Results-driven professional with expertise in workflow optimization and process improvement. Proven ability to enhance operational efficiency and foster team collaboration to achieve organizational goals.
Overview
5
5
years of professional experience
Work History
Outbound Process Guide
Amazon
Columbus, OH
08.2023 - Current
Monitored workflow to ensure compliance with standard operating procedures, identifying areas for improvement.
Facilitated process improvements that streamlined operations in fulfillment centers, contributing to overall efficiency.
Fostered a positive and motivating work environment, leading to an increase in team morale.
Communicated with management to identify and propose solutions for process barriers, enhancing operational effectiveness.
Inbound Problem Solver
Amazon
Columbus, OH
01.2021 - 08.2023
Resolved many tickets per day to keep queue clear and packages moving efficiently.
Collaborated with teams to streamline processes, enhancing customer service response times.
Verified work of personnel by checking receiving activities, supporting team members during challenging situations.
Created reports regarding customer complaints, response times, resolution rates.
Logged unsellable products for donation or destruction due to damage, ensuring compliance with company protocols.
Education
Data Technician Certificate - Information Technology
Columbus State Community College
Columbus, OH
05-2026
Bachelor of Arts - International Business Management
TON DUC THANG
VIETNAM
09-2014
Skills
Data analysis
Workflow optimization
Process improvement
Technical troubleshooting
Goal oriented
Team collaboration
Timeline
Outbound Process Guide
Amazon
08.2023 - Current
Inbound Problem Solver
Amazon
01.2021 - 08.2023
Data Technician Certificate - Information Technology
Columbus State Community College
Bachelor of Arts - International Business Management
<ul><li>Company Overview: Loggerhead is a premier Florida property insurer that offers a user-friendly process, transparent claim handling, and prompt solutions for policyholders, creating a world-class customer experience.</li><li>Responsible for creating, directing, and managing the Customer Service, Internal Sales, and Agency Support functions for a new Homeowners' Insurance Company in Florida by overseeing the short and long-term strategies of the organization's customer success journey. This may include, but is not limited to, providing strategic recommendations regarding concepts and routines that drive efficiency and empower employees.</li><li>Work closely with the CEO and COO on all aspects of delivering service to customers and agents.</li><li>Provide strategic oversight and guidance to the operational leadership team.</li><li>Work closely with other department heads to support projects or procedures that have a direct impact on customers.</li><li>Responsible for the selection and implementation of the CSAT platform as well as the Customer Relationship Management (CRM) software currently in use with the organization.</li><li>Responsible for building out all operational teams, including job development, standard operating procedures, quality management, and the like.</li><li>Work in an integrated fashion with third-party vendors to provide "world-class" customer service to Policyholders, Agents, and other customers both in and out of inbound and outbound settings.</li><li>Collaborate with business units throughout the organization to design, develop, and implement consumer-focused business practices, procedures, and Corporate Policies.</li></ul> at Loggerhead Reciprocal Interinsurance Exchange<ul><li>Company Overview: Loggerhead is a premier Florida property insurer that offers a user-friendly process, transparent claim handling, and prompt solutions for policyholders, creating a world-class customer experience.</li><li>Responsible for creating, directing, and managing the Customer Service, Internal Sales, and Agency Support functions for a new Homeowners' Insurance Company in Florida by overseeing the short and long-term strategies of the organization's customer success journey. This may include, but is not limited to, providing strategic recommendations regarding concepts and routines that drive efficiency and empower employees.</li><li>Work closely with the CEO and COO on all aspects of delivering service to customers and agents.</li><li>Provide strategic oversight and guidance to the operational leadership team.</li><li>Work closely with other department heads to support projects or procedures that have a direct impact on customers.</li><li>Responsible for the selection and implementation of the CSAT platform as well as the Customer Relationship Management (CRM) software currently in use with the organization.</li><li>Responsible for building out all operational teams, including job development, standard operating procedures, quality management, and the like.</li><li>Work in an integrated fashion with third-party vendors to provide "world-class" customer service to Policyholders, Agents, and other customers both in and out of inbound and outbound settings.</li><li>Collaborate with business units throughout the organization to design, develop, and implement consumer-focused business practices, procedures, and Corporate Policies.</li></ul> at Loggerhead Reciprocal Interinsurance Exchange