Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Sherry Chen

New York

Summary

Dynamic leader with proven expertise in enhancing customer service operations and team performance. Excelled in call center management and CRM software proficiency, significantly streamlining processes for efficiency. Demonstrated exceptional problem-solving abilities and conflict resolution skills, fostering robust customer relationships and driving business growth through strategic sales support and customer outreach.

Overview

6
6
years of professional experience

Work History

Director of Customer Service

MenuSifu, Inc.
09.2021 - Current
  • Managed customer service effectiveness by monitoring performance and assessing metrics.
  • Built strong relationships with field operations team to support business development opportunities and improve service.
  • Generated, compiled and distributed reports of sales leads and up-sell opportunities.
  • Audited customer support procedures and collaborated regionally to promote standardization across offices.
  • Streamlined call center operations for improved efficiency and reduced wait times.
  • Developed detailed plans based on broad guidance and direction.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

Visa and Passport Specialist

Consulate-General of China in New York
06.2019 - 03.2020
  • Processed passport applications efficiently, ensuring all required documentation was complete and accurate.
  • Verified applicant information to maintain high standards of data integrity.
  • Improved processing time by streamlining verification procedures.
  • Assisted applicants with queries, enhancing customer service experience.
  • Coordinated with other departments to resolve complex application issues.
  • Managed confidential documents securely, adhering to data protection policies.

Education

Master of Arts - Music Performance

Temple University
Philadelphia, PA
05-2019

Skills

  • Complaint handling
  • Call center management
  • Policy enforcement
  • CRM software proficiency
  • Training and development
  • Conflict resolution
  • Problem-solving abilities
  • Customer relationship management
  • Customer outreach
  • Account management
  • Sales support
  • Product sales

Languages

English
Native or Bilingual
Chinese (Mandarin)
Native or Bilingual

Timeline

Director of Customer Service

MenuSifu, Inc.
09.2021 - Current

Visa and Passport Specialist

Consulate-General of China in New York
06.2019 - 03.2020

Master of Arts - Music Performance

Temple University

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Sherry Chen