Duong Thao Yen Truong
Tucson,AZ
Summary
Motivated and detail-oriented individual with strong organizational and communication skills. Seeking to apply my background in customer service, problem-solving, and teamwork as a Housing Desk Operations Coordinator at the University of Arizona. Eager to support housing operations and provide excellent service to the student community.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Community Operation Specialist
Teledirect Telecommerce
Bangkok, Thailand
12.2020 - 04.2024
- Recognize trends and patterns, escalating any issues outside company policy to the global team.
- Assemble, inspect, and appropriate relevant data entirely for improving the overall user experience on the site.
- Investigate and resolve issues that are reported, such as requests for account support and reports of potentially abusive content.
- Review reported content and respond to user inquiries with high quality, speed, empathy, and accuracy.
- Gather, analyze, and utilize relevant data to develop ways to improve the overall user experience on the site.
- Become and remain knowledgeable about the client's products and community standards.
- Ensure confidentiality, security, integrity, and privacy of data as a top priority.
- Collaborated with cross-functional teams to develop strategies for resolving customer issues.
Subject Matter Expert
Teledirect Telecommerce
Bangkok, Thailand
01.2021 - 06.2023
- Report every single platform issue to team leaders.
- Acknowledge market-specific knowledge, signals, and insights to define the scope of solutions to improve the support of our community of users.
- Apprehend training from the trainer for each new project, and be ready to accept personnel changes from management.
- Identify inefficiencies in workflows and suggest solutions.
- Make good decisions and be personally driven to be an effective advocate for our community.
- Review and arrange the weekly leave schedule.
- Drafted technical documents, such as user manuals and training materials, to ensure accuracy of content.
- Created detailed reports on project progress, metrics, and results for stakeholders' review.
- Mentored junior staff members on best practices related to product design and implementation strategies.
- Managed customer inquiries with a focus on providing timely resolutions while maintaining excellent customer service levels.
TEACHING ASSISTANT EXECUTIVE
Star International Education Centre
03.2018 - 03.2020
- Screening, recruiting, and training new teaching assistants.
- Greeting customers warmly and ascertaining the problem or reason for calling.
- Established positive relationships with students, parents, fellow teachers and school administrators.
- Answering customers' questions and escalating complex issues to the relevant departments as needed.
- Maintaining an accurate record of all sales, scheduled customer appointments, and customer complaints.
- Creating and updating records and databases with personnel, financial, and other data.
- Coordinating office activities and operations to ensure efficiency and compliance with company policies.
- Utilized technology resources such as computers, tablets, projectors and interactive whiteboards.
Education
MAJOR: BUSINESS ENGLISH -
BA RIA VUNG TAU University
07.2017
INTERNATIONAL ENGLISH TEACHER LICENSE -
Australian International Tesol
Skills
- Team Collaboration
- Multitasking & Time Management
- Administrative Support
- Recordkeeping skills
- Service Coordination
- Data Tracking
Certification
2024 Certification of completion of the course Data Analysis with Excel Pivot Tables from Udemy
Awards
- 2019 Best Staff of 2019
- 2018 Best Teaching Assistant of 2018
- 2017 Certificate of Participation of the Passage to ASEAN Journey On-Campus
- 2016 Certificate of Scholarship University
- 2015 Certificate Japanese-Language Proficiency N5
Timeline
Subject Matter Expert
Teledirect Telecommerce
01.2021 - 06.2023
Community Operation Specialist
Teledirect Telecommerce
12.2020 - 04.2024
TEACHING ASSISTANT EXECUTIVE
Star International Education Centre
03.2018 - 03.2020
MAJOR: BUSINESS ENGLISH -
BA RIA VUNG TAU University
INTERNATIONAL ENGLISH TEACHER LICENSE -
Australian International Tesol
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