Summary
Overview
Work History
Education
Skills
Timeline

Johnny Duong

Calgary,Canada

Summary

Customer Service Representative with 2 years of inbound and outbound calling who provides exceptional customer service through active listening and problem solving.

Overview

13
13
years of professional experience

Work History

Customer Relations Executive

Paysafe
Calgary, AB
11.2018 - 02.2022
  • Served customers and followed outlined steps of service.
  • Identified issues, analyzed information and provided solutions to problems.
  • Maintained energy and enthusiasm in fast-paced environment.
  • Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
  • Worked flexible hours; night, weekend, and holiday shifts.
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
  • Used coordination and planning skills to achieve results according to schedule.
  • Carried out day-day-day duties accurately and efficiently.
  • Provided primary customer support to internal and external customers..
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Communicated with customers to assess and address individual needs, providing timely and quality support via Salesforce systems.
  • Answered average of [63] calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.

Call Center Representative

Ecofitt Corporation
Calgary, AB
03.2018 - 09.2018
  • Acted professionally and patiently when addressing negative customer feedback.
  • Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
  • Met or exceeded service and quality standards every review period.
  • Gathered and verified all required customer information for tracking purposes.
  • Mastery of customer service management systems and databases.
  • Managed customer calls effectively and efficiently in complex, fast-paced and challenging call center environment.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Managed high call volume with tact and professionalism.

Customer Service Representative

Sobeys Western Canada
Calgary, AB
03.2018 - 09.2018
  • Scheduled weekly inventory pickups and deliveries with vendors.
  • Provided elevated customer experience to generate loyal clientele.
  • Learned, referenced and applied product knowledge information.
  • Restocked inventory ever month and reviewed cash operation data to verify proper replenishment.
  • Recommended alternative items if product was out of stock.
  • Directed calls to appropriate individuals and departments.
  • Worked closely with sales representatives on inventory control and ordering.

Car Audio Associate

Visions Electronics
Calgary, AB
09.2016 - 04.2017
  • Successfully processed schedules and part supplies for customers and store management.- Provided knowledge and technical support in car starters.
  • Effectively reprogrammed and repaired various speakers and audio head unit.
  • Engaged with customer about our company and product in commission based environment.
  • Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
  • Assisted in creating pre-season marketing plans to support department and divisional strategies.

Customer Solution Experts / Consumer Win-Back

Shaw Communications
Calgary, AB
01.2014 - 06.2015
  • Assembled customer and account data by inputting customers\' information into the the database.
  • Processed online and offline accounts in the system.- Mediated outbound calls to customers across Canada.
  • Communicated with the customers about the company and ongoing promotions.- Retained and monitored customers within Shaw using advanced web systems.
  • Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
  • Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.
  • Oversaw call center employees to ensure customer satisfaction goals were consistently met.
  • Effectively managed a high-volume of inbound and outbound customer calls.

Home Theatre Specialist

Best Buy
Calgary, AB
07.2012 - 01.2014
  • Provided customers with electronic product knowledge.
  • Opening and closing the store to prepare for upcoming shifts.
  • Marketed new home theatre products and educated the customers on ways to set up and utilize it.
  • Keeping store in sanitary condition at all times.
  • Routinely answered customer questions regarding merchandise and pricing.
  • Greeted customers entering the store to ascertain what each customer wanted or needed.
  • Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
  • Built long-term customer relationships and advised customers on purchases and promotions.

Teaching Assistant

Kumon Learning Centre
Calgary, AB
09.2008 - 01.2010
Taught students between ages 5-17 on mathematics and English - Handled tutorial sessions and monitored weekly homework assignments.
  • Aided co-workers when additional assistance is required.
  • Organized grade records to increase reference speed.

    • Education

    Diploma - Business Administration/Marketing

    Southern Alberta Institute of Technology, Calgary
    12.2012

    Business Administration/Marketing

    Skills

    • Microsoft Office (Word, Excel, Outlook and PowerPoint)
    • Great knowledge using Microsoft Office software for school assignments and past work experience
    • Adobe Products (Photoshop CS3 and Illustrator CS3)
    • Knowledgeable and experienced with Adobe Photoshop CS3 and Illustrator CS3 applications that apply for school projects and personal uses
    • Language English: Full professional proficiency
    • Vietnamese: Native or bilingual proficiency
    • Customer service-oriented
    • People-oriented
    • Skilled in call center operations
    • Customer interface expertise
    • Marketing savvy
    • Completed telephone training seminar
    • Understanding Customer Needs
    • CRM Software

    Timeline

    Customer Relations Executive - Paysafe
    11.2018 - 02.2022
    Call Center Representative - Ecofitt Corporation
    03.2018 - 09.2018
    Customer Service Representative - Sobeys Western Canada
    03.2018 - 09.2018
    Car Audio Associate - Visions Electronics
    09.2016 - 04.2017
    Customer Solution Experts / Consumer Win-Back - Shaw Communications
    01.2014 - 06.2015
    Home Theatre Specialist - Best Buy
    07.2012 - 01.2014
    Teaching Assistant - Kumon Learning Centre
    09.2008 - 01.2010
    Southern Alberta Institute of Technology - Diploma, Business Administration/Marketing

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