Remote Customer Service & Student Advisor

KIET HUYNH

San Antonio, TX +(1-210-***-**** ****.**.****@*****.*** LinkedIn

SUMMARY

Customer service professional with extensive experience providing remote support through Zoom, Slack and company systems. Skilled in managing customer inquiries, resolving escalated issues and leveraging tools like Canvas LMS and Excel to track interactions and improve satisfaction. Self-motivated, dependable and adept at working independently to deliver efficient, professional support. CORE COMPETENCIES

• Core Competencies: Collaborative Advising, Academic Planning & Success, Case Management, Major Selection & Career Guidance, Degree Progress Monitoring, Data Analysis & Reporting, Customer Relationship Management

• Technical Skills: LMS: Canvas, Blackboard, Tools: Excel, Slack, Zoom, Ops: Google Workspace, Microsoft Office, PowerPoint, Windows 11

EDUCATION

CSU, Long Beach, California, USA Bachelor of Arts, Communication Studies WORK EXPERIENCE

Royal Melbourne Institute of Technology Academic Success Advisor Dec 2019 - Jun 2021

• Managed support for at-risk university students by creating personalized plans with Canvas, Excel and customer relationship management tools, improving student retention and guiding them to meet academic milestones

• Led cross-functional collaboration with on-campus departments (housing, medical) and external stakeholders, including parents and families, to provide holistic case management for diverse student needs.

• Directed data-driven program evaluation by preparing statistical reports to measure efficacy of processes, ensuring continuous improvement of advising strategies.

• Coordinated and delivered large-scale workshops and training sessions for staff and students, utilizing feedback data to identify systemic issues and improve institutional program delivery. Loon Loon English Chief Executive Officer – Loon Loon English Apr 2021 - Dec 2023

• Directed all operational facets, ensuring 100% compliance with educational standards.

• Managed enrollment services-including application processing, invoicing and scheduling-through Excel and Zoom on Windows 11, streamlining workflows and increasing on-time enrollment rates

• Resolved escalated student and parent concerns through structured problem-solving and collaborative advising, resulting in higher satisfaction and fewer repeat issues

• Communicated with students and parents via Slack and Zoom to ensure timely resolution of inquiries, enhancing professional written and verbal communication

Voxy Inc. Online English Tutor – Voxy Inc. Feb 2023 - Present

• Plan and deliver task-based English lessons for groups and private students at all levels using Zoom and the Canvas LMS, ensuring each session meets curriculum objectives and leads to steady improvement in language proficiency

• Provide personalized feedback and study tips through Canvas LMS and Zoom, helping students improve pronunciation and grammar and demonstrate measurable progress in their language assessments

• Adapt methods and topics to suit various learning styles and cultural backgrounds. Freelance Private Tutor – Freelance Mar 2015 - Present

• Conduct preliminary consultations via Zoom and Slack to assess learners’ objectives and learning styles, enabling the creation of tailored lesson plans

• Design and deliver personalized English lessons using Canvas and Zoom, incorporating targeted activities and progress tracking in Excel, which helps students achieve their language-proficiency goals

• Teach skills and strategies to prepare students for TOEFL and IELTS. Everest Education English Teacher – Everest Education Mar 2018 - Sep 2019

• Taught supplementary English lessons to teen learners of all levels using Google Classroom and interactive activities, which helped students improve reading comprehension and confidence

• Designed and adapted lessons to students’ needs. YOLA Education IELTS Teacher – YOLA Education Mar 2018 - Jan 2020

• Planned and delivered IELTS lessons to teen students across proficiency levels using Zoom and Canvas LMS, incorporating data-driven insights from Excel analyses; this approach boosted average practice-test scores and student confidence

• Administered practice tests through Canvas LMS, analyzed results with Excel, and refined lesson plans, which led to higher practice-test scores and increased student engagement

Wall Street English Personal Tutor Team Leader Aug 2015 - Sep 2016

• Led a team of 15+ tutors, using Google Workspace and Slack to share best-practice teaching guides, which raised student satisfaction scores and helped the center meet its service targets

• Managed scheduling and onboarding of new tutors with Excel and Slack, streamlining the process and enabling faster integration so the center maintained full staffing levels

• Instructed adult learners on English skills and effective study habits.

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