Open to opportunities

Viet Nguyen

@vietnguyen

Message

Customer Success & operations professional, turning data and empathy into retention and streamlined workflows.

United States

Message

What I'm looking for

I’m looking for a Customer Success and Operations role where I can use data analysis, proactive communication, and cross-functional collaboration to drive product adoption, retention, and scalable workflow improvements in a SaaS environment.

I’m a Customer Success & Operations professional with experience supporting SaaS customers and optimizing workflows at scale. I’m known for strengthening client relationships, translating complex information into actionable plans, and improving customer outcomes through data-driven insights and proactive communication.

I built and managed a personal book of business supporting long-term client planning, using CRM tools to track pipeline activity and ensure each interaction moved clients toward their desired outcomes. I’ve also led operational improvements by analyzing performance metrics, identifying inefficiencies, and delivering reporting that guided pricing, staffing, and product strategy decisions.

At Amazon, I led 150+ associates across four departments to increase outbound throughput by 40% through data-driven labor planning and workflow optimization. Earlier, I provided technical support for dental SaaS at YAPI—using Zendesk to analyze ticket trends and helping reduce ticket volume by 25% while improving customer satisfaction by 15%.

Experience

Work history, roles, and key accomplishments

Financial Representative

Northwestern Mutual

Jan 2025 - Jan 2026 (1 year)

Built and managed a personal book of business by conducting discovery conversations and creating tailored long-term financial strategies. Used CRM tools to track pipeline activity and follow-ups to support client retention and progress toward milestones.

Financial Planning Client Relationship Management CRM Customer Retention

Operations Manager

Amazon

Jan 2023 - Jan 2025 (2 years)

Led and coached 150+ associates across four departments to increase outbound throughput by 40% using data-driven labor planning and workflow optimization. Identified process bottlenecks using operational data and implemented optimization strategies to reduce wasted movement and improve cost efficiency.

Workflow Optimization Process Improvement Cross Functional Collaboration

Business Analyst

VIA Inc

Jan 2025 - Present (1 year 6 months)

Analyzed performance metrics for Vietnamese-owned businesses to identify growth opportunities and operational inefficiencies. Managed inventory workflows and delivered data-driven reports to guide decisions on pricing, staffing, and product strategy.

Data Analysis Performance Metrics Reporting Forecasting

Customer Support Specialist

Yapi Inc

Jan 2022 - Present (4 years 6 months)

Provided technical support for dental SaaS users by troubleshooting issues and improving the user experience for dental practices. Used Zendesk to document and analyze ticket trends, and supported help center development that reduced ticket volume while improving customer satisfaction.

Technical Support SaaS Support Troubleshooting Zendesk Ticket Trends Customer Support

Education

Degrees, certifications, and relevant coursework

Google

Project Management Certificate, Project Management

Completed training covering Agile/Scrum, project planning, risk management, and stakeholder communication as part of the Google Project Management Certificate.

University of California San Diego

Bachelor of Science, Business Psychology

Earned a B.S. in Business Psychology with coursework including business analytics, ethics at work, I/O psychology, managing diverse teams, and product marketing and management.