Summary
Overview
Work History
Education
Skills
Accomplishments
References
Timeline
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Pa Nhia (Kay) Yang

Milwaukee

Summary

Dynamic Customer Service Representative with a proven track record, committed to delivering exceptional service and support while ensuring compliance and accuracy in data handling.

Overview

9
9
years of professional experience

Work History

Customer Service Lead

Associated Spring
Milwaukee
09.2016 - 10.2022
  • Managed a high volume of emails in the main business inbox daily, with great discernment for diverse inquiries.
  • Extracted and processed RFQs received via email, fax, and customer portals such as Exostar, Ariba, and DIBBS.
  • Performed a preliminary review of RFQs by asking probing questions to identify the customer’s end use, certification requirements, and requested prints or additional information as needed.
  • Qualified RFQs. Identified non-viable RFQs and redirected them efficiently, saving both customer and company’s time.
  • Obtained prints from the customer's secured File Transfer Site (FTS), with adherence to Export compliance.
  • Leveraged my knowledge of AS9100 and DFARS flow downs to inform customers of our company’s certifications and robust Quality Management System (QMS).
  • Managed customer accounts and updated contact information in the CRM.
  • Entered RFQs into the CRM for tracking and visibility, with high accuracy and attention to detail.
  • Monitored a daily opened RFQ report from the CRM and worked in synchronization with Estimating to hit due dates.
  • Submitted bids into customer portals with high accuracy, and with adherence to RFP requirements, such as completing additional forms or cover sheets.
  • Worked in tandem with Estimating and Sales to submit special negotiated pricing, with documentation for the company’s record.
  • Provided clerical and customer-related support for multiple Regional Sales Managers.
  • Facilitated the flow of information, and relayed customers' concerns through the proper channels.
  • Built and established a rapport with new and existing customers.
  • Provided a pleasant and consistent RFQ experience for repeat customers, and guided new customers with great care, sympathy, and attention.
  • Served as an advocate for customers, bringing a sense of urgency to high-priority RFQs and POs.
  • Backed up the Purchased Order department by acknowledging, processing, and entering orders into the ERP system as needed.
  • Provided customers with PO status and shipment tracking information, as requested.
  • Built rapport with corporate and other branches to utilize as resources for customer inquiries outside of my knowledge or job scope.
  • Conferred with the Director of Trade Compliance and Cybersecurity Manager at corporate to stay up to date with export and cybersecurity regulations.
  • Acted as an authority on export and cybersecurity compliance at the divisional level by flowing down requirements to internal departments, including Customer Service, Purchasing, Engineering, Contract Review, Quality, and Shipping/Receiving.
  • Helped completed Export and Cybersecurity surveys for customers.
  • Acted as an Administrator and Data Custodian for the division’s SharePoint/DataSafe site, with the responsibility of onboarding and training new employees, and managing users' access and site permissions.
  • Acted as the author of company work procedures for the CRM and Export Control compliance.
  • Performed annual company audits.
  • Participated in Kaizen workshops to streamline the RFQ process and implemented the necessary changes.
  • Trained new team members on customer service procedures and protocols.
  • Helped onboard and trained new team members on customer portals, such as Exostar.
  • Worked independently, using critical thinking and problem-solving skills to investigate customer complaints and provide appropriate solutions.
  • Worked cross-functionally, interfacing with various internal departments on complex customer conflicts to coordinate the best resolution.
  • Accessible and available to both customers and internal departments for any assistance or questions.

Customer Service Representative

Jung Express
Milwaukee
04.2014 - 05.2016
  • Worked in tandem with a Sales Executive to oversee 150+ nationwide customers.
  • Served as a liaison and helped build and maintain a rapport with customers.
  • Made outbound calls and emails to schedule appointments with existing customers and some new leads.
  • Engaged in face-to-face interactions with local customers daily. Visited out-of-town customers monthly.
  • Addressed and resolved customer inquiries and complaints promptly via phone or email.
  • Investigated and resolved customer incidents with adherence to company protocols.
  • Completed weekly, monthly, and quarterly reports using Microsoft Excel to capture new leads.
  • Reviewed and monitored daily, live customer freight activities.
  • Provided reports and relayed new leads to the Sales Executive weekly.
  • Managed customer database.
  • Prepared and collated legal carrier contracts for submission and follow through until completion.
  • Completed clerical or assigned tasks as needed.

Education

English Literature

University of Wisconsin-Madison
Madison, WI
05-2016

Skills

  • Customer service
  • CRM management
  • Data entry with high accuracy
  • Detail oriented
  • Regulatory compliance
  • Work independently and collaboratively
  • Effective verbal and written communication
  • Conflict resolution
  • Sales support
  • Confidential data handling
  • Follow-up skills
  • Time management
  • Punctuality and reliability
  • Microsoft Office, Outlook, Teams
  • Building rapport
  • Tactful and discerning
  • Resourceful, curious, and proactive
  • Self-starter
  • Ability to multitask and shift priorities in a fast-paced environment

Accomplishments

  • Associated Spring - Bravo Award
  • Associated Spring - Promoted to Customer Service Lead

References

References available upon request.

Timeline

Customer Service Lead

Associated Spring
09.2016 - 10.2022

Customer Service Representative

Jung Express
04.2014 - 05.2016

English Literature

University of Wisconsin-Madison

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Pa Nhia (Kay) Yang