DINH THUY VY NGUYEN
San Antonio,TX
Summary
- Aspiring to succeed
- Team work and individual work experience
- High responsibility, commitment, loyalty, outcome requirements
- Good communication, co-operation, building up and maintaining
relationships
- Skill of setting plans, activities and presentation
- Enthusiastic, willing to learn, ready to meet challenges, quickly
adaptable
Overview
21
21
years of professional experience
Work History
Freight Handler
Merit Logistics
04.2023 - Current
- Operated pallet jacks and forklifts to unload freight containers of varying weight and size.
- Assisted in receiving, stocking and distribution of merchandise.
- Inspected freight for any damage or faults prior to loading.
- Collaborated with team members to resolve challenges and improve productivity.
Call Center Supervisor
AIA Life Insurance
01.2018 - 12.2019
- Maintained open lines of communication between management and staff, fostering a transparent workplace culture that encouraged collaboration and innovation.
- Managed scheduling for agents and product specialists to foster increased productivity.
- Developed and implemented customer service policies and procedures.
- Assisted sales team members in developing customer relationships, and building customer loyalty.
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
- Developed and enforced policies and procedures for compliance with company policies.
- Performed supplier risk evaluations and supported regulatory inspections.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Conducted supplier risk evaluations and assisted with regulatory inspections.
- Maintained up-to-date knowledge of products and services offered to customers.
- Utilized exemplary negotiation skills to obtain manufacturing service agreements and assure quality standards.
- Promoted employee engagement by recognizing outstanding performance and rewarding top performers accordingly.
- Facilitated regular team meetings to discuss challenges, successes and strategies.
- Trained team members on performance metrics and consumer behavior identification.
- Communicated customer feedback and complaints to team members to promote proper resolution.
- Developed and implemented strategies to increase sales and improve customer service.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
Senior Personal Banker
HSBC Bank
03.2010 - 10.2016
- Collaborated with branch team members to ensure seamless execution of daily operations and optimal customer experience.
- Processed wide variety of retail banking transactions for personal and commercial customers.
- Resolved complex customer inquiries, demonstrating exceptional problem-solving skills and customer service expertise.
- Conducted financial reviews for customers, identifying opportunities for cross-selling additional products and services.
- Enhanced customer satisfaction by providing personalized banking solutions and prompt service.
- Generated monthly reports on customer activity and customer feedback.
- Worked closely with management to strategize sales techniques to increase branch production and customer service.
- Boosted referral business by cultivating strong relationships with real estate agents, attorneys, and other key partners in the community.
- Promoted financial products by maintaining excellent service offering knowledge.
- Maintained friendly and professional customer interactions.
- Expanded client base by promoting new financial products.
- Strengthened client relationships through consistent follow-ups and proactive communication.
- Networked to increase client base and encourage existing clients to expand financial portfolios.
- Assisted customers with banking needs and inquiries.
- Increased loan portfolio growth by identifying client needs and recommending appropriate financial products.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
- Cross-sold credit cards, loans and other bank products.
- Educated customers on online banking and mobile banking applications.
- Ensured compliance with all regulatory requirements, protecting both the bank''s reputation and its customers'' interests.
Senior Customer Service Representative
Apl Logistics
03.2003 - 10.2010
- Streamlined customer service processes for increased efficiency and improved response times.
- Promptly responded to inquiries and requests from prospective customers.
- Collaborated with production and shipping teams to determine likely timetables and organize efficient deliveries.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Leveraged consistent, successful strategies to meet and exceed performance goals.
- Maintained up-to-date knowledge of product and service changes.
- Watched flagged customer accounts to monitor ongoing issues and deploy newfound solutions for outstanding concerns.
- Handle shipment for Gap, Tommy Hilfiger, Hagar, Timberland, …
- Provide training for vendors about new system applications, cargo delivery, SOP applied for new customers, documents for payment, and data upload.
- Arrange a schedule to ship out purchase orders to meet customer’s requirements.
- Report shipments shipped to customers via the system and send relevant documents to the destination for cargo receiving.
- Issue CFR to vendors against letter of credit, and commercial invoice.
- Prepare documents such as CFR, Bill of Lading, and Cargo Manifest, …and send them to customers.
• Check all documents like commercial invoices, packing lists, and all other relevant documents and send them to customer for their cargo receipt at the final destination.
Education
MBA - Business Administration And Public Health
Torrens University Australia
Australia12.2022
Bachelor of Arts - Economics
Foreign Trade University
Vietnam05.2002
Skills
- Quality Assurance Controls
- Complaint resolution
- Customer Account Management
- Service standard compliance
- Fraud prevention
- Relationship Management
- Portfolio Management
- Customer service focus
- Report Writing
Timeline
Freight Handler
Merit Logistics
04.2023 - Current
Call Center Supervisor
AIA Life Insurance
01.2018 - 12.2019
Senior Personal Banker
HSBC Bank
03.2010 - 10.2016
Senior Customer Service Representative
Apl Logistics
03.2003 - 10.2010
MBA - Business Administration And Public Health
Torrens University Australia
Bachelor of Arts - Economics
Foreign Trade University
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