Sasha Pham
Denton
Summary
Customer-centric professional with over 5 years of experience in diverse customer service roles. Demonstrated expertise in managing high-volume customer interactions, resolving issues, and fostering loyalty. Strong communicator with exceptional problem-solving abilities and the capacity to maintain professionalism in high-pressure situations. Proficient in data entry, utilizing CRM systems, and navigating multiple software platforms to provide accurate, timely solutions. Adept at building rapport with customers and delivering results that improve satisfaction and drive business success.
Overview
16
16
years of professional experience
4014
4014
years of post-secondary education
Work History
CUSTOMER SERVICE REPRESENTATIVE II
Sally Beauty Holdings Inc.
Denton
09.2022 - 01.2025
- Provide exceptional customer support by managing a wide range of inquiries and complaints, consistently meeting company service standards.
- Resolve escalated issues and conflicts with empathy, de-escalating tense situations and finding mutually agreeable solutions to maintain customer loyalty.
- Handle high-stress customer interactions with professionalism, ensuring that customer needs are met efficiently and in a timely manner.
- Maintain detailed and accurate records of customer interactions, facilitating effective follow-up and ensuring issues are resolved to the customer's satisfaction.
- Collaborate with team members to enhance customer service practices, contributing to improved operational efficiency and customer satisfaction.
- Resolved customer complaints by identifying issues and providing solutions.
- Maintained knowledge of current promotions and product offerings.
- Answered customer inquiries and provided accurate information regarding products and services.
CUSTOMER CARE REPRESENTATIVE
Sally Beauty Holdings Inc.
Denton
03.2021 - 09.2022
- Delivered high-quality service to a large volume of customers, ensuring satisfaction with every interaction.
- Proactively addressed customer complaints and issues, consistently exceeding performance goals for resolution time and customer satisfaction.
- Utilized CRM and internal systems to document customer inquiries, providing a comprehensive history for future reference and follow-up.
- Developed a deep understanding of product lines and services, ensuring accurate and helpful guidance was provided to customers.
- Managed a high volume of inbound calls, providing support, solutions, and information on products, services, and order status.
INSTORE SHOPPER
Instacart
Bartonville
07.2019 - 03.2021
- Accurately fulfilled customer grocery orders by selecting items, ensuring quality, and packaging orders for delivery or pick-up.
- Provided exceptional customer service by communicating directly with customers through the Instacart app to address inquiries or changes to orders.
- Processed order transactions efficiently through the in-store POS system, ensuring accurate billing and payment.
- Demonstrated flexibility and time management skills by meeting deadlines for order completion, while maintaining a focus on customer satisfaction.
- Utilized mobile technology to track and manage orders, while ensuring a seamless and efficient shopping experience.
HAIRSTYLIST
Great Clips
Denton
06.2009 - 02.2012
- Delivered exceptional salon services, including haircuts, styling, and color treatments, ensuring customer satisfaction with every visit.
- Maintained a clean, organized work environment and ensured all equipment was sanitized and prepared for use.
- Managed cash transactions and performed end-of-day financial reconciliations, including bank drops.
- Contributed to meeting and exceeding sales goals by providing excellent customer service, upselling services, and products, and encouraging repeat business.
- Fostered a welcoming, positive atmosphere for customers, which helped drive high levels of return visits and customer loyalty.
CUSTOMER REPRESENTATIVE
GTI
Denton
09.2008 - 09.2009
- Delivered high-quality customer service by answering inquiries, verifying customer information, and resolving issues in a timely and professional manner.
- Documented customer interactions, ensuring all records were accurate and up-to-date for future reference.
- Developed strong customer relationships through positive interactions, ensuring that customers felt valued and satisfied with the services provided.
- Demonstrated excellent phone etiquette, utilizing active listening and clear communication to meet customer needs.
Education
Cosmetology Certificate -
I.T.S Academy of Beauty
Denton, TXHigh School Diploma -
McCallum High School
Austin, TXSkills
- Customer Service Excellence
- Critical Thinking & Problem Solving
- Multitasking & Time Management
- Active Listening & Communication
- Data Entry & CRM Management
- Tech-Savvy
Hobbies and Interests
- Family Oriented
- Hiking with family and dogs
- Cooking
- Crafting
References
- India Minot, Customer Care Supervisor, Sally Beauty Holdings Inc., (469) 472-6641
- Brandon Kimball, Shift Lead, Instacart, (469) 636-1032
- Jennifer Rhodes, Shift Lead, Instacart, (682)-521-3658
Timeline
CUSTOMER SERVICE REPRESENTATIVE II
Sally Beauty Holdings Inc.
09.2022 - 01.2025
CUSTOMER CARE REPRESENTATIVE
Sally Beauty Holdings Inc.
03.2021 - 09.2022
INSTORE SHOPPER
Instacart
07.2019 - 03.2021
HAIRSTYLIST
Great Clips
06.2009 - 02.2012
CUSTOMER REPRESENTATIVE
GTI
09.2008 - 09.2009
Cosmetology Certificate -
I.T.S Academy of Beauty
High School Diploma -
McCallum High School