word, Excel, PowerPoint, Outlook, and Teams.
- Conduct phone and virtual meetings with customers to resolve post sales issues and process quote or order requests.
- Negotiate with vendors and different sales teams to resolve issues related to customers' sales, purchase orders, material pricing, and accounts.
Pro Department Supervisor
The Home Depot
03.2017 - 06.2021
- Respond to daily requests from customers for quotes and product inquiries through email, phone inquiries, or in person interactions.
- Drive Pro Business and sales by supporting the company focus of providing excellent customer service and Find, Know, Grow Strategy.
- Applying credit application guidelines and using customer financial information to acquire credit accounts for new customers.
- Analyzing sales opportunities for customers and making sound decisions on how to manage their sales accounts.
- Interact and supervise associate interactions with customers to assess their needs, answer questions, and make purchase recommendations.
- Build relationships with customers to gain and grow repeat business based on assessments made on their company profile.
- Negotiate and partner with vendors, delivery companies, other stores, and project managers to ensure customers' needs are fulfilled and any sales issues are resolved.
- Review weekly scorecards with managers to assess any missed sales opportunities and create sales plans for upcoming weeks.
- Perform department operational and associate reviews to provide goals to improve yearly overall sales and profitability.
- Certified through Home Depot store training to operate Sit Down Forklift, Reach Truck, Order Picker, and Pallet Jack to prepare customer delivery orders and load flatbed delivery trucks.
- Supervise daily activity, sales interactions, and handling customer conflicts and problems at the Prodesk.
- Be a subject matter expert on different store systems and provide coaching and training to associates that are not familiar with Pro services and procedures.
- Negotiate pricing from different vendors and suppliers for construction material requests made through purchase orders from local community, non-profit, government, and educational organizations and customers.
Disaster Response Associate
The Home Depot
11.2012 - 03.2017
- Prospect in storm affected areas to gain business from contractors that were focused on storm related repairs.
- Served as liaison between these contractors and local stores to help expedite material needs for their job site.
- Analyze storm damage affected areas and provide recommendations on how to improve processes to efficiently provide support to businesses and customers that were affected by the disaster.
- Partner and negotiate with local community, non-profit, and government organizations to make sure emergency supplies and needs are on hand to help repair and rebuild.
- Create pricing bids and sales contracts for construction material needs for different business, government organization, and educational institutional customers.
- Work with local community, non-profit, government, and educational organizations to provide quotes and fulfill purchase order request for products needed for their projects.
Department Supervisor
The Home Depot
10.2007 - 11.2012
- Supervise and engage in daily face to face interaction with customers to recommend products and services to meet their project needs.
- Supervise daily work activities of associates in the kitchen/bath, appliances, lumber and kitchen design department.
- Train, develop, and engage associates to help meet sales goals and department standards.
- Establish game plans to improve specialty sales numbers for the store to meet goals.
- Operate Sit Down Forklift, Reach Truck, Order Picker, and Pallet Jack to retrieve product throughout the store and in overhead racking to merchandise and stock inventory throughout the store.
- Use, teach and train on store technical sales systems.
- Analyze weekly scorecards with managers to establish game plans to improve sales.
- Drive specialty sales in the windows and door department through telephone, face to face, and email interactions.
- Educate and recommend millwork products based on customer inquiries.
- Design and sell special order millwork products by using the store specialty design and sales system.
Technology Department Supervisor
Circuit City
10.2005 - 10.2007
- Supervise daily activities and customer interactions at the technology support desk.
- Provide support for troubleshooting and analyzing issues with customers' computers.
- Offer software and hardware suggestions that will help customers with their computer problems after diagnosis.
- Document diagnostics and any troubleshooting performed to fix customers computers.
- Install and configure software on customers computers to resolve system issues.
- Provide technical guidance and assistance over the phone to address customers' computer problems or technical questions.
- Install new hardware components and accompanying software to repair customers' computers.
- Suggest and sell new computer components based on the needs of the customer.
Education
Associate of Applied Science - Computer Science
Gwinnett Technical College
Lawrenceville, GA05-2026
Automotive Technology
Lincoln Technical Institute
Philadelphia, Pennsylvania05-2004
Skills
- Chemical handling
- Cleaning expertise
- Maintenance
- Sanitation practices
- Hand tools proficiency
- Groundskeeping
- Painting and plastering
- Minor mechanical repair
- HAZMAT training
- Inventory control
- Customer service
- Data entry
- Computer proficiency
- Microsoft Excel
- Call center operations
- Microsoft outlook
- Call management
- Documentation
- Microsoft Office Suite
- Product sales
- Consultative sales
- Report generation
- Lead generation
- SalesForce - CRM software experience
Certification
- PC Repair and Network Technician
- Data Center Fundamentals
- Comp TIA A+ Prep
Second Languages
Laos - Proficient in speaking and understanding the language.
Timeline
Custodial Maintenance Worker
United States Postal Service, USPS
08.2024 - Current
Customer Service Representative (GS-0962-05)
Internal Revenue Service
05.2023 - 02.2024
Pro Account Expeditor - Contact Call Center
The Home Depot
06.2021 - 05.2023
Pro Department Supervisor
The Home Depot
03.2017 - 06.2021
Disaster Response Associate
The Home Depot
11.2012 - 03.2017
Department Supervisor
The Home Depot
10.2007 - 11.2012
Technology Department Supervisor
Circuit City
10.2005 - 10.2007
Associate of Applied Science - Computer Science
Gwinnett Technical College
Automotive Technology
Lincoln Technical Institute
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