VINCENT VU-PHAN
Portland,OR
Summary
Operations and customer service professional with experience supervising daily workflow, training new hires, and resolving staff and customer issues. Known for clear communication, steady support during busy shifts, and maintaining compliance with company procedures and service standards.
Overview
8
8
years of professional experience
Work History
Operations Supervisor
One Call Concepts
Portland, OR
01.2024 - Current
- Supervised daily operations for employer service teams, ensuring workflow compliance and enhancing team efficiency.
- Resolved customer complaints in a timely manner to maintain customer satisfaction.
- Resolved staff issues and supported supervisors to maintain smooth operations during peak employer shifts.
- Conducted interviews and made hiring recommendations to strengthen team capabilities.
- Supervised daily operations for utility locate request workflows at One Call Concepts.
Operations Trainer
One Call Concepts
Portland, OR
05.2022 - Current
- Delivered classroom and side-by-side coaching on scripts, systems, and compliance standards.
- Trained new hires on call handling procedures for one-call damage prevention services.
- Developed training materials aligned with One Call Concepts workflow and service expectations.
- Updated onboarding content to reflect policy changes and operational process updates.
- Maintained detailed records of all training activities conducted by the organization.
Lead Operator
One Call Concepts
Portland, OR
05.2022 - 12.2023
- Trained team members on one-call concepts and call handling steps, improving understanding of script changes.
- Communicated with direct supervisors to resolve issues promptly, ensuring operational continuity.
- Coordinated communication between call center departments to streamline service processes.
Customer Service Representative
One Call Concepts
Portland, OR
08.2019 - 05.2022
- Managed inbound customer calls for utility locate and damage prevention requests.
- Followed call center scripts, policies, and safety guidelines during customer support.
- Processed excavation tickets using One Call Concepts notification systems.
Waiter
Saigon Cafe
Eugene, OR
09.2018 - 03.2019
- Resolved guest complaints quickly and efficiently, ensuring positive dining experiences.
- Checked tables promptly to enhance guest satisfaction and promptly address drink or other needs.
- Reviewed menu updates to confidently answer questions and guide customers toward preferred meal choices.
Education
Associate of Science - General Social Science
University of Oregon
Eugene, OR06-2018
Associate of Science - General Studies
Portland Community College
Portland, OR08-2016
High School Diploma -
James Madison High School
Portland, OR06-2012
Skills
- Training design
- Employee onboarding
- Team supervision
- Performance monitoring
- Problem solving
- Complaint resolution
- Customer Service
- Team leadership
- Interpersonal communication
Timeline
Operations Supervisor
One Call Concepts
01.2024 - Current
Operations Trainer
One Call Concepts
05.2022 - Current
Lead Operator
One Call Concepts
05.2022 - 12.2023
Customer Service Representative
One Call Concepts
08.2019 - 05.2022
Waiter
Saigon Cafe
09.2018 - 03.2019
Associate of Science - General Social Science
University of Oregon
Associate of Science - General Studies
Portland Community College
High School Diploma -
James Madison High School