Tuan Q. Tran
Springfield,OH
Summary
Tech-savvy innovator with years of hands-on experience in emerging technologies and a passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Skilled in IT support, content creation, web design, social media strategy and data analytics. Excels in adapting to fast-paced environments and driving technological advancements. Focused on achieving targeted results through innovative digital solutions.
Overview
21
21
years of professional experience
Work History
Customer Success & Account Management Team
Jazel Auto
01.2018 - 10.2024
- Served multiple roles including: Customer Success & Account Management Team, Build Team and IT Technical Support, and Leadership Coordination.
- Managed complex digital media accounts for major auto dealerships, adapting strategies as needed to meet unique client needs.
- Increased account retention by proactively addressing potential issues and implementing effective solutions for clients using Google Analytics, providing data-driven insights for website improvements.
- Assisted clients with web and social media account management tasks, resulting in higher levels of customer loyalty.
- Strengthened client relationships by consistently providing exceptional technical support utilizing CRM and ticketing systems for efficient resolution.
- Spearheaded projects on behalf of the account management team, aligning resources and timelines necessary to deliver successful outcomes.
- Developed comprehensive training materials and conducted training sessions for staff.
- Built and customized client websites using WordPress and HTML.
- Created visual content using graphic design software and managed video editing projects.
- Functioned as tier 1 and tier 2 technical support specialist, serving customers with knowledgeable, friendly support.
- Facilitated cross-functional meetings providing leadership support to management and operations teams.
- Screened and interviewed potential job candidates per human resource recruiting process.
- Managed client database, ensuring accurate record-keeping for seamless account management.
Technical Support Specialist
Gigatron Software Company
01.2014 - 10.2018
- Delivered training on StenoCAT software to courtroom stenographers and staff as well as provided technical support as StenoCAT software expert.
- Improved customer satisfaction by efficiently resolving IT issues and providing timely support restoring customer functionality effectively and promptly.
- Provided high level tier-1 and tier-2 technical support in person, by phone remotely, as well as email communication consistent with department and team service levels and goals.
- Recorded and maintained relevant documentation for each client and work order.
- Achieved high first-call problem resolution rates through diligent troubleshooting efforts and comprehensive product understanding.
- Managed high-volume ticket queues while maintaining exceptional levels of customer service and satisfaction.
- Represented company at user conferences across the United States, delivering software presentations and conducting workshops and education to software clients.
Retail Management
Aki-Home
01.2013 - 10.2014
- Streamlined store operations for increased efficiency, ensuring high standards in presentation and customer experience.
- Designed and implemented company culture, policies, and procedures.
- Participated in ongoing professional development opportunities to enhance leadership skills and stay current on industry best practices for retail management.
- Mentored junior employees by sharing knowledge about best practices in retail management.
ALEKS Math Corporation
Technical Support Specialist
01.2009 - 10.2013
- Provided technical support for ALEKS math software.
- Recorded and maintained relevant notes for each client and work order.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
IT Help Desk /IT Technical Support Specialist
Scantron Corporation
01.2004 - 10.2009
- Provided IT support to internal and external clients.
- Diagnosed complex technical problems, saving time and resources by providing effective solutions quickly.
- Exceeded customer satisfaction targets with prompt response times and thorough issue resolution.
- Managed high levels of call flow and responded to technical support needs.
- Served as Team Leader.
Education
Computer Science/Information Systems
Goldenwest College
Huntington Beach, CA01-2003
Computer Science/Information Systems
Orange Coast College
Costa Mesa, CASkills
- Multimedia production
- Communication
- Web development
- Digital advertising
- IT / Technical Support
- Visual storytelling
- Professionalism
- Customer service/Service recovery
- Reporting and metrics
- Problem-solving abilities
- Management
- Team building
Languages
English
Full Professional
Vietnamese
Native or Bilingual
Timeline
Customer Success & Account Management Team
Jazel Auto
01.2018 - 10.2024
Technical Support Specialist
Gigatron Software Company
01.2014 - 10.2018
Retail Management
Aki-Home
01.2013 - 10.2014
ALEKS Math Corporation
Technical Support Specialist
01.2009 - 10.2013
IT Help Desk /IT Technical Support Specialist
Scantron Corporation
01.2004 - 10.2009
Computer Science/Information Systems
Goldenwest College
Computer Science/Information Systems
Orange Coast College
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