Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Generic

Johnny Khem

Midlothian

Summary

Dynamic Customer Service Manager with a proven track record at Northeast Battery, excelling in customer engagement and effective problem resolution. Skilled in employee training and team development, I successfully reduced customer complaints and enhanced team productivity through innovative incentive programs and performance monitoring. Proficient in Microsoft Office, I foster collaborative teamwork to drive results.

Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations.

Motivated professional well-versed in building productive relationships, resolving complex issues, and winning customer loyalty. Brings 17plus-year background maintaining customer satisfaction and contributing to company success.

Overview

22
22
years of professional experience
1
1
Certification

Work History

Customer Service Manager

Northeast Battery
09.2007 - 05.2025
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Followed through with client requests to resolve problems.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
  • Increased team productivity by providing ongoing training and support to customer service representatives.
  • Designed incentive programs to motivate staff and improve service levels.

Machine Operator

Affordable Interior Systems Inc.
01.2003 - 06.2006
  • Followed detailed instructions to operate machines with accuracy and produce quality products.
  • Set up and adjusted equipment and properly configured machines for daily operation.
  • Complied with company and OSHA safety rules and regulations.
  • Trained new employees on proper machine operation, ensuring adherence to company standards and safety guidelines.
  • Operated various types of machinery, contributing to the successful completion of diverse projects.
  • Calibrated, tested, and adjusted machine settings or controls in preparation for production operations.
  • Enhanced operational efficiency, organizing workstations for maximum productivity.

Education

Associate of Applied Business - Business of Science

Quinsigamond Community College
Worcester, MA
05-2005

Skills

  • Customer engagement
  • Effective problem resolution
  • Microsoft outlook, word, and Excel
  • Customer-centric
  • Employee training
  • Strong time management abilities
  • Team development and leadership
  • Customer relationship management (CRM)
  • Microsoft Office proficiency
  • Project workflow oversight
  • Performance metric monitoring
  • Collaborative teamwork across functions
  • Employee training

Accomplishments

  • Supervised team of 8 staff members.

Certification

  • CPM - Certified Professional Manager


Languages

Cambodian
Native or Bilingual

Timeline

Customer Service Manager

Northeast Battery
09.2007 - 05.2025

Machine Operator

Affordable Interior Systems Inc.
01.2003 - 06.2006

Associate of Applied Business - Business of Science

Quinsigamond Community College

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Johnny Khem