Her Pao Lee
St. Paul
Summary
Dynamic customer service specialist with a proven track record at the MN Department of Natural Resources, adept at conflict resolution and documentation. Enhanced customer satisfaction through effective communication and compliance with regulations. Skilled in processing applications and managing high call volumes, ensuring prompt issue resolution and fostering positive client relationships.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Customer Service Specialist
MN Department of Natural Resources
10.2023 - Current
- Resolved customer inquiries regarding natural resource regulations and permits efficiently.
- Processed applications for watercraft titles, ensuring compliance with departmental guidelines.
- Conducted follow-up communications to ensure resolution of customer issues and feedback collection.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Identified and resolved discrepancies and errors in customer accounts.
Realtor
Empire Realty, LLC
05.2006 - 03.2021
- Guided clients through buying and selling processes, ensuring informed decision-making and satisfaction.
- Developed marketing strategies utilizing social media platforms to enhance property visibility and engagement.
- Negotiated contracts effectively, securing favorable terms for clients while maintaining compliance with real estate regulations.
- Conducted market analysis to determine competitive pricing, resulting in optimized listings and faster sales cycles.
- Established strong relationships with local vendors, enhancing service offerings for clients during transactions.
- Built lasting relationships with clients through excellent communication, personalized service, and dedication to their needs.
- Developed strong knowledge of local market conditions, allowing for accurate pricing strategies and targeted marketing efforts.
- Collaborated with other agents to ensure timely closings and successful transactions for all parties involved.
- Provided expert advice on property values, guiding clients to make informed decisions when buying or selling homes.
- Ensured compliance with federal/state laws regulating real estate transactions.
School Bus Driver / Trainer
First Student Transportation
12.1998 - 03.2021
- Developed and delivered training programs for new bus drivers, enhancing safety and operational compliance.
- Conducted performance evaluations to assess driving skills and adherence to safety protocols.
- Facilitated workshops on defensive driving techniques and emergency response procedures.
- Monitored trainee progress, providing constructive feedback to improve driving competencies.
- Implemented best practices for student safety during loading and unloading processes.
- Assisted in reviewing incident reports, identifying trends, and recommending corrective actions for safety improvements.
- Enhanced driver safety by conducting comprehensive training sessions on defensive driving techniques and emergency procedures.
- Strengthened relationships between drivers and schools by coordinating joint safety events, including evacuation drills and transportation forums..
- Improved trainee performance by providing constructive feedback and personalized coaching during practice drives.
- Maintained regulatory compliance documentation to promote safety and compliance culture.
- Conducted new hire training on multiple routes with preferred work methods and safety.
- Contributed to incident reviews and investigated field occurrences to report to supervisor.
Education
No Degree - Information Technology & Security Administration
MyComputerCareer
Columbus, OH06-2022
GED -
Hubb Center
Saint Paul, MN06-1997
Skills
- Customer service
- Good communication skills
- Call center experience
- Excellent written and oral communication
- Telephone etiquette
- Conflict mediation
- Administrative support
- Documentation
- Conflict resolution
- Product knowledge
- Paperwork processing
- Sales closing
Certification
Microsoft Azure Fundamentals Certified
Languages
Hmong
Native or Bilingual
Timeline
Customer Service Specialist
MN Department of Natural Resources
10.2023 - Current
Realtor
Empire Realty, LLC
05.2006 - 03.2021
School Bus Driver / Trainer
First Student Transportation
12.1998 - 03.2021
No Degree - Information Technology & Security Administration
MyComputerCareer
GED -
Hubb Center