Summary
Overview
Work History
Education
Skills
Software
Timeline
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Thai Pham

Bilingual Customer Support Representative
Hesperia,CA

Summary

Highly motivated, and seasoned multilingual professional, with clear communication skills (both written and orally) with extensive experience evaluating and resolving customer inquiries successfully.

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. A hungry learner and self starter with the ability learn quickly and adapt to the fast changing world.

Overview

12
12
years of professional experience
3
3
Languages
4
4
years of post-secondary education

Work History

Construction Project Manager

Q3 Inc And Builders
Huntington Beach, CA
02.2014 - 05.2019
  • Read plans and blueprints and communicated to workers.
  • German liaison and Project Manager for all projects in Germany.
  • Overseeing and directing construction projects from conception to completion.
  • Overseeing all onsite and offsite constructions to monitor compliance with building and safety regulations.
  • Trained and very familiar with construction management software like CoConstruct or BuilderTREND.
  • Identified special circumstances and constraints in order to develop effective alternatives or solutions.

German Community Liaison and Customer Service Lead

NHN Entertainment
Irvine, CA
09.2010 - 03.2012
  • German Customer Service Lead and Community Liaison for A.V.A (Alliance of Valiant Arms)
  • Responsible for providing support for A.V.A. customers in Germany by investigating, troubleshooting and resolving customer issues across multiple channels (email, social and/or chat).
  • Drafted all German customer service responses for tier 1 and tier 2 issues.
  • Managed, prioritize, and respond to Tier 2 issues, inquiries, and escalations.
  • Assisted legal team in th prevention and combat of copyright infringements and stolen intellectual property.
  • Created and managed community and game events with appointed moderators.
  • Increased weekly sales by 20% by running event on weekends in Germany.
  • Reported bugs and drafted appropriate German responses for all customer service responses.

German Community Liaison and Customer Service Lead

Gamers First
Irvine, CA
12.2008 - 04.2010
  • German Community Liaison and Customer Service lead for WarRock
  • Communicated with community members to assess concerns or current issues and identify corrective measures.
  • Reported bugs in game and provided German responses for Customer Service teams in Germany.
  • German Customer Service Tier 2 Lead
  • Translated all Game content into German.
  • Organized all community events in Germany.
  • Communicated with art, production and programming teams to design game elements and optimize quality for better player experiences.
  • Increased weekly sales by 15% by running events each weekend for Germany, giving away unique localized prices.

Mortgage Loan Officer

Aegis Lending
Costa Mesa, CA
04.2004 - 02.2008
  • Worked with underwriters to fix application problems and resolve issues.
  • Reviewed loan files and updated to match current standards.
  • Explained different types of loans pertaining to client situations.
  • Oversaw scheduling of timely loan closing to satisfy home builder and borrower needs.
  • Proactively identified solutions for customers experiencing credit issues.
  • Created strategies to develop and expand existing customer sales, resulting in increase in annual sales by 20% per months.

Education

Apprenticeship - Marketing Management And Research

IconKids & Youth
Munich Germany
09.2000 - 03.2002

Associate of Arts - Marketing

Staatliche Wirschaftsschule Freising
Freising Germany
01.1998 - 08.2000

Skills

    German

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Software

MS Office

IOS

Android OS

CoConstruct

Timeline

Construction Project Manager

Q3 Inc And Builders
02.2014 - 05.2019

German Community Liaison and Customer Service Lead

NHN Entertainment
09.2010 - 03.2012

German Community Liaison and Customer Service Lead

Gamers First
12.2008 - 04.2010

Mortgage Loan Officer

Aegis Lending
04.2004 - 02.2008

Apprenticeship - Marketing Management And Research

IconKids & Youth
09.2000 - 03.2002

Associate of Arts - Marketing

Staatliche Wirschaftsschule Freising
01.1998 - 08.2000

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Thai PhamBilingual Customer Support Representative