CHIAFANG HOU
高雄市
Summary
Knowledgeable and dedicated customer service professional with extensive experience in service 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
13
13
years of professional experience
Work History
Customer Service Representative
Avantice
12.2018 - Current
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Tracked customer service cases and updated service software with customer information.
- Handled customer inquiries and suggestions courteously and professionally.
- Provided primary customer support to internal and external customers.
- Implemented and developed customer service training processes.
- Met customer call guidelines for service levels, handle time and productivity.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Sales 門市人員(店長)
Taiwan Mobile
3 2015 - 3 2018
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Coordinated with other departments to provide smooth execution of sales initiatives.
- Improved productivity of customer service team by leading training initiatives and revamping schedules.
- Generated detailed reports highlighting team achievements as well as areas requiring further attention or improvement efforts.
- Worked jointly with team members to assist with closing sales, cross-selling and upselling of products and services.
- Provided leadership, guidance and direction to sales team members, offering assistance with any need at any time.
- Mentored junior staff members, fostering professional development and career progression within the organization.
- Scheduled and monitored sales team members' workloads to meet customer needs.
- Created employee schedules to align coverage with forecasted demands.
- Facilitated regular team meetings to discuss challenges, successes and strategies.
- Trained team members in successful strategies to meet operational and sales targets.
- Communicated customer feedback and complaints to team members to promote proper resolution.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Conducted regular performance evaluations, identifying areas for improvement and implementing necessary action plans.
Salesperson
顆粒國際股份有限公司
09.2014 - 02.2015
- Achieved or exceeded company-defined sales quotas.
- Managed key accounts in order to maintain strong relationships with top-tier clients.
- Asked open-ended questions to determine needs and assisted customers in selecting appropriate merchandise.
- Informed customers of promotions to increase sales productivity and volume.
- Increased sales and customer satisfaction through personalized servicing.
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
Call Center 電話客服
中華電信派遣行動客服
04.2011 - 08.2014
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Responded proactively and positively to rapid change.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Delivered prompt service to prioritize customer needs.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
Education
私立輔英科技大學(台灣)
undefined
私立育英醫護管理專科學校(台灣)
Skills
Prioritization
Written Communication
Database Management
Oracle EnterpriseOne
Problem-solving aptitude
Active Listening
Multi-Line Phone Systems
Teamwork and Collaboration
Other Information
35000, 45000, 9/5
Language Abilities
- (日文), 基礎, 基礎
Computer Knowledge And Other Skills
SPA護理知識、預防保護之護理措施、業績目標分配與績效達成、業績與管理報表撰寫、執行靜脈或肌肉注射相關作業、護理指導及諮詢、客訴案件處理、精油芳香療法知識、櫃檯門市接待與需求服務、精油舒壓按摩技巧、櫃台服務與文具伙食供應管理、各式按摩臨床應用、協同專科醫師進行會診或轉診、產品介紹及解說銷售、了解皮膚構造與特性、客戶資料更新維護、進行身心功能及障礙程度評估
證照資格：
CPR證照、普考護士執照、國際澳洲芳療師 初階、美國NAHA國家整體芳療協會芳香療法師、護士執照,CPR證書,急救員證書,ICIM,NAHA,INHA
Chinese Name
侯嘉芳
English Name
NICOLE
Skype Id
Arr365p
Wechat Id
Nicole760720
Personal Information
- Height: 168cm
- Weight: 72 kg
- Date of Birth: 07/20/87
- Gender: FEMALE
- Nationality: TAIWAN
Timeline
Customer Service Representative
Avantice
12.2018 - Current
Salesperson
顆粒國際股份有限公司
09.2014 - 02.2015
Call Center 電話客服
中華電信派遣行動客服
04.2011 - 08.2014
Sales 門市人員(店長)
Taiwan Mobile
3 2015 - 3 2018
私立輔英科技大學(台灣)
undefined
私立育英醫護管理專科學校(台灣)