Phala Keo
Katy,TX
Summary
Dynamic Customer Support Specialist with Ttec, adept at problem-solving and enhancing customer satisfaction. Proven track record in complaint handling and CRM software utilization, leading to improved engagement. Recognized for training new team members and implementing process improvements, fostering a high-performing team focused on delivering exceptional service experiences.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Customer Support Specialist- Remoted
Ttec (TeleTech) - HealthCare Solutions
01.2020 - Current
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Collaborated with cross-functional teams to enhance service delivery and patient satisfaction.
- Trained new team members on policies, procedures, and customer support tools.
- Implemented feedback mechanisms to identify areas for process improvement in customer interactions.
- Analyzed customer data to develop strategies for increasing engagement and loyalty.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Reduced call handle time, allowing for more customer inquiries to be resolved each day.
- Researched and identified solutions to technical problems.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
Front Office Manager
Verno USA
04.2015 - 12.2019
- Led front office operations, ensuring exceptional guest service and satisfaction.
- Managed scheduling and staffing to optimize front desk efficiency and performance.
- Developed and implemented standard operating procedures for operational consistency.
- Trained and mentored front office staff, enhancing team productivity and service quality.
- Monitored financial transactions, ensuring accuracy in billing and reporting processes.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Coordinated Arts show in NYC and Vegas
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Coordinated with steamship line with shipment arrives
- Work with Interior Designs
- Managed daily room inventory to maximize occupancy rates and revenue generation.
Sales Manager
Macys Department Store
01.2009 - 10.2015
- Led sales team to exceed revenue targets through strategic planning and effective training initiatives.
- Implemented inventory management systems, improving product availability and reducing stock discrepancies.
- Developed and executed promotional strategies, enhancing customer engagement and driving foot traffic.
- Analyzed sales data to identify trends, informing decision-making for product assortment and pricing strategies.
- Fostered strong relationships with vendors, negotiating favorable terms that enhanced overall profitability.
- Mentored junior staff, cultivating a high-performing team focused on achieving sales goals and customer satisfaction.
- Increased sales revenue by developing and implementing effective sales strategies.
- Organized regular sales meetings to review progress, share best practices, and set achievable targets for continued success.
- Managed key accounts with strategic planning and relationship building, resulting in increased customer loyalty and repeat business.
- Consistently met or exceeded quarterly sales targets through diligent effort and persistence in closing deals.
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
Receptionist Administrator/Retail Sales Associate
IW Marks Jewlers
02.1999 - 12.2008
- Managed front desk operations, greeting clients and handling inquiries with professionalism.
- Coordinated scheduling for appointments and events, optimizing time management for staff and customers.
- Implemented inventory tracking system, enhancing accuracy of stock levels and product availability.
- Streamlined communication processes between departments, improving workflow efficiency and information sharing.
- Assisted in marketing initiatives by designing promotional materials and managing social media content effectively.
- Evaluated office supply needs regularly, negotiating with vendors for cost-effective purchasing solutions.
- Answered incoming calls, directing clients to individuals addressing specific needs.
- Developed filing system for client records, ensuring confidentiality and easy access to information as needed.
- Acted as first point of contact and set appointments for prospective clients.
- Maintained a clean, organized, and welcoming reception area with updated reading materials for visitors while monitoring security by verifying visitor credentials and issuing visitor badges.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Trained new staff on administrative procedures and customer service standards, fostering a cohesive team environment.
Education
Bachelor of Science - Health
University of Houston
Houston, TX05-2001
Certificate - Medical Assistant
Bradford School of Business
Houston, TX 05-1995
Skills
- Problem-solving
- Complaint handling
- Customer relationship management (CRM)
- CRM software
- Call center experience
- Data entry
- Conflict resolution
- Customer response
- Appointment scheduling
- Salesforce
Accomplishments
- Supervised team of 8 staff members.
Certification
Medical Assistant Training 1995
Timeline
Customer Support Specialist- Remoted
Ttec (TeleTech) - HealthCare Solutions
01.2020 - Current
Front Office Manager
Verno USA
04.2015 - 12.2019
Sales Manager
Macys Department Store
01.2009 - 10.2015
Receptionist Administrator/Retail Sales Associate
IW Marks Jewlers
02.1999 - 12.2008
Bachelor of Science - Health
University of Houston
Certificate - Medical Assistant
Bradford School of Business