Jason Kim: B2B Happiness Delivery / Customer Service Coach in Los Angeles, CA

• 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

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%

• 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%

• 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