David Nguyen
Cypress,TX
Summary
Over thirty years of professional client services with strong experience in managing client relationships and ensuring exceptional satisfaction. Skilled in team collaboration and communication, consistently achieving results through adaptability and problem-solving.
Proficient in conflict resolution, project management, and fostering positive client experiences. Reliable and flexible, with focus on meeting organizational goals and exceeding expectations. Proven track record of enhancing client satisfaction and streamlining service processes.
Overview
30
30
years of professional experience
Work History
Client Services Manager
Law Office of Thomas Nguyen
10.2020 - Current
- Managed multiple personal injuries cases simultaneously, ensuring timely completion and high-quality outcomes.
- Maintained strict confidentiality of sensitive client information, adhering to ethical guidelines and professional standards at all times.
- Personalize services to individual client needs, resulting in increased retention rates.
- Reduced turnaround times on client requests by streamlining work processes.
- Collaborated with attorneys to develop successful case strategies, resulting in favorable outcomes for clients.
- Reduced client wait times for case updates through regular communication and prompt followups.
- Conducted thorough investigations into opposing parties'' claims, uncovering critical evidence that supported our clients'' cases.
- Contributed to a positive work environment by fostering collaborative relationships among colleagues from various practice areas.
- Expedited resolution of disputes through effective negotiation skills during settlement sessions.
- Ensured seamless transition of cases between attorneys by maintaining comprehensive case files with all necessary documentation readily available.
- Coordinated with witnesses to gather crucial information for case preparation and trial presentation.
Technical Training & Development Manager
Canon USA, Inc.
01.2014 - 03.2019
- Achieved greater efficiency in the delivery of training programs by leveraging technology and digital tools for content creation, learning management, and reporting.
- Streamlined onboarding processes, ensuring new hires were equipped with necessary skills for success in their roles.
- Led and collaborated with cross-functional teams to develop organizational competency models, providing clear career pathways and development opportunities for all employees.
- Reduced company-wide skills gaps and boosted employee satisfaction scores through effective workforce planning and targeted employee development initiatives.
- Spearheaded e-learning initiatives as part of blended learning solutions, increasing accessibility of training resources for remote workers or those with scheduling constraints.
- Analyzed effectiveness of training programs at all levels and recommended updates.
Information Management Manager
Canon USA, Inc.
07.2008 - 12.2013
- Responsible for managing, maintaining and design of Canon online support pages for Consumer & Home Business and Professional Imaging Products websites.
- Manage and lead a team of tier II Technical Support Engineers and Web Specialists to improve users navigation, functionality, usability and contents for online support.
- Collaborated with marketing and design teams to develop and plan site content, layout, and style.
- Analyzed website analytics data to determine the effectiveness of different types of content in driving traffic and achieving business goals.
- Enhanced website user experience by optimizing landing pages for improved conversion and content layout and incorporating multimedia elements.
Various Technical Engineering Positions
Canon USA, Inc.
07.1996 - 12.2007
- Information Management & Engineering Supervisor, March 2005 - December 2007 Specialized and focus on hardware training, quality testing and quality assurance for the consumer and professional products; printers, scanners, cameras and camcorders. Supervised a team of Technical Support Engineers to evaluate and test new and existing products.
- Technical Support Sr. Engineer, January 2003 - February 2005 Specialized in hardware & software training, quality testing and quality assurance of the consumer products, such as printers, multifunction printers and scanners. Lead a team of Technical Support Engineers to evaluate and test new and existing products.
- Technical Support Specialist, July 2001 - December 2002 Specialized in hardware training, quality testing and quality assurance for the consumer products; printers, multifunction printers and scanners.
- Service Engineer II, July 1996 - June 2001
Education
Bachelor of Science - Business Administration
University of La Verne
La Verne, CA12-2000
Associate of Applied Science - Electronics Engineering
ITT Technical Institute
Buena Park12-1996
Skills
- Excellent verbal and written communication to cross interact with clients, medical providers, insurance adjusters, and attorneys clearly and effectively
- Ability to manage large caseloads, prioritize tasks, and maintain detailed case files with accurate documentation
- Meticulously review medical records, bills, and legal documents to identify crucial information and potential issues
- Understand and relate to clients experiencing difficult situations due to their injuries, providing emotional support and compassion
- Basic understanding of personal injury law, legal procedures, and relevant statutes to navigate cases effectively
- Efficient in using case management software to track case progress, deadlines, and client information
- Ability to interpret basic medical records, understand treatment plans, and communicate with medical professionals
- Analyze complex situations, identify potential challenges, and develop effective strategies to resolve issues
- Efficient at MS Office Words, Excel, Powerpoint, Outlook, Project Management
- Forward, innovative, creative thinker and effectively resourceful
- Corporate certified customer service (internal and external) skills and high level support of teamwork
- DDI (Development Dimensions International) certified Facilitator and Training Instructor
- Process and procedures oriented with the ability to identify loopholes for improvements
- Corporate certified customer service (internal and external) skills and high level support of teamwork
- DDI (Development Dimensions International) certified Facilitator and Training Instructor
- Process and procedures oriented with the ability to identify loopholes for improvements
Accomplishments
- Used Microsoft Excel to develop tracking spreadsheets with complex formulas.
- Collaborated with team of 15 technical subject matter experts in the development of revenue generated service program for novice, amateur, and professional photographers and cinematographer customers.
Awards
Recipient of three different Canon America Presidents Awards (CAPA) between 2000 to 2018, which is an international award given to select employees of Canon U.S.A., Inc. and Canon Americas in latin countries to recognize outstanding contributions.
- Recognition Week: A celebration that honors employees' contributions and impact on the organization
- Spirit Awards: Another award presented during Recognition Week
Languages
Vietnamese
Professional Working
Timeline
Client Services Manager
Law Office of Thomas Nguyen
10.2020 - Current
Technical Training & Development Manager
Canon USA, Inc.
01.2014 - 03.2019
Information Management Manager
Canon USA, Inc.
07.2008 - 12.2013
Various Technical Engineering Positions
Canon USA, Inc.
07.1996 - 12.2007
Bachelor of Science - Business Administration
University of La Verne
Associate of Applied Science - Electronics Engineering
ITT Technical Institute
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