THU VIET TRANG (NICOLE) NGUYEN
Seven Hills,NSW
Summary
Over 7 years of experience in administration and customer service, recognized as a finalist for the CSIA Australian Service Excellence Award in 2024. Proven expertise in leading and training teams to foster a positive and results-driven work environment. Committed to enhancing customer satisfaction and operational efficiency through effective team motivation and support.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Team Leader (TL)
Everyday Mobile from Woolworths
08.2024 - 12.2024
- Coached customer service representatives through one-on-one sessions, exceeding team KPIs within three months.
- Monitored team performance, ensuring alignment with company policies and core values.
- Adjusted rosters and assignments to address fluctuations in contact volumes effectively.
- Provided floor support to assist CSRs with customer inquiries and resolve issues efficiently.
- Facilitated communication between hub and business teams regarding website errors and technical issues.
- Maintained positive relationships with stakeholders, aiding quick transitions for CSRs into permanent roles.
- Recruited seven contractors, retaining five high-performing individuals within four months.
Customer Contact Specialist (CCS)
Everyday Mobile from Woolworths
07.2022 - 08.2024
- Facilitated team support through chat by addressing product inquiries and resolving technical issues.
- Managed escalations, processing refund and goodwill requests efficiently.
- Analysed trends and reported findings to the Team Leader and Customer Hub Manager (CHM).
- Collaborated with stakeholders on internal processes, promotions, and scheduling concerns.
- Conducted team huddles and provided updates via email and group chats.
- Recruited, trained, and coached new trainees to enhance team performance.
- Performed occasional QA evaluations and offered regular coaching upon TL request.
- Conducted five training sessions within 20 months, achieving an 80% retention rate with 31 trainees, including seven permanent staff.
- Recognized as finalist for CSIA Australian Service Excellence Award in 2024.
Customer Service Representative
Everyday Mobile from Woolworths
08.2020 - 07.2022
- Assisted customers with inquiries about Woolworths Mobile prepaid and postpaid phone plans across voice, chat, and email channels.
- Liaised with other departments such as Everyday Rewards and Technical Support to resolve technical issues and billing inquiries.
- Consistently met or exceeded KPI targets throughout tenure at Woolworths Mobile.
- Provided floorwalking support by answering team questions on products and internal processes.
Self-Employed German Tutor
Self-Employed
08.2018 - 07.2022
- Developed tailored learning solutions based on student strengths and weaknesses.
- Managed curriculum, advertising strategies, pricing structures, and customer inquiries.
- Conducted private language lessons for adults and teenagers to enhance fluency.
- Handled invoicing processes to ensure timely payment collection.
Administration & Operations Manager
BNI Sydney North West & Penrith
03.2019 - 06.2020
- Served as primary contact for over 500 Networking Franchise members, addressing inquiries and resolving technical issues.
- Managed new sign-ups, billing processes, and payment transactions for seamless member experience.
- Assisted the Executive Director and the Learning and Development Director in organizing upskilling events and meetings.
- Coordinated logistics for meetings and events, including Regional Conferences and the Annual BNI Rewards Night in November 2019.
Administration Assistant
Hills Motor Repairs Pty Ltd
09.2018 - 02.2019
- Executed general administrative duties, including answering phone calls and managing bookings.
- Inquired about prices, ordered parts, and created quotes and invoices.
- Processed payments via EFTPOS and reconciled bank accounts in Xero.
- Updated Facebook page and managed email marketing campaigns through Mailchimp.
- Modified website content using HTML to enhance user engagement.
- Developed comprehensive training manual for onboarding new staff.
Marketing & Communications Intern
Ethical Consumers Australia
02.2016 - 07.2016
- Performed online sub-editing for Good On You WordPress blog, enhancing content quality.
- Monitored and reported Good On You app and social media performance using Google Analytics and Iconosquare.
- Established and managed Google AdWords campaigns to improve visibility.
- Created push notifications via StreetHawk to engage users effectively.
- Supported CEO, Communications Director, and Product Manager with administrative tasks and research initiatives.
Education
Bachelor of Arts - Cultural Engineering – Cultural Studies, Knowledge Management, Logistics
Otto Von Guericke University Magdeburg
Germany03.2018
Study Abroad Semester - Media and Marketing | Subjects: Consumer Behaviour, Integrated Marketing Communications, Marketing Research, Media Cultures
Macquarie University Sydney
Sydney, Australia11.2015
Business Administration - with Specialisation on Foreign Languages (English/French), International Marketing Management
European Academy of Business and Languages Leipzig
Leipzig, Germany07.2013
Skills
- Active listening and empathy
- Effective communication
- Problem solving
- Team collaboration and leadership
- Stakeholder management
- Relationship building
- Coaching and training
Certification
- Cert III - Business (Sydney, Australia, February 2023)
Languages
English
Native/ Bilingual
German
Native/ Bilingual
Vietnamese
Limited
French
Elementary
References
References available upon request.
Timeline
Team Leader (TL)
Everyday Mobile from Woolworths
08.2024 - 12.2024
Customer Contact Specialist (CCS)
Everyday Mobile from Woolworths
07.2022 - 08.2024
Customer Service Representative
Everyday Mobile from Woolworths
08.2020 - 07.2022
Administration & Operations Manager
BNI Sydney North West & Penrith
03.2019 - 06.2020
Administration Assistant
Hills Motor Repairs Pty Ltd
09.2018 - 02.2019
Self-Employed German Tutor
Self-Employed
08.2018 - 07.2022
Marketing & Communications Intern
Ethical Consumers Australia
02.2016 - 07.2016
Bachelor of Arts - Cultural Engineering – Cultural Studies, Knowledge Management, Logistics
Otto Von Guericke University Magdeburg
Study Abroad Semester - Media and Marketing | Subjects: Consumer Behaviour, Integrated Marketing Communications, Marketing Research, Media Cultures
Macquarie University Sydney
Business Administration - with Specialisation on Foreign Languages (English/French), International Marketing Management
European Academy of Business and Languages Leipzig
Similar Profiles
Eldin ZeherovicEldin Zeherovic
Independent Contractor at Telco Woolworths MobileIndependent Contractor at Telco Woolworths Mobile
Tony MatthewsTony Matthews
Service Technician at Everyday ElectricService Technician at Everyday Electric
Ryan BennettRyan Bennett
Assistant Teacher at Everyday Play N LearnAssistant Teacher at Everyday Play N Learn
Nur Laely FitriyaniNur Laely Fitriyani
Laundry Assistant at HealthShare NSW - Parramatta Linen ServiceLaundry Assistant at HealthShare NSW - Parramatta Linen Service
Lucie YeungLucie Yeung
QC Technician at Snack Brnads AustraliaQC Technician at Snack Brnads Australia