Savy Vong
Dracut,MA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Semiconductor and Medical industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed, and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships, and growing businesses.
Overview
15
15
years of professional experience
Work History
Customer Service Rep III
Ferrotec (USA) Corporation
Bedford, NH
06.2015 - Current
- Follow established order management guidelines and procedures.
- Respond to daily emails and phone calls from customers.
- Communicate with customers regarding non-technical requests, order and shipment status.
- Create Sale orders by entering customer PO's in Oracle.
- Process RMAs, short shipments, and credits.
- Request set-up of new parts and price.
- Work closely with sales and engineering for customer quotations and problem resolution.
- Customer portal management including sale order acknowledgement and scheduling delivery dates.
- Assists entry-level customer service representatives with challenging issues.
- Identifies areas for improvement and participates in the development of better operational processes.
- Arrange air and sea shipments with factory based on customer requirements.
- Monitor customer’s portal site to identify PO requirements to pull in or push out orders.
- Work with major account consigned-inventory programs to ensure inventory and service levels are met.
- Plans, develops, and implements systems to ensure accurate, timely, and efficient customer service activity.
- Prepares, develops, or maintains various reports as requested by management.
- Mentors and assists in training entry-level and intermediate-level customer service representatives.
- Maintained customer satisfaction with forward-thinking strategies .focused on addressing customer needs and resolving concerns.
Customer Service Representative
ZOLL Medical Corporation
Chelmsford, MA
03.2012 - 08.2014
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Check to ensure that appropriate changes were made to resolve customers' problems.
- Determine charges for services requested, collect deposits or payments, or arrange for billing.
- Refer unresolved customer grievances to designated departments for further investigation.
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
- Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
- Estimate freight or postal rates and record shipment costs and weights.
- Keep records of all goods shipped, received, and stored.
- Answer customer questions regarding problems with their accounts
- File copies of orders received, or post orders on records.
Business Development Intern
ZOLL Medical Corporation
Chelmsford, MA
02.2011 - 03.2012
- Manage qualification activities to increase the pipeline for ZOLL Medical products.
- Penetrate and develop key contacts within prospect account.
- Identify and qualify opportunities from lead generation activities, inbound products inquires and outbound calling into target lists.
- Formulate resourceful methods for researching and qualifying targeted customers.
- Utilize consultative approach to evaluate and understand customer business and needs.
- Enter all information and important data into ZOLL sale force.
Test Technician and Quality Control
ZOLL Medical Corporation
Chelmsford, MA
02.2006 - 02.2011
- Inspect, test, and measure materials, products, installations, or work for conformance to specifications.
- Read blueprints, data, manuals, or other materials to determine specifications, inspection and testing procedures, adjustment methods, certification processes, formulas, or measuring instruments required.
- Provide training and assistant to other employees on products and testing procedures.
- Assist test department in performing full system test level using various testing equipment's.
- Performed final system testing of all Series of unit manually and using MES computer system and filled out all required documentation in MES.
- Convert and upgrade system following engineer orders
- Discard or reject products, materials, or equipment not meeting specifications.
- Write test or inspection reports describing results, recommendations, or needed repairs.
- Read dials or meters to verify that equipment is functioning at specified levels.
Education
High School Diploma - General
Lowell High School
Skills
- Customer and Personal Service Active Listening
- Service Orientation English Language
- Reading Comprehension Persuasion
- Critical Thinking Writing
- Coordination Social Perceptiveness
- Time Management Active Learning
- Judgment and Decision Making Computers and Electronics
- Courteous with Strong Service Mindset
- Upbeat and Positive Personality
- Inbound and Outbound Calling
- Establishing and Maintaining Customer Relationships
- Skilled in Microsoft Office
Timeline
Customer Service Rep III
Ferrotec (USA) Corporation
06.2015 - Current
Customer Service Representative
ZOLL Medical Corporation
03.2012 - 08.2014
Business Development Intern
ZOLL Medical Corporation
02.2011 - 03.2012
Test Technician and Quality Control
ZOLL Medical Corporation
02.2006 - 02.2011
High School Diploma - General
Lowell High School
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