Nancy Tran
Melbourne,VIC
Summary
Customer service specialist with strong analytical skills and a proven track record of driving business growth and enhancing customer satisfaction. Skilled in identifying customer needs, solving complex problems, and optimising processes to improve operational efficiency. Experienced in leveraging data-driven insights to align business and customer expectations. Known for critical thinking, effective communication, and fostering strong relationships with diverse stakeholders and cross-functional teams to achieve results.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Analyst
Seeing Machines
05.2024 - Current
- Support 22 service providers across the UK, Europe, Africa, North America, Latin America, and Asia Pacific
- Monitored and analysed over 1,000 events per week, ensuring guideline criteria for Fatigue, Distraction, and Field of View (FOV) are met
- Assessed driver behaviour to identify safety risks and ensure compliance with fleet management protocols
- Reported safety incidents to clients to support fleet management operations and drive improvements
- Used advanced tools and technologies to accurately assess driver conditions, supporting data-driven decision-making
- Collaborated with management to address learning gaps by gathering and analysing feedback from staff, driving continuous improvement
- Collaborated closely with internal teams to enhance business processes, identify monitoring opportunities, optimise system capabilities, and training delivery
- Played a pivotal role in the refinement of a new internal analyst which successfully launched in December 2024 with positive team reception
Business Analyst
ANZ
11.2022 - 10.2023
- Support strategic movements of banking cash devices (e.g., ATMs) within the Cash Innovation Tribe
- Make effective decisions while balancing customer satisfaction, branding, execution quality, and risk appetite
- Documentation of procedures and business process maps
- Wireframes and mock-ups solution designs with an inclusive design proposal
- Closely collaborating with internal teams and external vendors including business partners
- Upskilling team members
- Hosting and presenting meetings
Business & System Analyst
ANZ
08.2021 - 11.2022
- Support the overall state of readiness of the NICE suite used by ~6,000 Bankers and ~2,000 Administrators for call recording, quality assurance, regulatory compliance, and workforce management
- Work with business and technical teams across Australia and Asia (Hong Kong, Japan, and Singapore)
- Responsible for coordinating and leading schedule changes, platform enhancements, and incident resolution using ServiceNow, Confluence, and Jira
- Provide coaching and training to new team members
- Identify enhancement opportunities and propose suitable solutions
- Ensure system users follow internal procedures, regulations, and best practices
Production Analyst (Secondment)
ANZ
11.2020 - 08.2021
- Maintained the optimisation of the Business Banker Desktop (BBD) – Small Business Loan Origination Application used by ~3,000 operators
- Collaborate with diverse squads across Australia, India, and China to ensure schedule hot-fixes and technology uplifts are delivered within schedule
- Manage production incidents and case-manage escalated complex requests (e.g., business hierarchy and structure changes) using Jira
- Deliver training to staff to maximise the team's capacity and efficiency
- Recommend innovative solutions to improve existing processes
- Coordinate incident communications to be issued to wider business areas
Major Incident Manager & Key Client Analyst (Dual Hatted)
ANZ
07.2017 - 11.2020
- Oversee the health, flow, and stability of critical operations and services across the ANZ enterprise and case-manage major disruptions when they occur
- Identify gaps and propose performance and technical feasibility solutions for legacy applications
- Analyse alternative courses of action to determine which approach will offer the best outcomes for the customer, application, and/or enterprise
- Identify and validate requirements based on business rules and the customer's product line
- Aid in hot-fixes and schedule releases
- Provided coaching and mentoring to maximise productivity and collaboration
- Create incident communications, regulatory reports, process documents, and user guides
Education
Bachelor of Creative Arts Industries - Business Management, Digital Media, And Visual Art
Victoria University
Melbourne, VICSkills
- Customer service excellence
- Complaint handling and resolution
- Problem-solving abilities
- Analytical thinking
- Decision-making
- Process improvement
- Attention to detail
- Adaptability and flexibility
- Teamwork and collaboration
- Digital literacy
- Delivering training and education
- Document and records management
Certification
- Guardian Live
- Vision Australia - Inclusive Design Fundamentals
- NICE WFM Suite Administration
- Agile at Work
- iSQL Certified Agile Business Analysis
- Control-M Fundamentals
Languages
English (Written & Oral)
Vietnamese (Oral)
Timeline
Customer Service Analyst
Seeing Machines
05.2024 - Current
Business Analyst
ANZ
11.2022 - 10.2023
Business & System Analyst
ANZ
08.2021 - 11.2022
Production Analyst (Secondment)
ANZ
11.2020 - 08.2021
Major Incident Manager & Key Client Analyst (Dual Hatted)
ANZ
07.2017 - 11.2020
Bachelor of Creative Arts Industries - Business Management, Digital Media, And Visual Art
Victoria University
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