Trainee Product Designer
Service NSW
07.2022 - Current
Hi, I’m
Annie Hoang
Sydney,NSW
Summary
Collaborative product designer with extensive experience in customer facing roles; subject matter expert of Service NSW transactions, products and customer base. Driving user-centric designs by utilizing GEL to facilitate and support human interactions through the proof of identity process. Passionate about creating inclusive and accessible interfaces for all users, based on research insights and WCAG guidelines.
Work History
Service NSW
Trainee Product Designer
07.2022 - Current
Job overview
- Developing design thinking and evidence driven decision making by engaging with senior designers and leveraging their expertise.
- Pre-empted migration of design files from Sketch to Figma and implemented new organisational and naming protocols.
- Rebuilding of Figma screens and flows to ensure maximum automation and shareability to improve our ways of working within team and cross-portfolio.
- Maintaining cohesive design quality across Identity Assurance products by adhering to GEL guidelines.
- Performed usability testing interviews, documented insights and applied feedback and recommendations to future iterations of our product.
- Supporting continued documentation efforts via Confluence and SharePoint.
- Paired with engineers on accessibility focused product testing and enhancements using 'Accessibility Insights for Web' tool, to bring Identity Assurance screens up to WCAG Level A compliance.
Service NSW
Customer Service Representative
01.2022 - 06.2022
Job overview
- Gained in-depth understanding of Service NSW transactions and gaps in both over the counter and digital spaces.
- Actively listened to customers, handled concerns quickly and escalated major issues through required channels.
- Promoted and demonstrated empathy by adapting and addressing customer concerns with respect.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Service NSW
Acting Concierge
06.2021 - 10.2021
Job overview
- Managed daily operations of concierge desk and customer flows to ensure digital and counter teams met their SLA's and KPI's.
- Trained new personnel regarding company operations, policies and services.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Service NSW
Digital Service Representative
10.2020 - 07.2022
Job overview
- Expert in completing digital transactions, promoting digital migration, and providing detailed receipts.
- Operated in a dynamic, high-volume environment to provide skilled assistance to a diverse community.
- Sharing transaction methods with team members for operational efficiency.
- Maintained productivity and quality standards at all times.
Dnata
China Southern Gate Supervisor
12.2018 - 10.2019
Job overview
- Operated digital systems, ensured safety regulations, and managed passenger onboarding and offloading.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Skilled at working independently and collaboratively in a team environment.
- Used critical thinking to break down problems, evaluate solutions and make timely decisions, in a demanding and fast paced environment.
Dnata
Singapore Airlines Gate Supervisor
12.2016 - 10.2018
Job overview
- Demonstrated multitasking and time management skills in a fast-paced airport environment.
- Monitored gate areas and addressed security situations with all relevant personnel
- Cultivated effective communication habits: relaying information quickly and thoroughly to numerous teams via radio channels.
- Produced and shared customer service reports to support management decision-making.
- Managed time efficiently and prioritised tasks effectively to ensure timely departure of all flights and proved ability at minimising turn around flight delays.
Education
ARC Training
from Certificate III in Customer Engagement
2017
University of New South Wales
Bachelor of Arts from Psychology & Asian Studies
2016
Skills
- Extensive customer knowledge from frontline experience
- Design processes
- Human centred design thinking
- Accessibility focused
- Evidence driven decision making
- Wireframing and prototyping
- User experience testing, 1:1 interviews
- Synthesize data and derive insights
Timeline
Customer Service Representative
Service NSW
01.2022 - 06.2022
Acting Concierge
Service NSW
06.2021 - 10.2021
Digital Service Representative
Service NSW
10.2020 - 07.2022
China Southern Gate Supervisor
Dnata
12.2018 - 10.2019
Singapore Airlines Gate Supervisor
Dnata
12.2016 - 10.2018
ARC Training
from Certificate III in Customer Engagement
University of New South Wales
Bachelor of Arts from Psychology & Asian Studies
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