Travis Nguyen
San Jose
Summary
Dynamic contact center professional with a proven track record at Provident Credit Union, excelling in problem-solving and customer relationship management. Consistently exceeded performance metrics by efficiently resolving inquiries and enhancing customer satisfaction. Skilled in utilizing software platforms to streamline processes, ensuring high-quality service and effective follow-up.
Overview
23
23
years of professional experience
Work History
Contact Center Agent
Provident Credit Union
01.2005 - 09.2019
- Assisted customers by answering questions and responding to inquiries.
- Responded to customer requests for products, services, and company information.
- Addressed customer account discrepancies and concerns.
- Recommended products to customers, thoroughly explaining details.
- Utilized detailed product knowledge to provide tailored solutions that met the unique needs of each customer encountered.
- Improved customer satisfaction by efficiently addressing and resolving inquiries, complaints, and concerns.
- Reduced average call handling time through effective problem-solving skills and utilizing available resources.
- Exceeded performance metrics consistently, showcasing dedication to providing excellent customer service.
- Provided constructive feedback to management regarding areas of improvement within the contact center''s operations based on personal experiences and observations from daily interactions with customers.
Call Agent
Sprint
05.1996 - 10.2001
- Built strong customer relationships with empathetic communication and active listening skills.
- Balanced high call volume while maintaining composure under pressure, resulting in satisfied customers and positive feedback ratings.
- Maintained accurate records of customer interactions, ensuring data integrity for future reference or analysis purposes.
- Mastered multiple software platforms to ensure seamless navigation during calls, improving overall productivity.
- Maintained high call quality standards by adhering to company guidelines and protocols.
- Achieved targeted call resolution times by swiftly identifying issues and providing solutions.
- Streamlined processes for improved efficiency, leading to shorter wait times for customers.
- Partnered with other departments to address cross-functional concerns, facilitating issue resolution more efficiently.
- Provided constructive feedback during regular team meetings, helping drive continuous improvement within the department.
- Managed time effectively between inbound calls and follow-up tasks, ensuring all responsibilities were addressed daily.
- Retained customers by providing exceptional service, preventing potential cancellations or account closures.
Education
No Degree - Economics
UC Davis
Davis, CAHigh School Diploma -
Pinole High School
Pinole, CA06.1990
Skills
- Problem-solving skills
- Answering questions
- Gathering information
- Follow-up skills
- Schedule adherence
Languages
Vietnamese
Native or Bilingual
Timeline
Contact Center Agent
Provident Credit Union
01.2005 - 09.2019
Call Agent
Sprint
05.1996 - 10.2001
No Degree - Economics
UC Davis
High School Diploma -
Pinole High School
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