ANDY NGUYEN

Main Responsibilities:

• Servicing customer queries via the inbound contact center, addressing billing, metering, technical, and miscellaneous inquiries.
• Amending invoices and managing the maintenance of customer accounts.
• Case-managing customer complaints to ensure resolution and satisfaction.
• Regularly handling escalation calls for complex complaints.

Additional Achievements and Responsibilities:

• Selected for a 6-week secondment as a team leader.
• Managing team statistics and rostering to ensure operational efficiency.
• Training and mentoring new hires during their probation period.

• Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
• Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
• Documented customer correspondence in CRM to track requests, problems and solutions.
• Upheld quality control policies and procedures to increase customer satisfaction.
• Trained new hires on products and services, best practices and protocols to reduce process gaps.

• Supervised supply and mobility operations and special projects.
• Supervised deployment planning and tasking.
• Identified and resolved complex problems impacting operations management and business direction.
• Monitored and documented program, staff and leadership actions and drafted update reports for senior leaders.
• Established and enforced successful operational policies to strengthen team productivity while empowering individual staff to independently handle job tasks.
• Assisted team with timely and accurate administrative work covering multiple remote sites.
• Managed projects in alignment with time, budget and quality requirements.
• Set appointments and managed meeting schedule.
• Updated and successfully cleared high volume of files daily with reliable accuracy.

• Managed warehouse stock and equipment inventory, kept levels up to meet customer needs and tracked and recorded inventory spending and product flow.
• Loaded and unloaded shipments and moved products to assigned warehouse locations manually or used forklift or pallet jack and focused on easy retrievability for customer orders.
• Monitored work areas for cleanliness and functionality and removed obstacles for safety.
• Tracked inventory and conducted cycle counts to maintain accurate records.
• Stored items in orderly and accessible manner in warehouse tool rooms, supply rooms, or other areas.

• Intern learning in both the company’s IT Infrastructure and Service group and Architecture Drawing team.
• Compiled, modeled and reported on data for staff members as directed.