HONG NGOC PHAM

Established and sustained independent e-commerce retail business, achieving consistent revenue growth over ten years.

Oversaw logistics and inventory management, including sourcing, packing, and distribution processes.

Resolved complex transaction and shipping disputes to strengthen customer relations.

Balanced financial tracking with consumer inquiries to ensure timely responses under tight deadlines.

• Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
• Maintained professionalism while managing high call volumes during peak hours.
• Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
• Resolved complaints through active listening and problem-solving techniques.
• Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
• Performed follow-up calls to ensure satisfactory resolution of customer inquiries.

• Delivered high level of customer service to patrons using active listening and engagement skills.
• Handled customer complaints with empathy and professionalism for resolution.
• Assisted customers with product inquiries, enhancing their shopping experience.
• Helped customers find specific products, answered questions, and offered product advice.
• Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
• Ensured cleanliness and organization of checkout area for a welcoming environment.
• Collaborated with team members to ensure smooth store operations daily.