Tony Nguyen
@tonynguyen2
I improve customer operations through workforce coordination, data analysis, and escalation support.
United StatesWhat I'm looking for
At UnitedHealth Group, I manage 50–70 daily inbound calls, resolve complex escalations with internal teams and care providers, and identify recurring issues that inform operational improvements.
Previously at CareerPlug, I led and supported a remote team while maintaining SLAs across support channels. I built weekly staffing schedules from performance metrics and business needs, generated KPI scorecards, monitored queues, coordinated bug reporting through Asana and Jira, and helped clients optimize ATS usage for hiring success.
My background also includes medical interpretation at LanguageLine Solutions and client service and network infrastructure support at AT&T. I bring bilingual English and Vietnamese communication, calm issue resolution, and hands-on experience across customer support, workforce coordination, and operational reporting.
Experience
Work history, roles, and key accomplishments
Managed 50–70 daily inbound calls, documenting interactions across multiple systems. Identified patterns and recurring issues to support workforce insights and operational improvements.
Education
Degrees, certifications, and relevant coursework
Fitchburg State University
Bachelor of Science, International Business & Economics
Bachelor of Science in International Business and Economics from Fitchburg State University.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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