Thuan (Sammy) L. Email & Phone Number

Ontario, Canada

73 Galaxy Boulevard, Unit 13-14, Etobicoke, On

- Support office manager and daily office operation through a variety of administrative duties- Maintain efficient flow of communication between internal and external stakeholders to ensure outstanding service delivery and feasible schedule fulfilment- Compile and analyze work order data to provide statistical trends to support new service improvements- Establish and maintain electronic filing system per client group and transit number for internal team's efficient tracking and coordination- Set up standard office procedure for submitting job reports and provide training to technicians on using the mobile tracking software (T-sheets) - Train and supervise new staff on standard processes including monthly invoicing and onsite troubleshooting procedure- Establish trust and productive relationship with suppliers and internal departments

Kitchener, Canada

• Provided concise instruction to assist customers with their inquiries• Diligently recorded information (clients’ inquiries, ticket tracking) and provided inputs for process improvements and service optimization• Ensured all sales are reconciled as well as all receipts and customer information are recorded accurately and attached in the right order• Maintained the constant availability of service areas, supplies and materials even during peak times

Ho Chi Minh, Vietnam

• Planned and monitored workload and performance of 20 customer service representatives across all product lines• Developed and implemented a communication tool using MS Excel to coordinate various departments in order to focus on minimizing paperwork and communication gaps• Facilitated project/operation status meetings at different levels to address issues promptly and discuss new procedures• Project “Hold rate reduction”: Established a plan employing DMAIC technique to reduce the submissions hold rate to 13% by end of 2013. Activities included but not limited to defining and measuring the top 5 issues resulting in submissions’ delay time, analyzing the root causes based upon the 5-Why method and proposing solutions as well as coordinating various departments (Sales, Operations, Finance, Customer Service, Testing, QA) to engage them in the implementation plan. Constantly and effectively maintained communication flow across departments and acted as a liaison between internal teams and external clients to monitor the sustainability of the project outcomes.• Project “Reducing Quotation’s preparation time” (2013): Successfully cut down the average time for making a quotation from 66 minutes to 22 minutes by developing the auto-calculate quotation template utilizing the MS Excel and preset formulas. Increased efficiency up to 67% for operation team.• Prepared technical training materials, conducted on-board trainings within Sales and Customer Service departments, and external trainings/workshop at clients’ sites

Vietnam

- Personalized customer experience, executed extensive follow-ups and actively coordinated the internal departments to maintain sales from high revenue accounts- Performed effective onsite training for customers to increase their competency, which led to reduce waste time of the company on process delaying or irregular communication.- Ensured timely and accurate service delivery through process standardization and working towards continuous improvements based on customer feedback.- Ensured knowledgeable, consistent and continuous customer support by increasing flexibility in the team through frequent cross-training.- Kept turnover rate low within the team by conducting workload analysis and re-arrangement in accordance to shared goals and staffs' capacity.- Led team to achieve company's target and facilitated staffs' performance development by KPI setup, Skills and Training needs analysis, goal and plan outlined for the team each year during the Performance Management Process.

Ho Chi Minh City, Vietnam

• Supervise the activities of customer service executives within textile product line (Softlines)• Coordinate and assign the work of customer service staff to ensure efficient customer service; monitor workload within team to re-arrange if needed• Assess the final work result and verify the accuracy of information provided to clients• Set up work schedules for late shifts, night shifts and Saturday working depending on volume of service requests• Coordinate activities with different departments throughout the work flowchart to fulfill client’s expectations on turn around time and test result accuracy• Establish standard procedures to achieve company’s goals and client satisfaction• Resolve work issues and customer complaints when arise• Identify training needs and training budget, conduct trainings in job duties and company’s standard procedures for new staff• Prepare and submit order for supplies and materials to maintain available inventory for the team• Arrange IT team to assist with the maintenance and repair of the computer equipment and network to ensure smooth daily operation• Perform the same daily tasks of a customer service executive when one is absent or assistance is required• Other supporting tasks from upper manager

Ho Chi Minh City, Vietnam

• Assisted customers to identify regulatory and performance requirements for specific products with respect to imported countries and product characteristics• Facilitated customers’ test requests and met strict deadlines through coordinating teams and activities involved to ensure product compliance before shipments• Prepared the simplified test protocols for lab usage• Explained the failure of compliance and suggested solutions for improvement, especially regarding regulatory failures

Ho Chi Minh City, Vietnam

Responsibility:- Examined the frozen seafood process and refrigeration system’s working principle.- Practiced in controlling products’ quality.- Examined HACCP applied in the company.

Post Graduate Certificate, Project Management

Post Graduate Certificate, Entrepreneurial And Small Business Operations, Gpa: 4.0

Activities and Societies: • Awarded with $1,000 RBC grant for successful completion of the first semester.

Bachelor Of Engineering, Biochemistry Technology

Activities and Societies: • First ranked graduate in the class of 2008. • Thesis: Developed a mechanized production of semi-hard cheese.