Leo Nguyen
West End
Summary
Customer service management professional with strong record in leading teams and driving positive results. Expert in conflict resolution, process optimization, and customer satisfaction. Highly adaptable, reliable, and focused on collaborative success. Skilled in strategic planning, performance assessment, and team development.
Overview
8
8
years of professional experience
Work History
Customer Service Centre Manager
CITEC Confirm
07.2023 - Current
- Identified opportunities and found solutions for continuous improvement.
- Organized and balanced multiple priorities within fast-paced environment.
- Led, built and developed team for modeling service excellence.
- Drove customer retention efforts through proactive outreach initiatives aimed at strengthening relationships with existing clients during periods of account changes or potential attrition risks.
- Collaborated with other department managers to resolve escalated client issues quickly and effectively, fostering an environment of teamwork and cooperation.
- Improved overall efficiency by analyzing call metrics and identifying areas for improvement, such as reducing average handle time and increasing first call resolution rates.
- Monitored call center metrics closely to identify areas requiring attention so that targeted interventions could be implemented promptly.
- Created detailed reports for upper management outlining key performance indicators, trends, and recommendations for future improvements.
- Managed daily operations to ensure optimal call center performance, meeting or exceeding key performance indicators consistently.
- Established a culture of accountability within the team by setting clear expectations, providing constructive feedback, and recognizing top performers regularly.
- Continually assessed staff training needs while designing customized learning plans tailored to individual strengths and areas for growth.
Customer Service Officer (AO3)
Department of Communities, Housing and Digital Economy
01.2021 - Current
- Participate in effective working culture by capturing and sharing knowledge and encouraging a learning environment
- Central point of contact for clients requiring assistance or experiencing problems with the Confirm website
- Provide first level analysis, response, and resolution to enquiries within service performance time constraints
- Provide quality service delivery to clients in accordance with documented procedures and standards
- Participate in learning and development activities to improve my own skills and knowledge to ensure ongoing growth
- Support and contribute to projects to streamline customer service processes to foster continuous improvement and development
Support Services Officer
Local Laws, City of Boroondara
01.2020 - 01.2021
- Overseeing the Animal Management administration for the community and internal Animal Management team
- Inputting accurate information on Data Entry system Property & Rating
- Successful Project Management of Annual Animal Renewal period
- Prompt response to incoming enquiries from the community, ratepayers, councillors and internal stakeholders
- Develop and Update process documentation for future training purposes
- Deliver a positive representation of council’s policies and procedures using high quality customer service (Counter & Telephone enquiries)
Advisor, Anti-Fraud Services, Financial Crime Global – Analyst
National Australia Bank
01.2017 - 01.2019
- Actioning of transaction alerts and / or understanding the root cause of fraud events, undertaking loss mitigation and value recovery actions, and assisting in determining preventative strategies
- Conducting daily analysis of identified suspect transactions
- Minimise losses and, as instructed and in accordance with policy, gather information to support lawful apprehension of offenders
- Assist People Leader in developing an awareness of Anti-Fraud Services business and external stakeholders and work cooperatively with others in the business to provide input, advice and solutions
Education
Diploma -
Australian Financial Markets Association
Bachelor of Business - Information Systems
RMIT University
01.2011
Victorian Certificate of Education - undefined
St Bernard’s College Essendon
01.2005
Skills
- Collaborative, strategic, and highly self-motivated leader
- Expertise in Retail and Commercial Banking
- 15 Years in Customer Service Operations
- Proficient in Microsoft Office Suite
- ITIL Service Management Support
- Exceeding KPI Targets
- Detail-Oriented Accuracy
- Stakeholder Relationship Management
- Skilled in Navigating Changing Work Conditions
- Team Collaboration in Dynamic Environments
- Collaborative Stakeholder Engagement
- Embrace New Challenges
Accomplishments
- Training and coaching new staff.
- Acting senior for escalations & subject matter expert. Handles customer complaints and offers solutions for complex enquiries.
- 2021 Nomination for GEM AWARD in customer centric category.
- Review and recommendations for improvements on processes, customer user guides and product pages on Confirm webpage
Timeline
Customer Service Centre Manager
CITEC Confirm
07.2023 - Current
Customer Service Officer (AO3)
Department of Communities, Housing and Digital Economy
01.2021 - Current
Support Services Officer
Local Laws, City of Boroondara
01.2020 - 01.2021
Advisor, Anti-Fraud Services, Financial Crime Global – Analyst
National Australia Bank
01.2017 - 01.2019
Bachelor of Business - Information Systems
RMIT University
Victorian Certificate of Education - undefined
St Bernard’s College Essendon
Diploma -
Australian Financial Markets Association
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