Summary
Overview
Work History
Education
Skills
Timeline
Generic

Nyachangkuoth Tongyik

Summary

Knowledgeable and dedicated customer service professional with extensive experience. 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

16
16
years of professional experience

Work History

Advanced Escalation Team

DoorDash
01.2022 - 10.2023
  • Strengthened customer trust by ensuring transparency during the escalation process.
  • Enhanced team efficiency by developing and implementing escalation procedures.
  • Contributed to a positive work environment by providing support and guidance to fellow team members.
  • Showcased excellent multitasking abilities while managing multiple high-priority escalations simultaneously without sacrificing quality or attention to detail.
  • Collaborated with management to identify systemic issues and develop preventative measures, reducing escalations over time.
  • Reduced issue resolution time with thorough research and effective communication skills.
  • Maintained a high level of customer service during difficult situations, preserving brand reputation.
  • Demonstrated empathy and understanding when interacting with upset customers, diffusing tense situations effectively.
  • Improved customer satisfaction by quickly identifying and resolving escalated issues.
  • Learned and followed customer service policies and procedures to meet organizational and industry standards.
  • Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
  • Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
  • Responded to customer inquiries to address concerns and maintain customer satisfaction and loyalty.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered prompt service to prioritize customer needs.

Key Holder

Altar'd State
09.2020 - 03.2021
  • Managed daily cash handling procedures, ensuring accuracy in transactions and preventing losses due to discrepancies.
  • Resolved customer complaints professionally, resulting in increased customer satisfaction and loyalty.
  • Oversaw store operations by counting cash drawers, reviewing equipment management, and supervising staff.
  • Swept and mopped floor, wiped windows and fixtures after closing to maintain organized and tidy store.
  • Assisted with team responsibilities by cleaning, managing cash registers, and product merchandising.
  • Managed store personnel by delegating tasks and supervising daily operations.
  • Assisted customers in locating specific items they were looking for quickly resulting in an increase of overall client satisfaction.
  • Monitored associates throughout each assigned shift and professionally managed any challenges to maintain optimal store performance.
  • Engaged with customers to build rapport and promote long-term loyalty for increased sales.
  • Handled difficult situations calmly under pressure resolving conflicts between both customers and staff in a professional manner.
  • Streamlined opening and closing procedures as integral member of store staff.
  • Managed customer needs and delegated tasks to employees for optimal coverage.
  • Trained and supervised new employees to apply best practices in customer service and store operations.
  • Developed and maintained strong relationships with customers and vendors to establish rapport and build trust.
  • Met sales targets consistently for each shift by positively engaging customers and delivering high levels of service.
  • Prepared and submitted reports to keep management informed of sales activities and progress.
  • Collaborated with the management team on implementing strategies to achieve store''s monthly sales targets.
  • Mentored junior staff members, helping them develop their skills to advance within the company successfully.
  • Scheduled employees, prepared bank deposits, and drafted sales reports to keep daily processes running smoothly.
  • Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized.
  • Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.

Customer Service Representative(Retention)

AT&T
12.2018 - 06.2020
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Promptly responded to inquiries and requests from prospective customers.
  • Responded proactively and positively to rapid change.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered prompt service to prioritize customer needs.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.

Sales Associate

My Pillow
02.2017 - 05.2018
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
  • Built relationships with customers to encourage repeat business.
  • Managed returns, exchanges and refunds in accordance with store policy.
  • Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
  • Prepared merchandise for sales floor by pricing or tagging.
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Answered customer questions about sizing, accessories, and merchandise care.
  • Provided positive first impressions to welcome existing, new, and potential customers.
  • Rotated stock and restocked shelves to maintain product availability and store appearance.
  • Engaged with customers to build rapport and loyalty.
  • Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
  • Solved customer challenges by offering relevant products and services.
  • Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
  • Educated clients on current promotional offerings and products using persuasive selling tactics.
  • Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
  • Generated new sales leads to achieve and exceed monthly sales goals.
  • Organized in-store promotions and events to increase foot traffic and drive additional sales opportunities.
  • Answered customer questions about products and services, helped locate merchandise, and promoted key items.
  • Managed efficient cash register operations.
  • Stocked merchandise, clearly labeling items, and arranging according to size or color.
  • Listened to customer needs and desires to identify and recommend optimal products.
  • Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
  • Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
  • Used in-store system to locate inventory and place special orders for customers.
  • Maintained up-to-date knowledge of store sales, payment policies and security standards.

Key Holder

Style Encore - Sioux Falls Sd
05.2014 - 07.2016
  • Managed daily cash handling procedures, ensuring accuracy in transactions and preventing losses due to discrepancies.
  • Resolved customer complaints professionally, resulting in increased customer satisfaction and loyalty.
  • Oversaw store operations by counting cash drawers, reviewing equipment management, and supervising staff.
  • Swept and mopped floor, wiped windows and fixtures after closing to maintain organized and tidy store.
  • Assisted with team responsibilities by cleaning, managing cash registers, and product merchandising.
  • Managed store personnel by delegating tasks and supervising daily operations.
  • Assisted customers in locating specific items they were looking for quickly resulting in an increase of overall client satisfaction.
  • Monitored associates throughout each assigned shift and professionally managed any challenges to maintain optimal store performance.
  • Engaged with customers to build rapport and promote long-term loyalty for increased sales.
  • Streamlined opening and closing procedures as integral member of store staff.
  • Managed customer needs and delegated tasks to employees for optimal coverage.
  • Trained and supervised new employees to apply best practices in customer service and store operations.
  • Ensured compliance with company policies and procedures, maintaining a safe and secure work environment for all staff members.
  • Supported store operations during peak hours, effectively managing long queues and high volumes of customers.
  • Met sales targets consistently for each shift by positively engaging customers and delivering high levels of service.
  • Prepared and submitted reports to keep management informed of sales activities and progress.
  • Mentored junior staff members, helping them develop their skills to advance within the company successfully.
  • Conducted regular audits of inventory levels to identify discrepancies or potential issues in stock management processes efficiently.
  • Marked-down clearance items and relocated merchandise to proper store areas.
  • Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
  • Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized.
  • Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
  • Trained newly hired sales team in upselling techniques.
  • Developed and nurtured lasting relationships with clients through dedicated assistance, issue resolution and active listening.

Cashier/Courtesy Clerk

Hy-Vee
01.2008 - 05.2013
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Built relationships with customers to encourage repeat business.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
  • Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
  • Worked closely with shift manager to solve problems and handle customer concerns.
  • Handled multiple payment methods securely, minimizing discrepancies and potential losses.
  • Provided backup support for other departments when needed, showcasing versatility within the retail environment.
  • Handled cash with high accuracy and took care to check bills for fraud.
  • Developed rapport with regular customers, offering personalized service that fostered brand loyalty.

Education

Bachelor of Arts - Psychology

South Dakota State University
Brookings, SD
05.2025

Associate of Arts - Psychology

Kilian Community College
Sioux Falls, SD
05.2016

High School Diploma -

Washington High School
Sioux Falls, SD
05.2011

Skills

  • Assertiveness
  • Goal Setting and Achievement
  • Client Retention Strategies
  • Spreadsheet tracking
  • Customer Service
  • Calm Under Pressure
  • Computer Skills
  • Problem Resolution
  • Relationship Building
  • Microsoft Office
  • Product and service knowledge
  • Issue and Complaint Resolution
  • MS Office
  • De-Escalation Techniques
  • Call Documentation
  • Billing Adjustments and Refunds
  • Remote Office Availability
  • POS Systems and Ordering Platforms
  • CRM Software
  • Call Metrics
  • Order Processing
  • Document and Records Management
  • Complaint resolution
  • Quality Control
  • Customer Relations
  • Understanding Customer Needs
  • Calm and Professional Under Pressure

Timeline

Advanced Escalation Team

DoorDash
01.2022 - 10.2023

Key Holder

Altar'd State
09.2020 - 03.2021

Customer Service Representative(Retention)

AT&T
12.2018 - 06.2020

Sales Associate

My Pillow
02.2017 - 05.2018

Key Holder

Style Encore - Sioux Falls Sd
05.2014 - 07.2016

Cashier/Courtesy Clerk

Hy-Vee
01.2008 - 05.2013

Bachelor of Arts - Psychology

South Dakota State University

Associate of Arts - Psychology

Kilian Community College

High School Diploma -

Washington High School

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Nyachangkuoth Tongyik