Samantha Nguyen
Business Analyst
Etobicoke,ON
Summary
Experienced in leveraging data analysis to inform business decisions and optimize processes. Proven track record of identifying inefficiencies and recommending practical solutions. Collaborative team player with experience in cross-functional teams. Seeking a career in an industry to utilize skills and contribute to company growth while developing new competencies.
Overview
18
18
years of professional experience
4
4
years of post-secondary education
Work History
Bilingual Customer Service Representative
BMO Bank of Montreal
08.2012 - 08.2013
- Increased efficiency and team productivity by promoting operational best practices.
- Contributed to a positive work environment by fostering collaboration and open communication among diverse team members.
- Utilized advanced knowledge of products and services to provide accurate information to customers while upselling when appropriate.
- Assisted customers with French-language inquiries in a timely and professional manner.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both French and Spanish languages.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Consistently maintained a professional demeanor under pressure during high volume periods or challenging customer interactions.
Shift Supervisor
Starbucks
07.2007 - 08.2013
- Trained new employees and delegated daily tasks and responsibilities.
- Completed store opening and closing procedures and balanced tills.
- Managed cash handling procedures, maintaining accuracy in financial transactions and minimizing discrepancies in daily reconciliations.
- Responded to and resolved customer questions and concerns.
- Helped store management meet standards of service and quality in daily operations.
- Enforced company policies and regulations with employees.
Product Enablement Business Analyst
ADP Canada
11.2022 - Current
- Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
- Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
- Interacted with internal customers to understand business needs and translate into requirements and project scope.
- Streamlined project management with effective communication and collaboration across cross-functional teams.
- Supported successful product launches with detailed testing and QA.
- Provided technical support for troubleshooting analytics and reporting issues.
- Optimized workflow processes to enhance overall productivity and achieve operational excellence.
Bilingual Learning Services Coordinat
ADP Canada
01.2016 - 11.2022
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations
- Managing Learning Management System
- Manage Client and Associate's training schedule
- Maintaining Training Databases.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- Identified and responded to customer requests and concerns through email and phone for both English and French Clients.
Bilingual Financial Services Specialist
ADP Canada
10.2013 - 01.2016
- Streamlined internal processes for increased efficiency, leading to reduced operational expenses and improved productivity.
- Coordinate client-initiated requests for payroll exception
- Stop payments of cheques/ Recalls on direct deposits in Money Movement
- Established strong rapport with clients by consistently delivering exceptional service and demonstrating a deep understanding of their financial needs.
- Maintained updated records of all financial transactions to support traceability.
- Assist and escalate, emergency banking situations such as manual recalls/refunds, NSF payrolls
Skills
- Collaborative team management
- Skilled in resolving conflicts
- Responsive to new challenges
- Data Management
- Effective communication
- Strong organizational abilities
- Effective time management
- Proficient in English, French, and Vietnamese
- Collaborative teamwork
- Proficient in Microsoft Office Suite
- Database management
- SAP software proficiency
Languages
English
Full Professional
French
Native or Bilingual
Vietnamese
Native or Bilingual
Education
Certification - Jewelry Essentials Certificate & Gemology Certificate
George Brown College
Toronto 09.2009 - 04.2012
Diploma - Business Management
Herzing College
Toronto 05.2012 - 06.2013
Timeline
Product Enablement Business Analyst
ADP Canada
11.2022 - Current
Bilingual Learning Services Coordinat
ADP Canada
01.2016 - 11.2022
Bilingual Financial Services Specialist
ADP Canada
10.2013 - 01.2016
Bilingual Customer Service Representative
BMO Bank of Montreal
08.2012 - 08.2013
Diploma - Business Management
Herzing College
05.2012 - 06.2013
Certification - Jewelry Essentials Certificate & Gemology Certificate
George Brown College
09.2009 - 04.2012
Shift Supervisor
Starbucks
07.2007 - 08.2013
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