Phong Nguyen
Fairfax,Virginia
Summary
Skilled Manager ready to bring 20+ years of experience and take on challenging new management role. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Quality Assurance and Prefrabrication Manager
Casaplex LLC
01.2021 - Current
- Developed SOPs for quick deployment of equipment to the stakeholders
- Streamlined workflows by identifying bottlenecks in existing systems and proactively addressing these challenges through appropriate solutions implementation
- Reduced operational costs through comprehensive process improvement initiatives and resource management
- Optimized resource allocation by conducting regular performance evaluations and providing personalized coaching for staff development
- Conducted competitive analysis to identify market trends and capitalize on emerging opportunities for growth
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations
- Developed remote PC standards to reduce downtime on sites
Senior Project Manager
Casaplex, LLC
01.2018 - 04.2021
- First official Project Manger for Casaplex
- Developed and implemented processes for future Project Mangers
- Assessed vendor products and maintained positive vendor relations
- Developed Standards for better work flow and efficiency
- Recommended process and systems improvements such as internet based task tracking (Basecamp)
- Visited sites to ensure teams were adhering to Casaplex Standard
- Set project timelines and kept teams on task to complete milestones according to schedule
- Maintained project quality with a hands-on management style
- Maintained schedules to ensure that key milestones were being met at every phase
- Managed and led multi-disciplinary design team throughout development and contract document phases for recurring multi million dollar projects
- Sourced additional resources and staff to meet timeline demands and budgets
- Kept project on schedule and within budget while serving as project leader
- Created full-fledged implementation plans, accounting for ROI, cost-benefit and other analyses
- Optimized resource allocation by closely monitoring project progress and adjusting team assignments as needed
Service Manager/Technician
Casaplex, LLC
01.2015 - 11.2018
- Launched first Casaplex Service Department to take client load off the Install and Production Team
- Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels
- Increased profits by 60% in one year through closing of service calls and restructuring Casaplex's response time
- Created new revenue streams through implementing monthly service plans
- Cultivated and strengthened lasting client relationships
- Trained, coached and mentored staff to ensure smooth adoption of new program
- Developed and rolled out new policies
- Hired and trained 2nd team member of new department
- Ensured that each client's experience was positive, memorable and consistent
- Provided outstanding customer service
- Accurately completed service reports and warranty forms
- Streamlined repair processes to ensure minimal downtime
- Facilitated team training procedures in alignment with company standards
Lead Technician
Casaplex, LLC
03.2013 - 03.2015
- Key team member to get projects started and maintain timelines and budgets
- Started and completed 5 industry award winning projects
- Validated schematics and designs working alongside Project Managers
- Responded to customer requests via telephone and email
- Developed installation Standards for install team
- Developed inventory for tech team
- Maintained fleet vehicles and stock for team
- Set up industry training for team
- Helped in developing client documentation for each project
- Lead team on high profile clients
- Mentored junior technicians, fostering a collaborative work environment that encouraged skill development and knowledge sharing.
Lead Technician
IQ Home Entertainment
05.2009 - 03.2013
- Lead install team on projects to maintain timeline and budgets
- Key team member in high end Audiophile setups
- Built first Virginia based McIntosh Experience Center inside showroom based on McIntosh design
Project/Service Manager
Myer-Emco
01.2007 - 03.2009
- Developed written plans, extended warranty, procedures and obtained customer consent to proceed
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks
- Sold the most Service NET plans in DC Metro area for 2006
- Updated customer orders from start to finish in an accurate and timely manner
- Strong leader of customer support staff
- Solved unresolved customer issues
- Trained staff on operating procedures and company services
- Researched complex problems and resolved issues in a timely manner
Lead Technician
Myer Emco
03.1998 - 03.2007
- Collaborated with Project Managers and Design team members to ensure smooth work flow and efficient project execution
- Trained new team members to bring them to Myer-Emco's standards
- Lead install team on new projects
- Developed training programs for standardized tech skills
- Started Service Department program to help take load of install team
- Hired and lead Service team to handle all Service NET cients
Education
Bachelor of Science - Mechanical Engineering
George Mason University
Fairfax, Virginia2002
Skills
- Extremely organized
- Staff development
- Methodology implementation
- Process implementation
- Developing SOPs
- Schematic diagram interpretation
- Proficiency at reading blueprints
- Pride in workmanship
- Materials preparation
- Team leadership
- Project management
- Construction practices
- Fast learner
- Computer proficient
- Cisco Meraki configuration and dashboard management
- Remote PC setup
- Access Control and basic sercurity wiring and best pratices
- Supervisory experience
Certification
- InfoComm CTS certified
- Crestron CTI-P101
- Crestron DMC-D-4K
- Crestron DMC-E-4K
- Crestron Toolbox
- OSHA
Timeline
Quality Assurance and Prefrabrication Manager
Casaplex LLC
01.2021 - Current
Senior Project Manager
Casaplex, LLC
01.2018 - 04.2021
Service Manager/Technician
Casaplex, LLC
01.2015 - 11.2018
Lead Technician
Casaplex, LLC
03.2013 - 03.2015
Lead Technician
IQ Home Entertainment
05.2009 - 03.2013
Project/Service Manager
Myer-Emco
01.2007 - 03.2009
Lead Technician
Myer Emco
03.1998 - 03.2007
Bachelor of Science - Mechanical Engineering
George Mason University
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