Nallely Wang
Walnut,CA
Summary
Personable Customer Service Representative experienced in building relationships and establishing rapport with clients. Contributed to customer satisfaction and company success through proactive communication and teamwork. Demonstrated adaptability and a strong work ethic in a dynamic environment.
Overview
2
2
Languages
1
1
year of post-secondary education
13
13
years of professional experience
Work History
Data Entry
Jillson & Roberts Gift Wrappng
Santa Ana, CA
10.2023 - Current
- Executed data entry tasks using multiple software programs to ensure accuracy and efficiency.
- Performed data entry tasks related to property transactions for UPS
- Inputted sales orders accurately to customers' account.
- Performed data entry of confidential information into computer database.
- Identified and corrected data entry errors, ensuring accurate records.
- Resolved discrepancies during data entry process, enhancing data integrity.
- Organized and sorted source documents prior to data entry.
- Received incoming orders and processed them in the system to ensure accuracy.
Customer Service Representative
SMART Payment Plan®
Santa Ana, TX
05.2022 - 08.2023
- Answered SMART Payment Plan® customer inquiries about payment schedules and account status.
- Guided customers through enrollment, authorization, and plan maintenance.
- Explained SMART Payment Plan® options for ACH, card, and installment payments
- Processed payment plan changes using billing systems and customer records.
- Updated customer accounts with contact changes, payment notes, and service requests
- Escalated complex billing concerns to finance and support teams
- Performed data entry tasks associated with processing consumer loans.
- Troubleshot issues with data entry into the ERP system.
Caregiver
123 Home Care
Fullerton, California
07.2018 - 10.2019
- Motivated residents to engage in activities of daily living, fostering personal dignity and independence.
- Ensured clean living spaces and organized client supplies to promote a comfortable and safe environment.
- Created safe and positive living situations for clients by communicating with family and other staff about concerns or challenges.
- Maintained accurate records of services provided, changes in client condition, medications administered and other pertinent information.
- Provided in-home personal care for 123 Home Care clients.
- Supported medication reminders and scheduled home routines.
- Created a clean and organized environment to enhance client satisfaction and safety.
- Respected the rights of each individual client while maintaining confidentiality of all personal information.
Sales Associate
H&M Retail
Santa Ana, CA
04.2017 - 10.2019
- Greeted customers and assisted in locating requested items, enhancing customer satisfaction and loyalty.
- Greeted shoppers and provided product guidance on sales floor
- Processed purchases and returns through point-of-sale system
- Replenished merchandise and maintained organized store displays
- Handled cash drawer and balanced register transactions
- Explained product features and promoted store offerings
- Helped customers by answering questions and locating merchandise.
- Demonstrated knowledge of store products and services.
Caregiver
Atria Senior Living
Irvine, California
02.2017 - 10.2018
- Improved patient outlook and daily living through compassionate care.
- Provided companionship for elderly clients by engaging in conversation and participating in recreational activities.
- Encouraged residents to participate in activities of daily living to enhance personal dignity.
- Created safe and positive living situations for clients by communicating with family and other staff about concerns or challenges.
- Accompanied clients to social events such as movies or plays.
- Ensured compliance with all applicable laws, regulations and standards governing home health care services.
- Built strong and trusting rapport with clients and loved ones.
Customer Service Representative
Global Cash Card
Irvine, California
03.2014 - 09.2016
- Resolved customer complaints quickly and efficiently.
- Maintained a high level of customer satisfaction by providing accurate and helpful responses.
- Resolved inbound customer inquiries across phone, email, and chat channels.
- Answered incoming calls promptly and professionally within company standards.
- Managed high-volume of inbound and outbound customer calls.
- Investigated billing issues and explained account details to customers.
- Documented service cases in CRM systems with clear, accurate notes.
- Developed strategies for handling difficult customers effectively while maintaining professionalism.
- Provided technical support over the phone when needed.
- Maintained strong call control and quickly worked through scripts to address problems.
- Identified opportunities to improve customer service processes and procedures.
- Returned customer calls in established turnaround time to meet company objectives.
Education
Fullerton College
Fullerton, CA 08.2015 - 08.2016
Magnolia High School
Anaheim, CASkills
- Data entry accuracy
- Document management
- Quick learner
- Attention to detail
- Multitasking abilities
- Flexible and adaptable
- Effective communication
- Bilingual (Spanish and English)
- Active listening
- Empathy and patience
- 11 years of customer service experience
- Extremely knowledgeable
- Good telephone etiquette
- Teamwork and collaboration
- First aid/cpr
- Calm under pressure
Languages
Spanish
Native/ Bilingual
English
Native/ Bilingual
Timeline
Data Entry
Jillson & Roberts Gift Wrappng
10.2023 - Current
Customer Service Representative
SMART Payment Plan®
05.2022 - 08.2023
Caregiver
123 Home Care
07.2018 - 10.2019
Sales Associate
H&M Retail
04.2017 - 10.2019
Caregiver
Atria Senior Living
02.2017 - 10.2018
Fullerton College
08.2015 - 08.2016
Customer Service Representative
Global Cash Card
03.2014 - 09.2016
Magnolia High School