Customer Service Manager

Handry Phan

**** ***** ***** **** *****: 202-***-****

Apartment B Email: **********@*****.***

Fai rfax, VA 22033 http://www.dcjobs.com/r/HandryPhan

QUAL I F ICAT IO NS SUM MARY:

A seasoned professional with experience in Technical, Customer Support and Administrative Services

possessing the ability to interact with senior management, staff, and customers while under pressure

w ith resourcefulness and efficiency, with a high level of professionalism and f lexibility. Excels i n a

team environment as well as working independently or under minimal supervision and guidance.

Strong critical thinking, strong organizational and t ime management skills, punctual, reliable, and

efficient. Ability to work on multiple projects concurrently. Possess strong computer skills;

k nowledgeable i n computer operating systems. M ulti-lingual, f luent in English, Indonesian, and

M alays.

Capabilities/Experience Include:

Customer Service & General Accounting Filing & Data Achieving

Relations

Word Processing & Typing Problem Solving

Technical Support

Office Equipment Operation

Accounts Receivable

Computer Operation

PROFESSIONAL EXPER I E NCE & H I G H L I G H TS:

D r iven, I nc.

6400 Arlington Blvd Suite 750, Falls Church, VA

Support Analyst (07/30/2012 – Current)

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• Provide 24-hr support for Driven ONE user concerns.

• Support basic ONE usage questions from users.

• Support user connection/Citrix issues.

• User account credentials and permissions support.

• User account preferences support.

• Tier 1 user assistance – folder creation/folder moves/permissions.

• Tier 1 user assistance – tag creation/permissions.

• Assist users with simple keyword, metadata, rendition, annotation searches.

• Quickly escalate non-support tasks to the appropriate internal party – DBA, LS, DT, PM.

• Report One service/product issues to Driven Development team.

• Enter and track all billable time through usage of billable time application.

• Assist with batch check in, simple review batch questions, basic review support.

• Annotations assistance. (how to use, remove, find).

• First tier of assistance with problem documents.

• Layout creation and requests.

• Initial POC for Citrix issues with Accelera.

Glotel at Verizon D igital Media Services

22001 Loudoun County Parkway, Ashburn, VA

Customer Care Analyst (06/05/2012 – 08/10/2012)

• Provide 24/7 support to VDMS Content Providers /DMR as it relates to service needs and issue

resolutions.

• Worked with 2 Verizon Support Centers V.E.C, and CC&S to provide end to end support.

• Managed inbound and outbound customer contact, and handle routine service requests.

• Facilitated issue resolution, order, billing, or application support issues.

• Increased personal knowledge of client business and technical environment with the goal of

i ncreasing first-call resolution rates.

EB IZAUTOS

5584 S. Fort Apache Road, Las Vegas, NV, 89148

Data Collector / Client Service Representative ( 04/27/2009 – 02/03/2012)

• Updated and maintained company’s database system to track sales, clients, marketing process

and billing information.

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• Created and maintained project files, completed daily, weekly or monthly project related

reporting forms, files, faxes or copies project documents accurately.

• Contributed to the efficiency and effectiveness of service to customers by offering suggestions

and directing or participating as an active member of a work team.

• Assisted with research information including gathering vehicle history report, pictures, vehicle

data, and creating presentations.

• Provided general administrative support to a unit of six professionals to include maintaining

f iles and equipment, ordering supplies and other projects.

• Assisted Accounts Receivable personnel to t rack past due balance on accounts and matching

t hem with work reports to ensure no multiple charges and submit to clients for payment

w ithin specified t imeframes.

• Provided Executive support to the client teams including managing the website updates,

reporting updates and collaborating on content.

• Troubleshot equipment malfunctions with IT Department, order and maintain office supply

i nventory, prepared Expense reports, Reimbursement reports, and Daily Work reports.

Tyson’s Toyota

8610 Leesburg Pike, Vienna, VA,

P romoted to Assistant Service M anager (12/03/2007 – 12/05/2008)

• Prepared writ ten estimates for service work and parts; acted as liaison between customer and

manufacturer reps and technicians; strong interaction with in-house shop technicians.

• Tracked service/work orders; parts requests; perform t imely follow-up with customer.

• Ensured timely completion of work order and invoice submission through a computer.

• Performed quality assurance after service performed and ensuring customer’s original

complaints are resolved.

• Assisted Service Manager w ith several other duties as assigned including scheduling of

corporate meetings, manufacturer training, working closely with technicians and shop

foremen.

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• Answered multi-line telephones in a friendly, professional manner, writ ten down messages

w ith accuracy and appropriately referred questions and requests.

• Assisted guests with light photocopying, printing, and facsimile and sending/receiving courier

packages.

• Troubleshot a wide variety of requests and situations, both for customers and team members.

Moore Collision Center

25450 Pleasant Valley Road, Chantilly, VA, 20152

Customer Service / Data Ent ry / Accounts Receivable / R eceptionist ( 08/2006 – 12/2007 )

• Assisted shop manager with special assignment including payroll, dealing with customer

complaints, ordering office supplies, and daily profit t racking.

• Entered data from insurance estimates including providing necessary supplements provided by

estimators.

• Performed cashier duties such as collecting payments, closing at the end of the day, and

p roviding reports to the controller.

• Identified, researched, and resolved and t rack customer issues using the computer system.

• Followed-up on customer inquires not immediately resolved.

• Researched billing issues and misapplied payments.

Audi of Tyson’s Corner

8598 Leesburg Pike, Vienna, VA, 22182

P romoted to Head Cashier (03/2005-08/2006)

• Opened and closed the registers in the presence of the cashier and provide change during shifts.

• Managed and scheduled breaks, including meals for cashiers.

• Authorized and signed for refunds and overrides.

• Assisted in ensuring the financial integrity of the service department through strict cashier accountability, key

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control and adherence to company security practices and cash control procedures.

• Provided guidance to cashiers while insuring proper coverage for customer service at the cashier’s office.

• Ensured that service experience is pleasant according to established practices.

• Assisted in maintaining accurate inventory levels by controlling paperwork and facility controls.

• Followed company policies and procedures as outlined in the Standard Operating Procedures manual,

Employee Handbook and company communications. Assisted Service Manager in ensuring employee

compliance.

• Completed all paperwork and documentation according to guidelines and deadlines.

• Computed and record totals of transactions and keep balance sheets of amounts and numbers

of t ransactions.

• Issued receipts, refunds, credits, or change due to customers.

• Monitored checkout stations to ensure that they have adequate cash available and that they

a re staffed appropriately.

• Received payment by cash, check, credit cards, vouchers, or automatic debits.

• Calculated total payments received during a time period, and reconcile this with total sales.

• Compiled and maintained non-monetary reports and records.

E DUCAT IO N & TRA I N I NG:

American I n tercontinental University

Hoffman Estates, I L (Currently attending, expected graduation date 08/21/2016).

BS in Business Administration – Human Resource Management (GPA: 3.4).

Stratford Career I nstitute

Online Study, Washington, DC (08/27/2004).

Associate of Science i n Computer (GPA 3.7 - Graduated with Highest Honors).

Attended American Red Cross T raining

CPR/AED Certified since Apr/2012.

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ACH I E VE M E N TS:

Recognized as No.1 highest producer as part of a small team in 2010, and 2011.

Awarded as Tyson’s Toyota Employee of the Month in 2008.

Promoted to Assistant Service Manager at Tyson’s Toyota in 2008.

Promoted to Head Cashier at Audi of Tyson’s Corner in 2005.

CO MP U TE R SKI L LS:

Microsoft Office Suite (Word, Excel, Power Point, Publisher, Outlook, Dynamic Exchange), Microsoft

W indows OS, MAC OS, Adobe Acrobat Reader, Patricia, Elite, CPI, Opera Hotel Edition, Reynolds &

Reynolds, Rome, Pathways, POD, iPad, iPhone, ACD, Electronic Ticketing Management System,

iVAPP, CORE, VEC, SRM, Sametime Communicator, Wisegate, Gueves, Velocix, Signiant, Aspera,

O NE, Cit rix, SQL, Lotus Notes.

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