Andy Trinh

Background

About Andy Trinh

I have recently joined the Workforce Planning (WFP) team as a Scheduler to ensure KPI’s and SLA’s targets are effectively achieved. This was accomplished by providing detailed data analysis via my daily reports and referred to the WFP methodology when scheduling meetings to minimise unplanned shrinkage which in turn maximise service and quality to the contact centre. Before I was a Scheduler, I started off as a Customer Service Representative (CSR) to provide excellent customer experience to all Opal users calling Opal Customer Care where all problems had to be resolved within the 260 seconds AHT. I was able to the beat the 260 seconds AHT target with an ACW of 5 seconds, a daily adherence of over 99% and scoring over 90 for my Call quality results each month consistently. Along the way, I have received numerous compliments from Opal customers, especially starting with my first compliment when I was only a few weeks in as a CSR. During my time as a Scheduler, I have acquired an advanced knowledge in Microsoft Excel, specifically where my Adherence Form that I built with Macros using Visual Basic (VBA). Also in Excel, I used Pivot Tables, Vlookups and IF statements on a daily basis to produce reports with value added analysis and for scheduling purposes. Other programs that I mainly in the contact centre are Microsft Project, Microsoft Access, Interaction Client and CRM. I obtained a Bachelor of Business degree focused in Mathematics and Finance from the University of Technology, Sydney (UTS) During my studies, I held executive positions at 3 UTS clubs, volunteered at 2 organisations and received 4 awards. The skills and knowledge I acquired during my time at UTS did help me to communicate effectively and solve problems efficiently. I am open to any new opportunities, so please do not hesitate to message me.