Steven Pao
Homestead,FL
Summary
A versatile and dedicated professional leveraging leadership experience complemented by a strong work ethic and quick learning ability. Fluent in two languages, with exceptional communication skills honed through community service and managing TikTok content reaching hundreds of thousands. Demonstrated adaptability and commitment, notably transitioning from the youngest customer service agent to the youngest Assistant Team Lead within 2.5 months based on exceptional proficiency scores and effective team communication. Additionally, an adept finance enthusiast managing transactions through the College Board program from Small schools to District offices. And also known for flexibility in undertaking various tasks and accommodating diverse schedules.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Customer Service Representative
TurboTax
10.2024 - 12.2024
- 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.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Improved resolution time with effective problem-solving for customer complaints.
Customer Sales Representative
Nova NRG, Branch of Bank Of America Brickell
04.2024 - 09.2024
- Led a dynamic sales team as the Lead Sales Representative, driving successful sales campaigns for devices within the ACP program
- Achieved and exceeded sales targets consistently, showcasing strong leadership and team collaboration
- Developed and implemented effective sales strategies to promote ACP program devices, resulting in increased revenue and market share
- Mentored and coached team members to enhance their sales skills, contributing to overall team performance improvement
- Fostered positive client relationships, ensuring customer satisfaction and repeat business for ACP program devices
- Collaborated with cross-functional teams to optimize marketing efforts, enhancing product visibility and sales opportunities
- Demonstrated excellent communication skills in conveying technical details of ACP program devices to both clients and team members
- Stayed abreast of industry trends and product knowledge, providing valuable insights to the team for informed decision-making
- Streamlined sales processes and workflows, improving efficiency and productivity within the sales team
- Played a key role in the successful launch of new ACP program devices, showcasing adaptability and strategic thinking
- Youngest lead in the whole company
- Also lead in sales for various weeks as a newcomer.
Customer Service Representative
College Board
04.2023 - 04.2024
- Provided exemplary customer service as a representative for Collegeboard within the Alorica team
- Addressed a wide range of inquiries and issues related to Collegeboard services, including exam registrations, scores, troubleshooting, error codes, and general information
- Utilized strong communication skills to ensure clear and effective assistance to students and other stakeholders
- Demonstrated proficiency in navigating Collegeboard's systems and processes to swiftly resolve customer concerns and provide accurate information
- Consistently delivered high-quality service, contributing to positive customer experiences and satisfaction
- Accomplishments: Training and Mentoring, Acted as a mentor or trainer for new hires, contributing expertise and knowledge to onboard and upskill new team members, potentially reducing their learning curve and ensuring a cohesive and well-trained customer service team
- Exceeded Service Metrics and consistently surpassed service level agreements (SLAs) by maintaining a high average of resolved inquiries or calls per day, ensuring efficient and timely support for Collegeboard's customers
- Process Improvement Initiatives: Spearheaded or contributed to process enhancements within the customer service team, streamlining workflows, and improving efficiency in handling common inquiries, resulting in reduced call times or increased issue resolution rates
- Case Documentation: Proficiently handled case documentation by meticulously recording details including time, date, and comprehensive information on issues for future reference, enabling effective follow-ups and streamlined case management
- High-level engagement: Engaged in high-level communication with prominent stakeholders, including school board members, superintendents, principals, district offices, and government officials daily to address inquiries and concerns related to Collegeboard's services
- Reason for Job Separation: Position eliminated due to company-wide budget cuts/restructuring at Alorica, resulting in a reduction in workforce
- My job was impacted by external factors beyond individual performance, the experience gained and the skills honed during this time remain valuable assets for future endeavors.
- 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.
Education
High school diploma -
Center For International Education Cambridge Associate school
Homestead, FL06.2023
Skills
- Microsoft Office
- Presentation Skills
- Technical Support
- Word Processing
- Data Analysis
- Software Troubleshooting
- Market Analysis
- Computer Networking
- Desktop Support
- Network Support
- IT Support
- Microsoft Windows
- Operating Systems
- Databases
- Troubleshooting
- Negotiation
- Sales
- Communication skills
- Organizational skills
- Customer service
- Complaint resolution
- Salesmanship
- Data Management
- Task Prioritization
- Decision-Making
- Problem-Solving
- Time Management
- Adaptability
- Organizational Skills
- Active Listening
- Teamwork and Collaboration
- Excellent Communication
- Professionalism
- Patience and resilience
- Market awareness
- Company policies
- Cash handling
Certification
- Salesforce Certified Administrator - Salesforce.
- Florida Driver's License
- Zendesk Support Administrator
- Negotiation Skills for the Professional Certificate – eCornell.
- Microsoft Office Specialist (MOS) Certification
Education
Homestead, FL
Contact
Homestead, FL 33033
Timeline
Customer Service Representative
TurboTax
10.2024 - 12.2024
Customer Sales Representative
Nova NRG, Branch of Bank Of America Brickell
04.2024 - 09.2024
Customer Service Representative
College Board
04.2023 - 04.2024
- Salesforce Certified Administrator - Salesforce.
- Florida Driver's License
- Zendesk Support Administrator
- Negotiation Skills for the Professional Certificate – eCornell.
- Microsoft Office Specialist (MOS) Certification
High school diploma -
Center For International Education Cambridge Associate school
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