Pearly Chiang Email & Phone Number

United States

Remote

- Highest point of escalation for all issues relating to company’s product and services- Provided technical support for clients, resolving issues at a 100% rate- Assisted customers to better understand managerial accounting basics and other manufacturing processes and its relation to the company’s software- Trained new Software support specialist employees in how to receive customer calls and industry’s best practices of customer relations- Organize and maintained a clean customer queue with highly detailed call notes- Providing successful solutions in a polite manner using active listening to ensure excellent quality customer service- Received an average 95%+ customer satisfaction rating to date- Research complicated cases without prompting to provide more comprehensive service to customers- Recognized as the company’s fastest to be promoted to Level 2 from a Level 1 (Six months)- Recommend products and service solutions to meet the need of the client- Managed software release versioning documentation in which the support team relies on to resolve issues present in previous builds- Provide continuous internal guidance and advanced training on different methods of software use to increase awareness as well as methods of client support- Managed all aspects of the defect submissions which includes research and documentation as well as approved and finalized all submissions before submitting to Quality Assurance and Development teams for improvement- Trained internal teams post defect resolution on the new handling and operating methods as well as standardizing support responses- Lead strategic defect meetings from a support perspective with Quality Assurance, Development and product owners to guide product enhancement

Torrington, Connecticut, United States

- Managing a multi-line phone queue and supporting customers with any issues they may have- Handle 90+ calls daily, with duties including signing up new customers, retrieving customer data, presenting relevant product information, processing payments, and canceling services- Provided excellent customer service through successful solutions to any questions or concerns- Train new employees in data entry, how to converse with customers and new technologies- Billing and creating invoices for customers on town’s water board- Scheduled appointments and routine services and reporting any service issues or requests- Generated and processed payment and service agreements- Organizing and filing away important documents and folders- Assisted the managers in the Communications and Public Relations department with various administrative tasks

Torrington, Connecticut, United States

Provided both floor and back office operational support- Performed secretarial duties such as, but not limited to, answering a multi-line phone system, sorting mail, transferring calls,- Ensured quality assurance of products produced by ensuring products meet precise measurements within tolerances- Managed job safety and health standards, regulations and protocols; was one of the resolution personnel on the Safety Committee- Managed and maintained compliance with OSHA regulations and requirements- Assisted in inventory management and reporting for the manufacturing process- Managed workflow to ensure products meets daily, weekly, monthly quotas and goals- Executed many processes for the manufacturing process for creating fuel cells- Operated heavy machinery and manufactured parts for fuel cells- General to administrative support wherever is needed

Showroom Management- Managed the whole showroom in the Living Room and Storage Departments- Ensured all damaged or stolen pieces have been reported and replaced- Performed routine inspections to ensure that products meet company standards and environment is free from any hazards to customers- Recognized in providing exceptional customer service through assisting customers plan their ideas and successful upselling through recommendations- Maintained accuracy of stock and labels- Communicated with other departments to facilitate updates that the showroom may have- Trained new showroom associates using the Ikea methodology, standards, and best practices.- Supported showroom associates to provide excellent customer servicePost-Sales Representative- Provided excellent ongoing customer service solutions to any product or service issues through many customer channels (in person, phone, and email correspondents)- Provided solutions through upselling customers on similar products or parts to meet their needs- Sourced parts and managed the delivery process and inventory- Processed returns and generated receipts and invoicesRelief Associate- Role also includes, but not limited to cashiering duties, cash balancing, operating cash registers, collecting payment, and having a thorough understanding of company’s products and policies- Manage cashier associates’ break schedule, hours, and covering ability- Compile reports on cashier associates, their clocking hours, break times, and covering schedules- Trained all new cashier associates on the Ikea registers- Developed a reputation for prompt, efficient service with a high level of accuracy- Responsible for solving customer complaints and providing solutions

Hamilton, Oh

Provided customer service through the use of a multi-line phone system to process voter registrations over the phone as well as data entry with paper submissions. Provided support through election time by organizing supplies for polling locations and answering questions on the phone.

Bachelor Of Arts (B.A.), Communication And Media Studies

Activities and Societies: Students Toward Educational Progress Chinese Undergraduate Student Association Japanese Media Society.

Education record