Jason Kim: B2B Happiness Delivery / Customer Service Coach in Los Angeles, CA
Jason Kim
B2B Happiness Delivery / Customer Service Coach
Los Angeles | United States
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Summary
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Work experience
ON INC
B2B Happiness Delivery / Customer Service Coach | 08/2021 - Current
• Train and coach a team of 6-8 customer service representatives to resolve over 300+ cases a week
• Improved phone service level by 20% by hiring and training representatives to service peak hours and ensured
all inquiries were being resolved
• Developed a training curriculum to educate new team members on company culture, operations, and SOP's
COLUMBIA SPORTSWEAR COMPANY
Retail Supervisor | 11/2019 - 02/2021
Supervised a company-branded retail store, fostering a positive sales culture and delivering a consistent, high-
quality customer experience that always received 100% secret shopping rating
• Gathered customer insights and data to assist in merchandising the sales floor and communicate product
demand with regional merchant team to continuously improve sales, sell-through, conversion, and other KPI's
• Utilized daily goal setting techniques for associates using sales data that improved units per transaction and conversion rates for the company's customer loyalty program by 10%
BIOHAZARD INC/RYL INC
Warehouse Operations Manager | 10/2016 - 07/2019
• Optimized pick and pack efficiency for multiple warehouses, improving average order fulfillment time by 30%
• Analyzed inventory levels and historical data to forecast and assist in purchasing decisions to replenish
inventory, raw materials, and to ensure adequate supply levels for seasonal demands
• Implemented quality control procedures in the fulfillment processes, reducing damaged returns by over 50%
OUR FASHION VINA
Production Supervisor | 02/2016 - 10/2016
• Supervised production lines in a foreign factory to ensure production was on schedule to meet deadlines
• Utilized tech packs to ensure products were meeting accurate specifications and customers' quality standards
• Collaborated with interpreters to communicate production needs and expectations
• Inspected raw materials and finished goods for best quality control practices
Education history
CALIFORNIA STATE UNIVERSITY OF LOS ANGELES
Bachelor of Science in Business Administration
PORTLAND STATE UNIVERSITY
Graduate Certificate
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