Danh Dao
West Sacramento,CA
Summary
1.5 years of experience in state services. Over 16 years of customer service lead. Possess knowledge of IT-related tasks and systems. Excel under pressure, thrive in team and fast-paced environments. Recognized for strong leadership, effective communication, and exceptional customer service skills.
Overview
2026
2026
years of professional experience
Work History
Program Analyst
California Department of Forestry and Fire Protection
09.2023 - Current
- Facilitated effective communication between team members, fostering a positive work environment conducive to collaboration.
- Monitored program performance against established benchmarks, taking corrective action as needed to realign with desired outcomes.
- Developed detailed project plans outlining tasks, timelines, dependencies, and resource requirements for successful execution of complex initiatives.
- First level of IT help and program needs.
- IT support for Executive meetings to ensure it runs smoothly: includes but not limited to traveling, setting up conference equipment, training staff on setting up and troubleshooting.
- Processed all Verizon cell phone request for Office of the State Fire Marshal.
- Pulled Fiscal reports to prepare expenditure projections; year-end reports, and accrual documents.
- Provide consultation to the Division Chiefs, Staff Services Manager l, and staff for resolution of budget issues, purchases, and contracts.
- Lead and monitor the authorized purchaser for all commodities/goods and services and review purchase documents for appropriateness and accuracy.
- Monitor each unit's budgetary matters throughout the year to ensure they remain within allotments or to assist in redirecting funds to meet priorities.
- Analyze and provide recommendations to management on all budgetary matters, including the development of budgets, purchase planning, allocations, reimbursements, out of state travel, and transfer of budget allotments.
Shift Lead And Origins Trainer
Peet's Coffee & Tea
02.2009 - Current
- Train and mentor new and current employees to maximize team performance.
- Respond to and resolve customer questions and concerns.
- Complete store opening and closing procedures, including setting up registers and checking products.
- Certified district trainer: Facilitate Coffee & Tea Workshop and Barista Certification Workshop
- Advised customers on whole bean and bulk tea purchases, detailing origin, flavor and
pairing recommendations. - Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee
pots and other equipment. - Prioritized drink requests while managing interruptions.
- Made and served coffee beverages with speed, quality and consistency.
- Help set up new POS system and train team members on how to use new system.
Lab Assistant
Mercy General Hospital
- Gathered blood samples from patients for tests and transfusions.
- Upheld data security and HIPAA compliance using multiple identification points and document verification.
- Collected, stored and prepared blood samples for laboratory testing per written specifications and established protocols.
- Helped clinical staff with urgent diagnostic needs, prioritizing STAT tests.
- Handled centrifuging, pipetting and preparation for send out.
Phlebotomist
Quest Diagnostics
- Collect specimens according to established procedures. This includes, but not limited to : biometric screening and insurance exams.
- Research test/client information and confirm and verify all written and electronic orders by utilizing lab technology systems or directory of services.
- Responsible for completing all data entry requirements accurately including data entry of patient registration; entry of test order from requisition or pulling order from database; managing Standing Orders.
- Data entry and processing specimens including : labeling, centrifuging, splitting, and freezing specimens as required by test order.
- Perform departmental-related clerical duties when assigned such as data entry, inventory, stock supplies, and answer phones when needed.
- Perform verification of patient demographic info/initials including patient signature post-venipuncture to verify tubes were labeled in their presence and that the name on the label is correct.
- Assist with compilation and submission of monthly statistics and data.
- Maintain all appropriate phlebotomy logs in a timely manner and based on frequency, such as maintenance logs and temperature logs.
- Complete training courses and keep up to date with the latest phlebotomy techniques.
- Able to handle transgender and HIV positive patients with care and sensitivity.
- Works closely with a very demanding client to maintain a positive relationship.
- Able to provide quality, error free work in a fast-paced environment.
- Able to work independently with minimal on-site supervision.
- Excellent phlebotomy skills including pediatric and geriatric.
- Demonstrate superior customer focus; ability to communicate openly and transparently with peers, supervisors and patients; ability to accelerate and embrace change throughout Quest; and knowledge of our business.
Teller
Wells Fargo
- Performed extensive customer service work related to complex financial transactions including consumer deposits and other transactions requiring extensive review, analysis, and documentation.
- Answered questions and explained complex financial contracts and calculations to customers and other members of the public on a regular basis.
- Analysis of work processes, recommendations of alternative procedures to management, implementation of new procedures and policies, documentation of changes, and evaluation of effectiveness and efficiency of changes.
- Information was verified through government and commercial records and databases to ensure accuracy.
- Transactions were reviewed for completeness and accuracy regarding customers to ensure all statutory and regulatory requirements were met. Information was directly verified from original documents and government and other background databases.
Education
High School Diploma -
Piedmont Hills High School
San Jose, CA06.2006
Some College (No Degree) -
De Anza College
Cupertino, CASkills
- Advanced Microsoft Office skills
- Data collection
- Problem-solving abilities
- Teamwork and collaboration
- Quick learning
- Work independently
- Prioritization
Timeline
Program Analyst
California Department of Forestry and Fire Protection
09.2023 - Current
Shift Lead And Origins Trainer
Peet's Coffee & Tea
02.2009 - Current
Lab Assistant
Mercy General Hospital
Phlebotomist
Quest Diagnostics
Teller
Wells Fargo
High School Diploma -
Piedmont Hills High School
Some College (No Degree) -
De Anza College
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