Paul Choi

• Provided expert product knowledge to customers, leading to informed purchasing decisions and increased satisfaction levels.
• Increased sales by establishing rapport with customers and identifying their needs.
• Increased sales by offering advice on purchases and promoting additional products.
• Handle difficult situations professionally by addressing customer complaints and finding mutually beneficial solutions, preserving long-term relationships.

• SME on Charter Residential Sales Support and activation processes.
• Mentor other team members to help achieve scorecard/target goals.
• Assist with upper management during special projects and implementation of new procedures, products, and promotions.
• Collaborate with Team members and management to achieve target goals.
• Handle escalations via internal chat support and in real-time calls.
• Assist with internal chat support to handle special requests within the Residential Sales channels.

• Engage with Spectrum Direct Sales Representatives to effectively build rapport.
• Use multiple tools and systems to effectively troubleshoot buy flow errors.
• Identify customer needs to deliver relevant product solutions and promotions to meet or exceed sales activation.
• Mentor new team members side by side to help with their Score Cards.
• Assist with special projects, mainly with SMB to RESI and billing migrations.
• #1 in Mobile Sales Activation company-wide.

• Communicate with external Spectrum Retailers and Direct Sales Representatives to ensure order entry is accurate and processed efficiently.
• Assist Spectrum customers with current offerings while ensuring they are fully aware of all core Spectrum products including Spectrum mobile services.

• Consistent top performer in all business metrics.

• Supervise, mentor, and train a team to assist with State EBT/EPC projects.
• Plan daily objectives for the team to meet call center goals and metrics.
• Work with management to establish guidelines to help further strategic workflow and implementations.

• Assist with technical support for WFH team members.

• Respond to external users of the client's technical products or designated client products.
• Answer inquiries from customers having problems/issues with their peripheral devices. Problems range from simple billing to more complex issues using excellent problem-solving skills.
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing the opportunity to build rapport with the customer.
• Prepare complete and accurate work including appropriately notating accounts as required.

• Manage a portfolio of complex enterprises that spans multiple EBT projects and report on project metrics, test, and deployment activities.
• Manage day-to-day project activities and resources to align inter-dependencies between technology, operations, and business needs.

• Perform onboarding of new personnel/users, as well as ongoing training in software usage for existing State users.
• Monitor, track, and control outcomes to resolve issues, conflicts, dependencies, and critical path deliverables.

• Project lead for all network change requests from initial processing, coordination, and implementation.

• Provide application and user support for over 500 users and over 2000 hardware devices used by County and State personnel.
• Operate as the lead point of contact for any matters managing and maintaining proper inventory of State EBT devices.

• Effectively track, recognize, and predict usage trends, as well as mitigate issues with clients.

• Supervise and provide organizational leadership to all aspects of EPS Retail department functions, including personnel, and initial and ongoing training.
• Implement all policies and procedures to meet SLAs for 19 Xerox EBT Retail projects.
• Regulate and adjust team assignments to accommodate workloads and priorities for CA, NJ, and PA Help Desk operations.

• Monitor Xerox's Contract and IRS-1099 department functions and implement changes due to new revisions or policy modifications.
• Actively participate in interdepartmental meetings to improve integration and product development.

• Communicate with business retailers and childcare providers by using standard procedures.
• Gather information, research/resolve inquiries, and log clients' calls in a timely matter.
• Provide accurate communication with customers to quickly and effectively resolve any technical or contractual issues.

• Maintained high standards of quality control, cleanliness, and safety for 3 different locations. • Set budgets, analyzed restaurant expenses, and prepared quarterly tax reports and payroll.
• Managed weekly vendor accounts, and supply orders, and updated & create daily specials.
• Ensure the integrity of restaurant operations through excellence in customer relations.

• Administered 6 corporate locations in Southern California.
• Created and implemented marketing plans and made visits to all sites to ensure implementation readiness.
• Responsible for implementing corporate policies and procedures for all corporate employees within the 6 corporate locations.
• Allocated inventory based on seasonal history and market trends.
• Actively involved with opening new franchise locations nationwide.

• Managed top-grossing corporate location in California.
• Managed all aspects of business operations, including scheduling, payroll, training, and marketing.

• Increased sales to over $20 million annually.