Makara Sok
Keller,TX
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
Work History
Customer Service Specialist
Charles Schwab
Westlake, Texas
03.2022 - 07.2022
- Used consultative techniques to understand customer needs and make strategic referrals to business partners.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
Assistant General Manager
Goldfish Swim School
Carrollton, TX
09.2019 - 07.2021
- Mentored and motivated team members to achieve challenging business goals.
- Managed team schedule with eye for coverage needs and individual strengths.
- Built customer loyalty by devising promotions and products according to customer needs and budget.
- Cultivated performance-based culture based on individual accountability, goal attainment and team achievement.
- Taught staff strategies for completing work and smoothly carrying out senior management directives.
- Boosted yearly profits through process optimization and improved training.
- Managed over 20 employees on day-to-day basis
Operations Supervisor
De Anza Cupertino Aquatics
Cupertino, CA
02.2015 - 07.2019
- Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.
- Motivated and trained employees to maximize team productivity.
- Encouraged and promoted ideas aligned to business needs and benefits.
- Compiled training materials for new employees and tracked skill development.
- Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
- Collected customer feedback and made business adjustments to improve retention and satisfaction.
- Conducted root cause analysis in deficient areas to identify and resolve issues.
- Assisted customers with questions and problems to build brand loyalty and cultivate lasting business relationships.
- Led associate focus groups and meetings to obtain suggestions, address concerns or issues and foster positive relations among team members and management.
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
- Tracked company equipment, tools and technology to manage inventory.
- Managed internal operational standards and productivity targets.
- Managed over 60 employees on everyday basis.
Education
Associate of Arts - Sociology
De Anza College
Cupertion, CA 05.2015 - 05.2019
Skills
Microsoft Office
Certification
Lifeguarding/First Aid/CPR/AED
Timeline
Customer Service Specialist
Charles Schwab
03.2022 - 07.2022
Assistant General Manager
Goldfish Swim School
09.2019 - 07.2021
Associate of Arts - Sociology
De Anza College
05.2015 - 05.2019
Operations Supervisor
De Anza Cupertino Aquatics
02.2015 - 07.2019
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