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
Redwood City, CA
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
San Mateo, CA
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