Cheryl Tan
@cheryltan
Customer Care Manager transforming KPIs, pricing accuracy, and customer resolution into measurable growth.
United StatesWhat I'm looking for
I’m a Customer Care Manager who leads service teams with a performance mindset—driving action plans, coaching, and daily metric reviews to improve productivity, quality, and service levels. In my most recent role, I managed a customer service team of 7, grew it to 13, and closed on average 100 cases/day through escalation support and first-contact resolution.
Before leadership, I built pricing strength as a Pricing Analyst II, generating quotations that balanced profitability, cost, and lead time, while maintaining accurate pricing data in business systems. Earlier in my career, I owned end-to-end order lifecycle management, handled complex customer inquiries, coordinated returns and claims, and supported technical troubleshooting—turning customer needs into clear, operational outcomes.
Experience
Work history, roles, and key accomplishments
Led and grew a customer service team from 7 to 13 agents, driving KPI execution and action plans while closing ~100 cases per day. Provided real-time escalation support and coaching (including email QA and development plans) to improve first-contact resolution and customer satisfaction, while supporting workforce planning, recruitment, and cross-functional issue resolution.
Analyzed and generated quotations for domestic distributors by balancing profitability, costs, and lead times in coordination with customer care, engineering, manufacturing, and sales. Maintained pricing data and quote history in business systems, handled rush/special orders, and interpreted mechanical blueprints to price complex parts, supporting annual price increase activities.
Customer Service Representative
Emerson Electric Asia / Regal Rexnord
Nov 2007 - Feb 2021 (13 years 3 months)
Managed end-to-end order lifecycle (entry, processing, maintenance, releases, cancellations, and back-orders) and handled customer inquiries via phone, email, and chat. Coordinated with sales, logistics, warehouses, and distributors to resolve order issues, process returns/credits/claims, produce backorder reports, support freight/shipping requirements, and provide basic technical troubleshooting
Education
Degrees, certifications, and relevant coursework
St. Scholastica’s College
Bachelor of Arts in Mass Communication, Mass Communication
Activities and societies: Minor in Advertising; completed 3 years.
Bachelor of Arts in Mass Communication with a minor in Advertising; completed three years of the program.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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