Overview
Work History
Education
Skills
Timeline
Generic

Hoang Hau Tran

NSW,NSW

Overview

19
19
years of professional experience

Work History

VS Support Officer

Vision Australia
NSW, 2250
03.2023 - Current
  • Liaised between customers and retail buyers to expedite orders and meet customer demands.
  • Supported sales team members to drive growth and development.
  • Utilized job-related software to prepare change of address records and issue service discontinuance orders.
  • Fostered positive and inclusive team culture for support staff.
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Maintained accurate records of customer interactions and service requests.
  • Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
  • Resolved complex and escalated support issues.
  • Conferred with customers by telephone or in person to provide information about products or services and take orders.
  • Promoted available products and services to customers during service, account management and order calls.
  • Worked closely with other departments such as sales, marketing and engineering teams to ensure smooth operations.
  • Resolved customer queries in a timely manner.
  • Handled escalated customer complaints promptly and professionally.
  • Collected deposits or payments and arranged for billing.
  • Reported concerns and recommendations from clients and employees to senior management.
  • Consulted with customers to gather and define requirements.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
  • Provided technical support to customers via phone, email and in-person.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Contacted customers about potential service upgrades, new services and account changes.

VS Support Officer

Vision Australia
Gosford, 2050
03.2023 - Current
  • Liaised between customers and retail buyers to expedite orders and meet customer demands.
  • Supported sales team members to drive growth and development.
  • Utilized job-related software to prepare change of address records and issue service discontinuance orders.
  • Fostered positive and inclusive team culture for support staff.
  • Determined accurate prices for customer services, consistently searching for deals and best prices.
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Maintained accurate records of customer interactions and service requests.
  • Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
  • Resolved complex and escalated support issues.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Conferred with customers by telephone or in person to provide information about products or services and take orders.
  • Strategized long-term business needs and applied customer feedback for process improvements.
  • Promoted available products and services to customers during service, account management and order calls.
  • Worked closely with other departments such as sales, marketing and engineering teams to ensure smooth operations.
  • Surpassed sales goals through implementation of successful marketing strategies.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Implemented company-wide policy changes and initiatives to improve support capabilities.
  • Resolved customer queries in a timely manner.
  • Updated system with order specifics and customer details, preferences, and billing information.

Store Manager

Australian Craft Gallery
, 2000
01.2023 - 01.2029
  • Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.
  • Monitored progress by establishing plans, budgets and measuring results.
  • Enhanced customer satisfaction and store operations through relationship building and daily problem-solving.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Prepared monthly reports on sales figures, expenses, profits.
  • Reviewed customer feedback to make operational improvements and promote satisfaction.

Optical Dispenser

Specsaver
Woy Woy, 2256
03.2022 - 03.2023
  • Kept up-to-date with latest trends in eye wear fashion through continuing education courses and industry events.
  • Inspected finished eyeglasses to conform to company's quality check process and verified proper fit to customer satisfaction.
  • Dispensed contact lenses per doctor's specifications while demonstrating proper insertion techniques to patients.
  • Inspected finished lenses for defects before delivering them to customers.
  • Pretested patients prior to optometrist examination assessing pressures, visual acuities and autorefraction.
  • Ordered contact lenses from suppliers using patient prescription information.
  • Wrote up detailed work orders specifying parameters for lenses and frames.
  • Heated, shaped, or bent metal or plastic frames to fit eyeglasses to client.
  • Instructed patients on insertion, removal, cleaning, care and proper handling of contact lenses.
  • Investigated and resolved customer complaints and adjusted and repaired customer eyewear.
  • Provided technical advice related to optical products including sunglasses, safety glasses and other vision care items.
  • Documented customer prescriptions, wrote detailed work orders and collected payments to facilitate smooth appointments.
  • Took specific facial measurements, including optical centers of eyes, pupillary distance and temple length.
  • Instructed customers on methods for adapting to glasses, proper wear and necessary care.
  • Telephoned appointment-holders on day before to confirm times, contacted no-shows, obtained insurance pre-authorization and notified patients upon eyewear availability.
  • Verified accuracy of orders prior to delivery to ensure customer satisfaction.
  • Conducted special tests such as field of vision assessment, OCTs and pachymetry.
  • Evaluated prescriptions along with clients' work and personal visual requirements.
  • Maintained accurate records of patient prescriptions, measurements and sales.
  • Demonstrated a high level of customer service by providing expert guidance throughout the selection process.
  • Adjusted and fitted eyeglass frames for proper alignment and comfort.
  • Verified finished lenses ground to prescription specifications.
  • Ensured compliance with local health regulations regarding sanitization protocols.
  • Managed daily operations including opening and closing procedures and ensuring store cleanliness.
  • Instructed customers on how to care for, insert and remove contact lenses.
  • Pulled patient insurance information, placed corrective lenses orders and checked patients in and out of appointments.
  • Managed client frame selection processes and walked through lens options.
  • Educated customers on the various lens options available and recommended appropriate lenses based on individual needs.
  • Wrote up work orders for grinding lenses and assembling eyeglasses.
  • Performed minor repairs to eyeglasses such as tightening screws, replacing nose pads or temple tips.
  • Recommended specific lenses, coatings and frames to suit individual client needs.
  • Assisted patients in selecting eyeglasses frames according to their facial features, style preferences and budget.
  • Assisted patients and customers with choice of frames to best fit budgetary requirements and style preferences.
  • Scheduled appointments, verified insurance coverage, maintained accurate patient records and assisted with preliminary testing.

Optical Dispenser/Acting Manager

Icontact Optometry
Erina , 2050
07.2021 - 07.2022
  • Scheduled appointments, verified insurance coverage, maintained accurate patient records and assisted with preliminary testing.
  • Coordinated office bookkeeping, reporting and communication with customers and vendors and maintained office equipment.
  • Kept up-to-date with latest trends in eye wear fashion through continuing education courses and industry events.
  • Instructed customers on how to care for, insert and remove contact lenses.
  • Documented customer prescriptions, wrote detailed work orders and collected payments to facilitate smooth appointments.
  • Repaired and adjusted frames to meet customer needs.
  • Developed marketing strategies aimed at increasing revenue opportunities.
  • Inspected finished lenses for defects before delivering them to customers.
  • Handled customer inquiries, complaints or disputes in a professional manner.
  • Assisted patients in selecting eyeglasses frames according to their facial features, style preferences and budget.
  • Evaluated prescriptions along with clients' work and personal visual requirements.
  • Verified finished lenses ground to prescription specifications.
  • Maintained accurate records of patient prescriptions, measurements and sales.
  • Sold and recommended eyewear products, merchandise and services in retail and clinical settings in order to drive company revenue and meet customer needs.
  • Demonstrated a high level of customer service by providing expert guidance throughout the selection process.
  • Stocked and restocked merchandise, maintained inventory, cleaned and straightened displays and entire store and processed defective, spoiled and cannibalized frames.
  • Managed client frame selection processes and walked through lens options.
  • Instructed customers on methods for adapting to glasses, proper wear and necessary care.
  • Investigated and resolved customer complaints and adjusted and repaired customer eyewear.
  • Inspected finished eyeglasses to conform to company's quality check process and verified proper fit to customer satisfaction.
  • Collected customer measurements such as bridge, eye size, temple length, seg heights, vertex distance, pupillary distance and pantoscopic tilt.
  • Provided technical advice related to optical products including sunglasses, safety glasses and other vision care items.
  • Processed payments accurately and efficiently utilizing point-of-sale systems.
  • Adjusted and fitted eyeglass frames for proper alignment and comfort.
  • Performed minor repairs to eyeglasses such as tightening screws, replacing nose pads or temple tips.
  • Wrote up work orders for grinding lenses and assembling eyeglasses.
  • Checked finished lenses for conformance to order specifications, quality and customer needs.
  • Trained new employees on company policies, practices and procedures.
  • Managed daily operations including opening and closing procedures and ensuring store cleanliness.
  • Recommended specific lenses, coatings and frames to suit individual client needs.

Optical Dispenser

Bupa
, 2113
11.2016 - 11.2021
  • Kept up-to-date with latest trends in eye wear fashion through continuing education courses and industry events.
  • Prepared detailed reports on monthly sales performance metrics.
  • Inspected finished eyeglasses to conform to company's quality check process and verified proper fit to customer satisfaction.
  • Dispensed contact lenses per doctor's specifications while demonstrating proper insertion techniques to patients.
  • Inspected finished lenses for defects before delivering them to customers.
  • Pretested patients prior to optometrist examination assessing pressures, visual acuities and autorefraction.
  • Ordered contact lenses from suppliers using patient prescription information.
  • Wrote up detailed work orders specifying parameters for lenses and frames.
  • Heated, shaped, or bent metal or plastic frames to fit eyeglasses to client.
  • Instructed patients on insertion, removal, cleaning, care and proper handling of contact lenses.
  • Investigated and resolved customer complaints and adjusted and repaired customer eyewear.
  • Provided technical advice related to optical products including sunglasses, safety glasses and other vision care items.
  • Documented customer prescriptions, wrote detailed work orders and collected payments to facilitate smooth appointments.
  • Took specific facial measurements, including optical centers of eyes, pupillary distance and temple length.
  • Instructed customers on methods for adapting to glasses, proper wear and necessary care.
  • Telephoned appointment-holders on day before to confirm times, contacted no-shows, obtained insurance pre-authorization and notified patients upon eyewear availability.
  • Verified accuracy of orders prior to delivery to ensure customer satisfaction.
  • Evaluated prescriptions along with clients' work and personal visual requirements.
  • Maintained accurate records of patient prescriptions, measurements and sales.
  • Demonstrated a high level of customer service by providing expert guidance throughout the selection process.
  • Adjusted and fitted eyeglass frames for proper alignment and comfort.
  • Verified finished lenses ground to prescription specifications.
  • Ensured compliance with local health regulations regarding sanitization protocols.
  • Supervised and contributed to training student opticians.
  • Managed daily operations including opening and closing procedures and ensuring store cleanliness.
  • Pulled patient insurance information, placed corrective lenses orders and checked patients in and out of appointments.
  • Managed client frame selection processes and walked through lens options.
  • Educated customers on the various lens options available and recommended appropriate lenses based on individual needs.
  • Wrote up work orders for grinding lenses and assembling eyeglasses.
  • Sold and recommended eyewear products, merchandise and services in retail and clinical settings in order to drive company revenue and meet customer needs.
  • Performed minor repairs to eyeglasses such as tightening screws, replacing nose pads or temple tips.
  • Recommended specific lenses, coatings and frames to suit individual client needs.
  • Assisted patients in selecting eyeglasses frames according to their facial features, style preferences and budget.
  • Assisted patients and customers with choice of frames to best fit budgetary requirements and style preferences.
  • Scheduled appointments, verified insurance coverage, maintained accurate patient records and assisted with preliminary testing.
  • Checked finished lenses for conformance to order specifications, quality and customer needs.
  • Repaired and adjusted frames to meet customer needs.
  • Maintained records of prescriptions, orders and payments.
  • Processed payments accurately and efficiently utilizing point-of-sale systems.
  • Collected customer measurements such as bridge, eye size, temple length, seg heights, vertex distance, pupillary distance and pantoscopic tilt.
  • Trained new employees on company policies, practices and procedures.
  • Handled customer inquiries, complaints or disputes in a professional manner.
  • Used hands, heat and tools to bend and shape frames to fit customer's face.

Optical Assistant

1001 Optometry
, 2113
04.2011 - 05.2013
  • Demonstrated how to properly insert and remove contact lenses.
  • Maintained smooth patient flow throughout facility, promoting efficient overall operations.
  • Cleaned and performed minor maintenance on examination equipment and glasses.
  • Determined most appropriate tools and treatments for specific eye problems.
  • Facilitated the ordering and dispensing of eyeglasses and contact lenses, ensuring timely delivery to patients.
  • Troubleshot technical issues related to optical instruments or devices.
  • Answered phone calls from potential customers inquiring about services offered by the practice.
  • Documented patient care by charting patient condition and treatment in records.

Administration/artwork Assistane

Global Wholesaler
, 2072
03.2010 - 03.2011
  • Participated in credit and collections activities.
  • Stocked inventory and ordered office and kitchen supplies.
  • Monitored office services mailbox for business support needs and requests.
  • Received and distributed mail, letters and packages.
  • Greeted visitors, clients and guests in a professional manner.
  • Answered phones and routed voicemails to respective employees.
  • Ensured office equipment was operational, stocked with supplies and maintained in a clean condition.
  • Developed positive relationships with internal customers through effective communication techniques.
  • Assisted organizational efforts by filing, entering data and answering phones.
  • Coordinated support to facilitate general office operations.
  • Scheduled service and changed and ordered toner to keep printers and copiers functioning.
  • Maintained positive working relationship with fellow staff and management.
  • Answered incoming calls, responded to emails, faxes and other inquiries from customers and vendors.
  • Answered incoming calls and directed them to appropriate personnel or departments.
  • Scheduled meetings, appointments and travel arrangements for staff members.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Worked effectively in team environments to make the workplace more productive.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
  • Completed day-to-day duties accurately and efficiently.

Education

Undergraduate in Psychology - Health Science

Curtin University
Online
02-2025

Cert IV in Optical Dispensing - Optical

TAFE NSW
NSW
01-2018

Skills

  • Client service
  • Technical support
  • Teamwork and collaboration
  • Communications support
  • Quality controls
  • Performance evaluations
  • Work Planning and Prioritization
  • [Language] fluency
  • Customer service understanding
  • Verbal and written communication
  • Client retention
  • Support services
  • Policy enforcement
  • Problem-solving
  • Customer service expertise

Timeline

VS Support Officer

Vision Australia
03.2023 - Current

VS Support Officer

Vision Australia
03.2023 - Current

Store Manager

Australian Craft Gallery
01.2023 - 01.2029

Optical Dispenser

Specsaver
03.2022 - 03.2023

Optical Dispenser/Acting Manager

Icontact Optometry
07.2021 - 07.2022

Optical Dispenser

Bupa
11.2016 - 11.2021

Optical Assistant

1001 Optometry
04.2011 - 05.2013

Administration/artwork Assistane

Global Wholesaler
03.2010 - 03.2011

Undergraduate in Psychology - Health Science

Curtin University

Cert IV in Optical Dispensing - Optical

TAFE NSW

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Hoang Hau Tran