Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

TRANG LEE

EDMOND

Summary

Professional with strong background in customer support, skilled in problem-solving, communication, and conflict resolution. Known for team building, leading, and adapting to changing needs to achieve results. Expertise includes managing high-volume inquiries, providing technical assistance, and maintaining customer satisfaction. Reliable and resourceful, consistently meeting and exceeding expectations in fast-paced environments.

Overview

9
9
years of professional experience

Work History

Ecalation Specialist - Reservations Support Agent

Costco Travel
07.2021 - Current
  • Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
  • Works closely with internal departments, leadership teams, and suppliers to support positive resolutions.
  • Provided guidance on travel policies and procedures to ensure compliance and consistency in operations.
  • Delivered professional phone and email support, maintaining a consistently positive tone throughout all communications.
  • Cross-trained and provided backup support for organizational leadership.
  • Facilitated training sessions for new hires on escalation management tools and systems for improved onboarding experience.
  • Mentored junior staff on best practices in handling escalations, fostering a culture of continuous learning.
  • Collaborated with product teams to provide insights from escalated issues, influencing future product enhancements and updates.
  • Developed and maintained knowledge base articles to empower team members and improve response efficiency.
  • Supported company growth by assisting with the development of new processes to handle increased volume of escalations effectively.

Ecom

Costco Wholesale Corporation
07.2021 - 03.2022
  • Handles member calls that require providing members with efficient customer service and ensuring members are receiving the best optimal outcome.

Server

Golden Phoenix
10.2016 - 05.2021
  • Delivered exceptional customer service, enhancing guest satisfaction and loyalty.
  • Managed food and beverage orders efficiently, ensuring timely delivery to tables.
  • Collaborated with kitchen staff to ensure accurate meal preparation and presentation.
  • Assisted in training new hires, providing guidance on restaurant standards and best practices.
  • Oversaw dining area cleanliness and organization, contributing to a welcoming atmosphere.
  • Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
  • Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
  • Worked with POS system to place orders, manage bills, and handle complimentary items.
  • Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
  • Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.

Server

Dave and Buster's
12.2018 - 03.2020

Education

Associate of Arts - Liberal Studies

Rose State College
Midwest City, OK
12-2025

Associate of Applied Science - Business Administration

Rose State College
Midwest City, OK
12-2026

Skills

  • Relationship building
  • Training and coaching
  • Teamwork and collaboration
  • Problem-solving
  • Multitasking Abilities
  • Customer service excellence
  • Adaptability and flexibility
  • Verbal and written communication

Languages

Vietnamese
Native or Bilingual

Timeline

Ecalation Specialist - Reservations Support Agent

Costco Travel
07.2021 - Current

Ecom

Costco Wholesale Corporation
07.2021 - 03.2022

Server

Dave and Buster's
12.2018 - 03.2020

Server

Golden Phoenix
10.2016 - 05.2021

Associate of Arts - Liberal Studies

Rose State College

Associate of Applied Science - Business Administration

Rose State College

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