Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Xiaochen DU

Chula Vista,CA

Summary

Accomplished at T-Mobile, Consistently recognized by senior leadership for achieving the highest customer satisfaction in San Diego County. Skilled in problem-solving and communication, I adeptly managed customer inquiries and mentored teams, significantly improving service quality and loyalty.

Overview

9
9
years of professional experience

Work History

Mobile Expert(Full Time Key Holder)

T-Mobile
08.2022 - Current
  • Oversaw all sales transactions, resolved customer inquiries, and provided personalized recommendations to enhance customer satisfaction.
  • Guided customers through the purchasing process by understanding their needs and offering tailored solutions.
  • Trained and mentored new sales associates, enhancing team performance and ensuring adherence to company sales protocols.
  • Skilled in managing time effectively and handling multiple tasks simultaneously.
  • Leveraged Tapestry software to monitor sales progress, analyze customer data, and implement strategies for improving sales performance.
  • As a key holder, responsible for opening and closing the store.
  • As a acting manager collaborated with team members to develop and execute sales strategies.

Customer Loyalty Representative

T-Mobile
10.2021 - 08.2022
  • Resolved customer complaints and issues promptly, resulting in a 9.6 customer satisfaction score and improved customer loyalty.
  • Developed and implemented solutions to complex customer issues, improving overall service quality and customer retention rates.
  • Utilized Customer welcome systems to track customer interactions, manage account details, and ensure timely follow-ups.
  • Provide feedback to peers based on customer reviews, ensuring they understand expectations to maintain high service standards.

Store Trainer

T-Mobile
11.2020 - 10.2021
  • After transitioning to T-Mobile, I was assigned to assist at a Sprint store, where I exchanged knowledge and demonstrated to my peers how to effectively use the CST, GSM, and Tapestry systems.
  • Ensure that my peers who have recently transitioned to T-Mobile understand the company's policies and standards.
  • Provide feedback to the store manager to ensure they stay on top of the training process and maintain oversight.
  • Foster a positive and energetic atmosphere within the team.

Translator and Interpreter

T-Mobile
10.2019 - 11.2020
  • Translate all promotions and holiday posters from English to Chinese.
  • Collaborate directly with T-Mobile headquarters personnel to discuss website layout and identify the most effective ways to deliver information to customers.
  • Collaborate with other translators to review their work upon completion and provide feedback.

Mobile Sales Associate

T-Mobile
07.2015 - 10.2019
  • Open/close account
  • Consistently exceeded sales targets by an average of top 20%
  • Solved complex customer issues and provided technical support
  • Stayed current with the latest mobile technology and product

Education

High School Diploma -

DalianDesheng Highschool
China
07.2011

Skills

  • Strong ability to handle customer inquiries, resolve complaints, and provide exceptional service Strong problem-solving skills to address and resolve customer issues
  • Excellent verbal and written communication skills
  • Ability to provide constructive feedback and support
  • Ability to quickly learn and implement new systems
  • Proficient in mobile devices, computers, fax machines, and printers
  • Ability to think critically and provide effective solutions quickly

Languages

Chinese (Mandarin)
Native or Bilingual

Timeline

Mobile Expert(Full Time Key Holder)

T-Mobile
08.2022 - Current

Customer Loyalty Representative

T-Mobile
10.2021 - 08.2022

Store Trainer

T-Mobile
11.2020 - 10.2021

Translator and Interpreter

T-Mobile
10.2019 - 11.2020

Mobile Sales Associate

T-Mobile
07.2015 - 10.2019

High School Diploma -

DalianDesheng Highschool

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Xiaochen DU