Wendy Tran

• Experienced administrative assistant and customer service Lead with 6+ years' expertise in managing office operations, meetings, conferences, coordinating events, and providing executive support.
• Recognized for exceptional organizational skills, attention to detail, customer-focus mindset, problem-solving skills, and ability to manage multiple projects and deadlines simultaneously, control budget, and innovate the office procedures and routines, resulting in increased sales team efficiency by 30%.
• Excellent time management skills and Multitasking, managing calendar, meeting and scheduling, meeting deadlines with a high level of accuracy, and continuously improving office processes to meet organizational goals.
• Effective interpersonal skills excel in handling all customer requests and providing exceptional service by maintaining a 98% customer satisfaction rate and managing good relationships with clients, vendors, stakeholders, and the C-suite team.
• Proficient in Microsoft Office Suite, Google Suite, Adobe Creative Suite, and online platforms such as Zoom and Microsoft Teams, Zendesk, and Freshdesk.

CENTRAL EYES CLINIC                                                                                                          (Nov 2022 – present)

Executive Assistant (for Ophthalmologist)

• Provided exceptional patient care, reply phone calls and emails, greeted around 80+ patients/day, and improved patient satisfaction.
• Assisted doctors in patient charting and communication, facilitating accurate diagnosis and treatment.
• Managed appointments, ensuring smooth patient flow and minimal wait times.
• Streamlined patient care through e-referrals and consultations, filing records reducing paperwork time by 30%.
• Conducted diagnostic tests, ensuring timely and accurate diagnoses. Provided support during minor eye surgeries, improving patient safety and comfort.
• Maintained a safe and hygienic environment, meeting industry hygiene standards
   

AUTONOMOUS INC.                                                                                                                  (Jun 2020 – Jul 2022)

A US e-commerce company for office furniture – market: the US, Canada, EU 

Customer Service Lead

• Successfully led and developed a customer service team of 7+ employees, achieving improved morale and productivity.
• Managed customer service requests, maintaining a 98% customer satisfaction rate while solving 1.5k cases per month.
• Drove sales management efforts, leading to a 25% increase in revenue for targeted products.
• Optimized supply chain efficiency, achieving 92% on-time delivery and reducing inventory costs by 15%.
• Developed and implemented new procedures, reducing inquiry turnaround time by 40%.
• Identified and resolved product issues, resulting in a 30% increase in product quality.
• Boosted customer self-service by 40% by building a comprehensive Help Center page and training a chatbot, improving first-contact resolution by 25% and customer satisfaction by 30%.
• Successfully led project management efforts for new products and services, resulting in increased customer satisfaction.

Achievement: Awarded Best Agent (among 20 agents) and bonuses for exceeding KPIs and setting a new standard of excellence in customer service.

SONION CO. LTD                                                                                                              (Feb 2018 – May 2020)

A Denmark cooperation – manufacture electronic components –market: the US, the EU

Customer Service Specialist 

• Data Entry and order management for a list of 70+ B2B customers. Streamlined order processing and logistics, resulting in an 18% increase in on-time.
• Successfully managing Vendor Managed Inventory (VMI) and collaborating with planners to optimize production plans, resulting in a 15% reduction in inventory costs and improved inventory control.
• Developing and implementing a CRM strategy leading to a 33% increase in customer retention.
• Proactively identifying and addressing quality issues with the engineering team, resulting in a 10% reduction in product defects and improved customer satisfaction.
• Effectively preparing documents for meetings, and working with internal teams to ensure smooth operation.
• Document Management: contract management, making early warning reports, controlling backlog, and meeting arrangements.

Achievement: increased customer satisfaction from 60% to 96% within six months by building individual tools to control customer stock.

USM HEALTHCARE MEDICAL DEVICES FACTORY JSC.                                                      (Aug 2016 – Jan 2018)

A medical factory

Administrative Assistant

• Answering and directing phone calls, greeting visitors, and processing mail and email.
• Maintained inventory and supplied materials and equipment, reducing supply costs by 15%.
• Provided administrative support to executives, managers, and staff, increasing office productivity by 20%.
• Managed records, databases, filling, and information systems, ensuring timely reporting and compliance with regulations.
• Organized meetings, conferences, and events, resulting in a 15% increase in attendance and satisfaction.
• Collaborated with cross-functional teams to support projects, initiatives, and campaigns, including research, product launches, and marketing programs.
• Assisted with financial and travel management, including budget preparation, expense tracking, and invoice processing, to ensure effective resource allocation, reducing expenses by 10% and improving cost control.
• Developed and maintained positive working relationships with internal and external stakeholders, including customers, vendors, and partners, increasing customer satisfaction and collaboration by 20%
• Ensured that office policies, procedures, and systems were followed and improved as needed, focusing on efficiency, effectiveness, and quality. 
• Managed and maintained office equipment and facilities, ensuring a safe and healthy working environment.

Achievement: Optimized administrative processes, increased sales team efficiency by 30%, recognized with an employee award. Praised for professionalism, attention to detail, and excellent customer service by colleagues, managers, and clients.

MASTER OF BUSINESS ADMINISTRATION (MBA) – GPA 3.84                                                                       2023

   University Canada West │ Vancouver, British Columbia

   Achievements: Receive scholarships for all terms and MBA Excellence Scholarship for Continuing Students

BACHELOR’S DEGREE OF BUSINESS ADMINISTRATION – GPA 3.48                                                     July 2016

  Nong Lam University

Completion of Training Skills course from HUBSPOT                                                                                       2023