Callen Duy Email & Phone Number

Seattle, Wa, Us

Seattle, Washington, United States

Greater Seattle Area

Greater Seattle Area

Greater Seattle Area

-Oversaw a support team that performed QA testing on our ELD solution, Zonar Log's-Created and oversaw our AOBRD -> ELD Transition team to ease the impact our customers may see-Redesigned our support ticket process to ensure better tracking and faster resolution for reported issues.-Works closely with project management and development teams throughout the development life cycle to ensure the support side is not overlooked- Perform advanced troubleshooting of Zonar's Mobile Devices and Supported Applications-Oversee the support of hardware and software based customer beta's-Supports product beta's until general release-Travel to perform training and high level troubleshooting-Manage updates to customers Mobile Devices -Provide internal training's on new hardware/software

Greater Seattle Area

-Advanced troubleshooting of Zonar's Mobile Devices-Oversaw the support of hardware and software based customer beta's-Supported product beta's until general release-Traveled to perform training and high level troubleshooting-Managed updates to customers Mobile Devices -Created customer facing release notes and training material-Provide internal training's on new products

Seattle, Wa

- Proactively contacting customers regarding their account's and equipment- Welcome call's to newly on-boarded customers- Provide remote training to new and existing customers- Proactively monitor device health across all accounts to identify hardware issues or troubleshooting needs- Support and collaborate with the Inside Sales team- Document, track and monitor problems to ensure timely resolution- Escalate problems as necessary- Process hardware RMA's as necessary- Support Help Desk with inbound calls

Seattle, Wa

- Respond to internal & external phone call and email requests for Zonar technical support- Document, track and monitor problems to ensure timely resolution of customer issues- Escalate problems as necessary - Validate and process qualified hardware returns- Cross collaborate with internal departments- Provide support to internal employees- Provide remote training to customers- Perform administrative duties as needed

Ravensdale, Wa

Assisted the lead tester with Non-Destructive Metal testing at pulp and paper mills. This includes testing welds for crack and metal density.

Scottsdale, Az

As a Promoter for EventVibe I was responsible for numerous tasks to ensure each and every event we host goes off without a hitch. This includes distributing promotional material including flyers, posters, business cards and all forms of social media. I provided guest lists and V.I.P. lists to venue management on event nights to ensure a smooth entry into the event for these guest. I was a liaison with security/bar staff through out the event to ensure our guest have a safe and memorable experience. Additionally I handled ticket sales on larger event hosted by EventVibe.

-Worked closely with project coordinators to understand project requirements and objectives.-Identified risk involved with development work and prioritized testing to minimize risk.-Designed and created test cases and scenarios for software testing.-Performed functional testing, regression testing and kept track of all the new developments-Working knowledge in Quality Management Software and Processes.-Identified potential and real problems during testing and work with Project coordinator and developer to resolve.-I recommended release plans based on content of development work.-Follow up with test locations.-Developed and implemented automated testing plans to ensure thorough testing of all possible uses of app.-Write user documentation and release notes.

- Assist in supervising a team of 30+ customer service agents- Complete extensive investigations to resolve escalated customer concerns and service files through phone, letter, and e-mail.- Preform QA on customer service agents calls to ensure high level of customer service is met.- Approve/Deny refunds submitted by customer service agents; offer alternate resolution if standards are not met.- Lead and coach customer service agents when improvement is needed.- Assist with on going customer issues through social media including twitter and facebook- Speak with customer with escalated on going issue with our service and product

Responsible for monitoring customer service agents. Answered questions when the agents are not knowledgeable about the specific questions being asked. Spoke with customer when calls were escalated and provided the customer reassurance that we are here to help.

Assisted our customers with various inquiries and concerns related to our products and services. Received incoming calls from customers across the United States and Canada and was an advocate for our customers. Actively listened to our customers concerns, made informed decisions, and took the proper course of action to come to a positive resolution with the goal of offering a reasonable resolution to the customer, and retaining the customer's current and future business.

Took incoming calls from customer's with U-Hauls broken down during their move. Gathered important information including geological location, issues experiencing with the moving truck and vital contact information. Contacted local service providers in the area to dispatch service to our customer's.Took accident reports when our customer's are in any collision or damage related problem with the equipment.Took abandon reports when concerned citizens call in suspicious U-Haul vehicles parked in locations for extended periods of time.Took stolen reports when customer's reports there equipment is missing.

Goodyear/Avondale, Az

Became the lead delivery driver over the course of my 3 year employment.

Computer Systems Networking And Telecommunications

Was Working to obtain my CCNA cert Cisco Networking Fundamentals – Complete Cisco Routing Protocols and Concept – Completed Cisco LAN.

Fire Science/Fire-Fighting

General Studies