Summary
Overview
Work History
Education
Skills
Timeline
Generic

Joseph Duong

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviours, understanding customer desires, ad providing customised solutions to build loyalty. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.

Overview

2026
2026
years of professional experience

Work History

Customer Solutions Specialist

‎ Accesso
01.2019 - Current
  • Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
  • Managed high call volume while maintaining a courteous and professional demeanour.
  • Collaborated with team members to create effective strategies for improving overall customer experience.
  • Increased customer retention rates by providing exceptional problem-solving skills and personalised solutions.
  • Monitored quality assurance metrics regularly, identifying opportunities for personal growth and development within the role.
  • Tracked customer interactions using CRM software, helping the team identify trends and areas of improvement in service delivery.
  • Responded to customer requests for products, services, and company information.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
  • Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.

IT Support Specialist

‎ Fuji Xerox Data Management Solutions
  • Created help desk tickets, troubleshot and resolved desktop issues.
  • Used ticketing systems to manage and process support actions and requests.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Optimised network performance with regular maintenance checks, software updates, and hardware upgrades.
  • Provided remote support for off-site employees, resolving issues quickly without sacrificing job performance.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Managed backup and recovery of data assets to safeguard system availability.
  • Maintained documentation of IT systems, processes, and procedures for easy reference by the team members.
  • Collaborated with cross-functional teams to ensure seamless IT support during major company initiatives.
  • Participated in after-hours on-call rotations providing continuous coverage for urgent technical matters affecting the organisation.
  • Managed high levels of call flow and responded to technical support needs.
  • Monitored system performance to identify potential issues.
  • Maintained servers and systems to keep networks fully operational during peak periods.

Production Planner

‎ ‎ Fuji Xerox Data Management Solutions
  • Developed production schedules according to deadlines for existing orders and sales forecasting.
  • Coordinated material procurement efforts, ensuring on-time availability of components for uninterrupted production cycles.
  • Worked directly with production personnel to resolve production scheduling issues and conflicts.
  • Planned and established production schedules and optimised control levels for diversified manufacturing operations.
  • Developed, released and monitored daily schedules to foster on-time completion of finished products.
  • Reviewed inventories, tracked production statuses and ordered materials to foster consistent availability and production schedule adherence.
  • Presented updated order and production status reports to sales staff and management.
  • Managed change requests effectively, balancing priorities while minimising disruptions to ongoing operations.
  • Engaged in both long and short-term project planning, strategising for on-time, high-quality deliverables.
  • Created production forecasting plans utilising Excel spreadsheet tools and input from production and management teams.
  • Analysed capacity constraints for optimal resource allocation, maximising throughput while minimising costs.
  • Directed materials planning and team performance to support company initiatives and goals.
  • Planned production schedules, taking employee production rates, company needs and seasonal changes into account.

Service Delivery Lead

‎ ‎ Fuji Xerox Data Management Solutions
  • Developed strong relationships with clients, resulting in increased repeat business and referrals.
  • Ensured compliance with industry standards and regulations through rigorous quality control measures.
  • Negotiated contracts with vendors to secure competitive pricing while maintaining quality standards in service delivery.
  • Led cross-functional teams to deliver complex projects on time and within budget constraints.
  • Collaborated with stakeholders to define project requirements and set realistic expectations for service delivery outcomes.
  • Identified opportunities for growth by staying abreast of industry trends and emerging technologies in the field of service delivery management.
  • Implemented new technologies to automate repetitive tasks, increasing overall productivity.
  • Served as the primary point of contact for clients, addressing concerns promptly and professionally.
  • Achieved high levels of customer satisfaction by consistently exceeding performance targets across multiple projects.
  • Facilitated effective communication between internal teams and external partners to ensure seamless coordination during project execution phases.
  • Managed supervisor itinerary and appointments and streamlined scheduling procedures.
  • Improved office operations by automating client correspondence, record tracking and data communications.
  • Developed internal requirements and standards to minimise regulatory risks and liability across programs.

Programmer Analyst

‎ Salmat
  • Authored code fixes and enhancements for inclusion in future code releases and patches.
  • Provided ongoing support for users experiencing issues or requiring assistance with application functionality.
  • Contributed to successful project completion with effective time management and prioritization skills, meeting tight deadlines consistently.
  • Collaborated with cross-functional teams to ensure seamless integration of new features into existing applications.
  • Identified opportunities for process improvement within the development team, implementing changes that led to increased efficiency and collaboration among members.
  • Provided technical support using knowledge of complex technology to solve problems and support new projects.
  • Communicated complex technical concepts clearly to non-technical stakeholders during project discussions and progress updates.
  • Improved software efficiency by identifying and resolving programming errors in existing systems.
  • Improved systems with addition of new features and infrastructure.
  • Responded to and remedied critical issues to limit downtime.
  • Updated documentation with project deviations to capture changes.
  • Optimized code quality through regular peer reviews, resulting in fewer defects and easier maintenance.
  • Tested and deployed scalable and highly available software products.
  • Maintained existing applications and designed and delivered new applications.
  • Reduced system downtime by proactively monitoring, diagnosing, and addressing performance issues.
  • Worked closely with clients to establish specifications and system designs.
  • Documented program development and revisions to maintain records.
  • Automated routine tasks, freeing up developer time for more complex problem-solving.
  • Wrote and maintained technical documentation for software applications.

Education

SMASH Anime 2014
Experience Co-ordinator

VIVID Sydney 2024
Team Member/Team Lead

Skills

  • SQL analytics
  • Customer Satisfaction
  • Incident Management
  • ITIL Knowledge
  • Service Delivery Optimization
  • Escalation management
  • Operational Efficiency
  • Service Level Agreements
  • Teamwork and Collaboration
  • Planning and Prioritisation
  • Data Entry
  • Work Planning and Prioritisation
  • Interpersonal Skills
  • Analytical Thinking
  • Records and Database Management
  • Scheduling and calendar management
  • Staff Management
  • Document Review
  • Schedule Management
  • Administrative Support
  • Administrative background
  • Service Coordination

Timeline

Customer Solutions Specialist

‎ Accesso
01.2019 - Current

SMASH Anime 2014

VIVID Sydney 2024

IT Support Specialist

‎ Fuji Xerox Data Management Solutions

Production Planner

‎ ‎ Fuji Xerox Data Management Solutions

Service Delivery Lead

‎ ‎ Fuji Xerox Data Management Solutions

Programmer Analyst

‎ Salmat

Similar Profiles

CREATE PROFILE
Joseph Duong