Vu Bao Dang Email & Phone Number

Sydney, Nsw, Au

Sydney, New South Wales, Australia

Key responsibilities:• Conducted business and data analytics using PA Assessment Tool to investigate and assess Priority Assist SLA Mets and Misses.• Conducted root cause analysis of PA Misses and recommended actions or initiatives to improve performance to senior management.• Provided feedback to FOH or other areas on incorrect troubleshooting or non-compliant processes resulting in PA SLA risk.• Designed and compiled comprehensive PA Assurance performance and Quality Assurance reports for agents and People Leaders using SQL and Power BI. Leveraged Power BI's capabilities to create visually appealing and interactive dashboards, providing key insights and driving continuous improvement. Employed Python for complex data wrangling and cleaning tasks, ensuring data accuracy and integrity.• Created communications and training materials for upskilling and training operations for Priority Assist.• Acted as an escalation point for FOH/CM team members and customers when needed.• Demonstrated expert-level knowledge of policy, processes, procedures, and work instructions of NBN Priority Assist.• Proactively engaged with various teams and stakeholders to ensure all requirements were incorporated for delivering the best solutions.• Acted as a backup and received training in Jeopardy processes to assist the team when needed.• Demonstrated reliability, responsibility, and maturity in self-governing work from queues.• Built and maintained effective customer and stakeholder relationships.• Leveraged Microsoft Excel, PowerPoint, and Office Suite to analyse data, create reports, and develop training materials.• Demonstrated attention to detail in problem identification and solution determination.• Provided superior customer service to vulnerable customer segments, including the elderly, those in life-threatening situations, and relatives of vulnerable customers.

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

Westmead, New South Wales, Australia

Key responsibilities:• Designed and conducted proteomic assays to investigate the in-vitro efficacy and molecular mechanism of a novel drug against bacteria and Coronavirus throughout digestion.• Conducted statistical analyses, including post-hoc and ANOVA, genes annotation, and pathway mapping from proteomics data using Python packages (scipy.stats, reactom2py and GSEApy).• Visualised antiviral, antibiotic, probiotic, and proteomic data using matplotlib and seaborn Python packages.• Maintained compliance with University SDS, WHS, and TGA PC2 Lab requirements.

Sydney, New South Wales, Australia

North Ryde, New South Wales, Australia

Parramatta, New South Wales, Australia

Macromolecules research intern

Cabramatta, New South Wales, Australia