James Theodore Yu
Manila
Summary
Versatile Customer Support Manager highly effective at conflict resolution and persuasive communication. Knowledgeable about quality assurance and training to support and set up teams for success. Hardworking and reliable with excellent attention to detail to manage processes and timelines to accomplish tasks.
Motivated professional focused on streamlining service procedures and maximizing team productivity. Consistent in satisfying customers, building loyalty and driving retention processes. Demonstrates superb judgment in balancing customer, employee, and company objectives.
Personable and dedicated customer service manger with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
24
24
years of professional experience
Work History
Customer Care Manager
J and E Jewelry Store
Manila City
06.2001 - Current
- Ensured compliance with applicable laws related to consumer protection.
- Identified potential opportunities for cross-selling or upselling services or products to customers.
- Maintained up-to-date knowledge of company products and services, promotions, pricing plans.
- Responded proactively to inquiries from regulatory agencies regarding consumer complaints.
- Implemented strategies to improve customer experience, retention, and loyalty.
- Documented all interactions between customers and personnel in order to track progress.
- Assessed customer feedback to identify areas for improvement in service delivery.
- Developed strategies for resolving escalated issues quickly while providing satisfactory outcomes.
- Designed initiatives aimed at increasing customer engagement with the company's services or products.
- Evaluated existing processes and procedures for efficiency improvements.
- Actively participated in team meetings to discuss current projects or initiatives.
- Analyzed trends in customer inquiries and developed solutions for common issues.
- Coordinated with the marketing team to develop campaigns that increased brand awareness amongst customers.
- Reviewed customer satisfaction surveys to determine areas needing attention.
- Prepared documentation, reports, and logs to identify and manage sales metrics and support process driven activities.
- Created comprehensive and reliable customer loyalty programs.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Reviewed completed work to verify consistency, quality, and conformance.
- Delegated work to staff, setting priorities and goals.
Proprietor
JG PLAZA BUILDING
Manila City
01.2000 - Current
- Managed inventory levels to ensure adequate stock while controlling costs associated with ordering more than necessary.
- Implemented cost-saving measures throughout the organization in order to reduce overhead expenses.
- Performed regular maintenance of facility grounds and equipment in order to maintain a safe work environment.
- Negotiated contracts with vendors for supplies, equipment, and other resources needed for daily operations.
- Maintained records of employee attendance, payroll information, time off requests.
- Prepared financial statements, budgets, and forecasts for business operations.
- Provided exceptional customer service by responding promptly to inquiries and complaints.
- Established relationships with vendors to ensure timely delivery of merchandise at competitive prices.
- Researched potential competitors' pricing structure in order to adjust prices accordingly.
- Recruited qualified personnel through job postings, interviews, background checks.
- Ensured compliance with all applicable laws including labor laws and safety regulations.
- Conducted performance reviews with employees in order to identify areas of improvement as well as recognize outstanding achievements.
- Scheduled staff shifts according to demand patterns in order to maximize efficiency and productivity.
- Set pricing structures according to market analytics and emerging trends.
- Kept building areas organized and functional to promote business productivity and deliver professional appeal to customers.
- Built company from scratch by establishing plans, sourcing funding, and hiring team members.
- Trained, coached and mentored employees to facilitate safety and consistent quality of work.
- Negotiated contracts and agreements to secure advantageous terms.
- Managed daily operations, including inventory control, vendor negotiations, and product pricing.
- Established and maintained relationships with suppliers, clients, and other business partners.
- Streamlined operational processes to increase efficiency and reduce costs.
- Conducted market research to identify trends, opportunities, and competitive threats.
- Managed crisis situations, resolving issues promptly to minimize impact on business.
- Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
- Recruited, trained, and supervised staff, fostering a productive and positive work environment.
- Ensured compliance with local, state, and federal regulations affecting business operations.
- Coordinated logistics and supply chain management for product distribution.
- Studied business laws to comply with legal and administrative requirements.
- Maintained accurate and complete records of all business transactions and interactions.
- Formed and sustained strategic relationships with clients.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Delegated work to staff, setting priorities and goals.
- Prepared staff work schedules and assigned team members to specific duties.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
Education
Bachelor of Science -
De La Salle University - College of St. Benilde
Manila City Philippines 06-1998
High School Diploma -
SAN BEDA COLLEGE
Manila City Philippines 06-1990
Skills
- Team Management
- Research and due diligence
- Schedule Management
- Escalation management
- Strong leadership
- Delegation and Supervision
- Cross-Functional Collaboration
- Staff Mentoring
- Training and mentoring
- Customer Relations
- Training programs
- Process Improvement
- Policy administration
- Emergency Response
- Business Administration
- Human Resources Management
- Staff Management
- Employee Development
- Customer Service
- Brand Management
- Business Development
- Relationship Building
- Active Listening
- Team Collaboration
- Professionalism
- Lead Generation
- Task Delegation
- Problem-solving aptitude
- Positive Attitude
- Organizational Skills
- Adaptability and Flexibility
- Problem Resolution
- MS Office
- Documentation And Reporting
- Performance Evaluations
- Good Judgment
- Employee Coaching and Mentoring
- Customer Relationship Management
- Preventive Maintenance
- Effective Communication
- Decision-Making
- Staff Development
- Goal Setting
- Attention to Detail
- Team Development
- Problem-Solving
- Negotiation and Conflict Resolution
Languages
English
First Language
Spanish
Beginner
A1
Timeline
Customer Care Manager
J and E Jewelry Store
06.2001 - Current
Proprietor
JG PLAZA BUILDING
01.2000 - Current
Bachelor of Science -
De La Salle University - College of St. Benilde
High School Diploma -
SAN BEDA COLLEGE