Tin Nguyen

• Investigated and processed customer disputes and transaction-related inquiries in accordance with established procedures and regulatory requirements
• Reviewed account and transaction information to identify discrepancies, determine appropriate resolutions, and ensure accurate case documentation
• Managed high-volume dispute cases while meeting productivity, accuracy, and service-level expectations
• Communicated with customers and internal teams to gather information, resolve issues, and provide timely case updates
• Maintained accurate records and documentation throughout the dispute resolution process

• Resolved 50+ daily customer and technical support tickets across phone, chat, and email in a high-volume environment
• Maintained 98%+ SLA compliance while delivering accurate and timely issue resolution
• Reduced average response time by 20% by optimizing ticket prioritization and workflow processes
• Provided technical support for systems used by 10,000+ daily users, minimizing downtime and disruptions
• Handled escalated Tier 2 issues, enhancing customer satisfaction and decreasing repeat contacts by addressing root causes
• Collaborated with cross-functional teams to pinpoint recurring issues, leading to targeted improvements in service quality

• Reduced customer wait times by 30% through efficient troubleshooting and call handling
• Achieved SLA targets while sustaining high customer satisfaction scores
• Provided high-volume support for account, billing, and technical inquiries, ensuring timely resolution

• Provided high-quality service during peak demand periods to maintain customer loyalty
• Facilitated customer reservations, billing, and service requests in a fast-paced environment to ensure satisfaction
• Worked successfully with a diverse group of coworkers to accomplish goals and address issues related to our products and services.
• Contributed innovative ideas and solutions to enhance team performance and outcomes.
• Performed routine responsibilities to maintain efficiency and accuracy.