Duy Pham
Melbourne
Summary
Dynamic leader with a proven track record at ORIGIN ENERGY, enhancing operational efficiency and customer satisfaction. Skilled in operations management and fostering a collaborative mindset, I led teams to implement process improvements, significantly boosting business performance. Expert in staff development and compliance management, my approach resulted in heightened team productivity and engagement.
Professional in customer operations with strong focus on team collaboration and achieving results. Adept at managing customer relationships, streamlining processes, and improving service delivery. Reliable and flexible, able to adapt to changing needs and contribute to organizational success. Skilled in problem-solving, communication, and leadership.
Overview
15
15
years of professional experience
Work History
Customer Operations Leader
ORIGIN ENERGY - Gas and Electricity
08.2017 - Current
- Led projects and implementations of internal processes, methodologies and tools to improve business performance.
- Enhanced customer satisfaction by implementing efficient operational processes and addressing customer concerns promptly.
- Conducted regular performance reviews of direct reports to identify strengths as well as areas requiring additional coaching or mentoring.
- Championed best practices for managing escalations by effectively resolving high-priority issues with minimal impact on customer experience.
- Promoted a culture of continuous improvement by encouraging feedback from staff members and taking action on their suggestions, fostering employee engagement and motivation.
- Led regular team meetings to review performance metrics, discuss upcoming initiatives or changes in procedures, fostering open communication among staff members.
- Implemented quality control measures to ensure accuracy in all customer interactions, reducing errors and enhancing satisfaction rates.
- Managed daily workflow of the customer support team, ensuring timely response and resolution of customer inquiries.
Restaurant Manager
Sapa Rivers Restaurant
01.2010 - 05.2017
- Managed daily operations to ensure a high level of efficiency, consistency, and quality in both food and service.
- Carefully interviewed, selected, trained, and supervised staff.
- Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
- Reconciled cash and credit card transactions to maintain accurate records.
Education
High School Diploma -
Aquinas College
Melbourne, VIC01-2003
Skills
- Operational efficiency
- Client satisfaction
- Collaborative mindset
- Compliance management
- Staff development
- Time management
- Team leadership
- Decision-making
- Self motivation
- Operations management
Languages
Vietnamese
Native or Bilingual
Timeline
Customer Operations Leader
ORIGIN ENERGY - Gas and Electricity
08.2017 - Current
Restaurant Manager
Sapa Rivers Restaurant
01.2010 - 05.2017
High School Diploma -
Aquinas College
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