Sabrina Yip-Hougen
Clermont,FL
Summary
Proven leader at Kelly-Moore Paint Company Inc., adept in sales expertise and customer relationship management, enhancing client retention and satisfaction. Excelled in mentoring staff and driving performance, with a knack for product knowledge and follow-up skills, achieving significant growth in client relations and operational efficiency.
Overview
42
42
years of professional experience
Work History
Technical Customer Service Specialist
Kelly-Moore Paint Company Inc.
01.2023 - 01.2024
- Ensure customer satisfaction by addressing and resolving service-related issues promptly and professionally.
- Improved customer satisfaction by addressing and resolving service-related issues promptly and professionally.
- Consistently met or exceeded performance metrics related to service quality, response time, and customer satisfaction scores.
- Mentored junior staff members on best practices regarding service excellence while modeling exemplary behavior at all times.
- Responded to customer requests for products, services, and company information.
- Achieved high levels of productivity by optimizing workload management methods and prioritizing tasks according to urgency.
- Cultivated strong relationships with clients through excellent communication skills and genuine concern for their needs, leading to increased client retention rates over time.
Dealer Sales Representative
Kelly-Moore Paint Company Inc.
09.2015 - 01.2023
- Developed targeted marketing strategies for increasing dealership locations and overall sales. Territory-N. California, N. Nevada, Washington, Oregon & Alaska.
- Increased repeat business through diligent follow-up, attentive service, and personalized communication with past clients.
- Negotiated win-win deals between dealership and customers, fostering long-term loyalty and trust.
- 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.
- Developed strong rapport with customers and created positive impression of business.
- Assisted in the development of promotional materials for advertising campaigns targeting specific demographics or geographic regions.
- Monitored market trends to adjust pricing strategies accordingly, maintaining a competitive edge within the industry.
- Established partnerships the independent hardware and paint stores, increasing dealership visibility within the community and driving additional foot traffic.
- Collaborated with management on setting performance goals, regularly reviewing progress and adjusting strategies accordingly to achieve desired results.
- Participated in regional trade shows and events to promote brand awareness and attract new clientele.
- Enhanced customer satisfaction by providing timely product demonstrations and addressing concerns promptly.
- Organized regular training sessions for dealer staff to improve their product knowledge and selling techniques.
Dealer Customer Service Repesenative
Kelly-Moore Paint Company Inc.
03.2014 - 09.2015
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Participated in training programs to enhance product knowledge and customer service skills.
- 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.
- Investigated and resolved accounting, service and delivery concerns.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Created and maintained detailed database to develop promotional sales.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Store Manager
Kelly-Moore Paint Company Inc.
10.1990 - 02.2014
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Assisted with hiring, training and mentoring new staff members.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Completed point of sale opening and closing procedures.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
- Rotated merchandise and displays to feature new products and promotions.
- Maximized sales by creating innovative visual merchandising displays and store layouts.
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
- Approved regular payroll submissions for employees.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Supervised guests at front counter, answering questions regarding products.
- Oversaw loss prevention efforts, minimizing shrinkage by implementing effective security measures and training staff on proper procedures.
- Ensured compliance with all applicable laws, regulations, policies by regularly reviewing store procedures and taking corrective measures when necessary.
- Maintained open lines of communication with corporate headquarters, sharing pertinent information about store performance and requesting support when needed.
- Developed a successful employee retention plan, reducing staff turnover rates significantly.
- Managed inventory levels to minimize waste and ensure product availability, supporting customer satisfaction and sales efficiency.
- Enhanced team performance with comprehensive training programs, leading to improved customer service and operational efficiency.
Assistant Manager
Kelly-Moore Paint Company Inc.
12.1986 - 10.1990
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Generated repeat business through exceptional customer service.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Coached new employees, ensuring smooth onboarding process and quicker adaptation to their roles.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Deparment Head
Handyman Homer
04.1984 - 11.1986
- Mentored junior team members, providing guidance and support to foster professional growth and success.
- Enhanced customer satisfaction through proactive problem-solving measures and excellent communication strategies with clients.
- Maintained organized inventory with accurate records through proper ordering, tracking and auditing procedures.
- Developed strong interdepartmental relationships to improve communication and collaboration across the organization.
- Implemented staff training programs that enhanced skills and increased overall productivity within the department.
- Managed efficient workflows by creating effective schedules and delegating work based on personnel strengths and knowledge.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Kitchen-trayline
Masonic Home for Adults
08.1981 - 04.1982
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Assist in maintaining a clean work environment.
Education
No Degree - General Ed And Nursing
Chabot College
Hayward, CAHigh School Diploma -
James Logen High School
Union City06.1982
Skills
- Follow-up skills
- Sales expertise
- Product Knowledge
- Problem Resolution
- Client Relations
Timeline
Technical Customer Service Specialist
Kelly-Moore Paint Company Inc.
01.2023 - 01.2024
Dealer Sales Representative
Kelly-Moore Paint Company Inc.
09.2015 - 01.2023
Dealer Customer Service Repesenative
Kelly-Moore Paint Company Inc.
03.2014 - 09.2015
Store Manager
Kelly-Moore Paint Company Inc.
10.1990 - 02.2014
Assistant Manager
Kelly-Moore Paint Company Inc.
12.1986 - 10.1990
Deparment Head
Handyman Homer
04.1984 - 11.1986
Kitchen-trayline
Masonic Home for Adults
08.1981 - 04.1982
No Degree - General Ed And Nursing
Chabot College
High School Diploma -
James Logen High School
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