Vy Dinh

Experience

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  Pho #1 -Vietnamese Restaurant

  Dec 2015 - Mar 2017

  Customer Service Cashier

  - Provided a friendly environment to ensure that customers receive consistently excellent service.- Handled payments effectively to reduce wait time for customers.- Featured giveaways and compensated for unsatisfied dining experiences to increase return customers.

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  Pho #1 - Vietnamese Restaurant

  Mar 2017 - Mar 2018

  Front Manager

  - Scheduled and supervised individual work shifts to deliver outstanding customer service.- Set performance metrics to team members followed by frequent communication to maximize efficiency and effectivity. - Forecasted seasonal customer demand to allocate staff and achieve cost-effectiveness.

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  Vaco at Google

  May 2018 - Apr 2019

  Content Reviewer

  - Ensuring logical and meaningful Ads/URLs content based on the guideline to deliver high-quality content consistently, accurately, and punctually. - Evaluating Ads/URLs with team members to maintain consolidated rating.- Observing new mistakes in Ads/URLs to improve the guideline and subsequently enhance Ads/URLs quality.

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  Vaco

  May 2019 - Nov 2019

  Training Coordinator

  - Periodically updating training materials and agenda.- Having scheduled and conducted multiple training sessions for 40 new hires within 6 months (onsite for US team and remotely for India teams).- Collaborating with stakeholders and other team members in adjusting policy guidelines to address ambiguity or inadequacy of the current version. - Serving as a Point of Contact to coordinate project workflow

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  American Portwell Technology, Inc.

  Dec 2019 - Aug 2020

  Return Material Authorization (RMA) Specialist

  - Provide excellent support via email or phone to inform customers about products and services, as well as to obtain details of problematic cases. - Keep records of customer communication including but not limit to detail of inquiry, complaint, and suggestion/comment and action plan as well. - Perform first problematic diagnosis, including issue a RMA number, rework or issue credit memo to customer in accordance with the agreement of sales order and product condition. - Ensure the appropriate changes will be made to resolve customers' problems under the premise of efficiency and quality. - Obtain the relevant information to assess validity of complaints and to determine possible causes, and direct the problem to designated departments for further assistance and follow up within a reasonable time frame. Show less

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  Facebook

  Sept 2020 - Jul 2021

  Customer Resolution Representative IV

  - Managing the escalations queue to triage and response to customer inquiries regarding ordering, shipping, and returns in a timely manner via Zendesk.- Monitoring critical activities and updates from the distribution centers to relay time-sensitive information to various departments.- Investigating and creatively resolving RMA return discrepancies and order issues by utilizing various tools and communicating with customers and 3PL partners.- Leveraging Microsoft Excel and other ERP tools to query and interpret raw data, analyze trends, organize batches of information, and generate reports.- Identifying trending system issue that could disrupt normal operations and escalating to engineering team to address the root cause and resolve quickly tominimize impact on customer experience. Show less

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  Elastic

  Aug 2021 - Mar 2023

  Training Coordinator