Customer Service Sales

Vinh Nguyen

TRAVEL SALES COUNSELOR

Cypress, TX

**************@*****.*** - 832-***-****

To obtain a position in an organization that provides the opportunity to utilize my ten years of combined

experience in customer service management and diverse levels of logistic operations.

WORK EXPERIENCE

TRAVEL SALES COUNSELOR

VACATIONS TOGO - Houston, TX - August 2014 to February 2015

Plan and sell transportation and accommodations for travel agency customers. Determine destination, modes

of transportation, travel dates, costs, and accommodations required. May also describe, plan, and arrange

itineraries and sell tour packages. May assist in resolving clients' travel problems.

Key Accomplishments:

• Collect payments for transportation and accommodations from customer.

• Converse with customer to determine destination, mode of transportation, travel dates, financial

considerations, and accommodations required.

• Compute cost of travel and accommodations, using calculator, computer, carrier tariff books, and hotel rates,

books, or quote package tour's costs.

• Book transportation and hotel reservations, using computer terminal or telephone.

• Plan, describe, arrange, and sell itinerary tour packages and promotional travel incentives offered by various

travel carriers.

• Provide customer with brochures and publications containing travel information, such as local customs, points

of interest, or foreign country regulations.

• Print or request transportation carrier tickets, using computer printer system or system link to travel carrier.

OPERATIONS SUPERVISOR

APNA ENERGY - Houston, TX - November 2013 to May 2014

Privately Held; 11-50 employees; Utilities industry

Placed in a supervisor position to plan, develop, implement, recruit, train and supervise members in an

environment in which customers received high levels of service and employees are motivated to deliver top

performance on a regular basis. Manage the operation flow from end to end to ensure efficient and accurate

transactions. Develop and execute internal policies and procedures to ensure efficiencies and accuracies of

the workflow. Manage and maintain the internal operations and web site to be compliant with the Public Utility

Commission of Texas regulations.

Key Accomplishments:

• Develop a more commercial focused sales structure to better retain high profile customers that contributed

over 150% growth for the company within a 6 months period.

• Tasked from the owner to turn around under-performing departments.

• Hired and trained CSRs, collections agents, transaction analysts, adjustment specialists, and department

leads, which contributed to significant improvements in customer satisfaction and sales.

RESTAURANT MANAGER

SARPINOS PIZZERIA - Houston, TX - February 2011 to November 2013

Hire, direct, train, and motivate a high-performance team of 15 employees to consistently exceed customer

expectations and meet franchise's standards. The business is based on 95% delivery that requires continually

evaluating workload and strategically dispatching/scheduling drivers. Quickly and effectively resolve customer

service issue and employee conflict. Maximize profitability by carefully controlling inventory level. Hands-on all

required tasks as needed: maintain/repair equipment, cook pizza, takes order, deliver pizza. Monitor overall

business operations using POS (Point-of-Sale) software system. Ensure full adherence to labor/health codes

and safety standards.

Key Accomplishments:

• Establish safety procedure and standard for drivers resulting in zero accident in over two years under my

tenure.

• Consistently increase store revenues.

• Lead the store to earn ranking as #2 best operation among franchise pizzerias in Texas.

PRICING ANALYST/COLLECTION SPECIALIST

STARTEXPOWER - Houston, TX - November 2009 to December 2010

Analyzed and determined appropriate hedge parameters such as start/end dates and types of profiles/blocks

to use for hedge. Performed daily pricing calculations, reviewing heat rate and natural gas prices. Interfaced

with third party traders to hedge positions and determine appropriate hedge parameters. Process incoming/

outbound phone calls and resolve customer problems and payments. Delegated duties of special projects to

team members as assigned by management. Counseled customers on their responsibilities and obligations

of their contract.

Key accomplishments:

• Played a key role in increasing customer retention by approximately 40% despite a 90% customer base

growth.

• Developed a successful process for capturing an accurate reading of revenue, billing and performance

statistics that is used in the Texas Market.

• Optimizing revenue levels in saturated markets by 55% percent within a 2 year period

BILLING AND REVENUE ASSURANCE SR. ANALYST

JUST ENERGY - Houston, TX - June 2007 to September 2009

Audited and analyzed invoices to assure revenues are properly billed. Managed critical care process,

transaction process and various market transactions. Ensured regulatory compliance of TDSP, ERCOT and

PUCT guidelines. Resolved billing errors relating to sales products, promotions, discounted rates, terms

for residential, commercial accounts on a daily basis. Calculate and processed re-bills in a timely manner.

Managed of daily, weekly and monthly operational performance reports. Responsible for maintaining and

developing direct relationships with TDSP and ERCOT contacts. Read and analyzed contractual agreements

and quotes to ensure customer are billed correctly. Implemented and documented procedures that will

streamline current processes and maintain a high level of efficiency

Key accomplishments:

• Developed a successful outstanding customer service to create satisfied, repeated customers in which placed

my position as one of the top analyst in the department.

• Promoted twice within the company.

RESTAURANT MANAGER

N.Y. PIZZERIA - Cypress, TX - August 2004 to May 2007

Responsible for opening and closing the facility as needed. Managed 15 staff members to consistently exceed

customer expectations and meet franchise's standards. Coordinate all food deliveries from vendors. Scheduled

employee shifts. Responsible for hiring, provide safety videos and maintaining employee morale. Coordinated

state and local health and safety inspections. Point of contact for all escalated customer matters

Key accomplishments:

• Established cross promotions with other area vendors and marketing effort resulted in increased delivery/

off site sales revenue of 35%.

• Increased employee retention during tenure.

EDUCATION

Bachelor of Science in Business Management

University of Houston - Houston, TX

August 1999 to December 2003

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