Summary
Overview
Work History
Education
Skills
Certification
Affiliations
References
Contact Informaion
Timeline
Generic

Sabrina Yip-Hougen

Summary

Dynamic customer service professional with extensive experience at Kelly-Moore Paint Company. Proven track record in relationship building and sales expertise, consistently exceeding performance metrics. Skilled in cash handling and team training, fostering a collaborative environment that enhances customer satisfaction and drives repeat business. Passionate about delivering exceptional service and creating positive experiences.

Overview

44
44
years of professional experience
1
1
Certification

Work History

Cashier/Junior Barista

Beneficial Breads
Winter Garden, FL
08.2024 - Current
  • Greeted customers and answered any questions they had about the store's products and services.
  • Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
  • Trained new team members in cash register operation, stock procedures, and customer services.
  • Processed efficient and accurate cash, check, debit and credit card payments using Point-of-Sale system.
  • Stocked shelves with merchandise when needed.
  • Learned roles of other departments to provide coverage and keep store operational.
  • Ensured compliance with health and safety regulations, including proper food handling and cleanliness standards.
  • Ground beans for espresso shots according to individual customer specifications.

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.
  • 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

High School Diploma -

James Logen High School
Union City
06.1982

No Degree - General Ed And Nursing

Chabot College
Hayward, CA

Skills

  • Customer service
  • Inventory management
  • Food safety compliance
  • Effective communication
  • Time management
  • Professionalism and courtesy
  • Sales techniques
  • Organizational skills
  • Point of sale proficiency
  • Self motivation
  • Teamwork

Certification

  • Certified Florida Food Service Worker - Completed 8/7/2024
  • Certified Paint Specialist

Affiliations

  • Love to travel, eat good food, garden, do home improvement projects and do anything Disney
  • I like tennis, peewee golf, bike riding and walking while site seeing

References

References available upon request.

Contact Informaion

Sabrina C. Yip-Hougen

2482 Ravens Kaye Drive

Clermont, FL 34711

Cell: 209-305-1384

Email: yiphougen@verizon.net

Timeline

Cashier/Junior Barista

Beneficial Breads
08.2024 - Current

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

High School Diploma -

James Logen High School

No Degree - General Ed And Nursing

Chabot College

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Sabrina Yip-Hougen