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.

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.
• 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.
• 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.

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

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.