Phuoc Tran has over 15 years of experience in customer service, graphic design, and office management. Their current role is as an Asset Leader, OJT Coach, and Senior Customer Service Specialist at Bank of America, where they provide training and world-class customer service. Previously, they worked as an Office Manager at a medical center, and a Bankruptcy Attorney Assistant, where they prepared legal filings and negotiated debts. They also have freelance experience in graphic design.

1. (AIDI)PHUOC TRAN
ASSET LEADER/OJT COACH/SR. CUST SVC SPECIALIST
626-321-8958
AIDITRAN@GMAIL.COM
Asian Blended Consumer Deposits & Cards
Asset Leader/OJT Coach/Sr. Cust Svc Specialist Jul 2015 – Current
Bank of America, Retail Services Contact Center: Pasadena, CA
Sr. Cust Svc Specialist is dedicated for providing the world class customer experiences to nationwide customers bilingually
(Cantonese/Mandarin/Vietnamese). Also is nominated as the On-Job-Training Coach, Asset Leader, and Site Supporter to the
entire site. On-Job-Training Coach is accountable for providing Deposit&Cards Traning to the new hires. Asset Leader is to
represent the entire team to host monthly meeting and arrange bank events with site leaders. Site Supporter is responsible to
provide site support to all associates while managers and leadership team are in meetings or as needed. Act as a team leader to
lead and conduct proficiency meeting. Taking various champion roles such as, Customer Experience Champion and Top Survey
Champion. Maintains top performance and competitive scoreboard, including customer experiences and satisfaction survey. Has
a thorough understanding of the bank’s products and adheres to bank regulation, policies, and procedures. Leverages all
available resources to excel in the quality of each call while focusing on efficiency, builds action plans to manage interruptions
and maximize down time, and completes task in a good priority.
Asian Blended Consumer Deposits & Cards Oct 2014 – Jul 2015
Cust Svc Specialist II
Bank of America, Retail Services Contact Center: Pasadena, CA
Cust Svc Specialist II is specialized in opening new checking/savings accounts and credit cards. Also is responsible to process
electronic/ACH claims, Lost/Stolen cards, and Fraud/NonFraud transaction on debit/credit cards. Adapts and adheres to
constant changing procedures and executes all tasks flawlessly. Provides excellent customer services to Deposit&Cards
customers with multi-linguistic skills. Translates all disclosure and advisory verbatim over the phone. Maintains TopPR5 in
performance scoreboard and receives various recognition awards from team managers and site leaders. Selected as the key
talent to lead team meeting weekly.
Garfield Medical Center & Buildings
Office Manager/Administrator Jan 2010 – Mar 2015
Joseph T. Fan, M.D., Inc., Ophthalmologist: Monterey Park, CA
Office Manager is accountable for the overall management (front desk and back office) and supervisory responsibility of a fast-
paced working environment from in-person to over-the-phone with doctors, specialists, and patients. Administrating the entire
floor stockroom and communicative forms including letters, emails, and faxes. Also is responsible for executing
doctors/specialists’ contracts and credentialing with all the nationwide insurance companies, ie Medicare, Medical, Allied Pacific,
Alta-Med, and more. As the recruiter to employ new staffs and train the new hires on the monthly basis. Assisting
ophthalmologists and optometrists with medical procedures and medication prescription. Interprets all forms and letters verbatim
and documentarily. Overseeing all the medical files over the web based content management platform known as EMR.
Bankruptcy Case/Credit Debt Negotiation/Home Loan Modification
Bankruptcy Attorney Assistant Sep 2008 – Jan 2010
Law Office of Maria W. Tam: Monterey Park, CA
Bankruptcy Attorney Assistant is responsible for preparing Bankruptcy Case filing with State Courts, dealing with various banks
regarding credit card debts negotiating, and handling home loan modification due to reverse or high interest rate mortgage.
Processing all the Income&Expense Schedules, Agendas, and Exhibits for case trial, credit card debt settlement plans, and
Pre/Post Bankruptcy certification over-the-phone and website. Managing office tasks on daily basis, including responding to
attorneys’ emails and returning phone calls to banks and clients.
Graphic Design Freelance 2010 – Present
Part Time & Contractor
Clients: Re/Max Premier Property, Impressive Wrap, Ebathrooms, and More.
Freelance graphic designer is contracted for projects range from small business cards design or logo design to big scale designs
such as corporate billboard advertising and store interior designing. Also is self-employed with website or application projects for
small commercial companies. Also contracted with public/private auto show events for companies such as autocon and
impressive wrap.

2. Education: B.F.A. major in Graphic Design and minor in Art History, CalPoly Pomona University
Associate in Arts Degree, Pasadena City College
Certificate of Graphic Designer, Pasadena City College
Summary of Accomplishments and Skills
• Employee of the Month, BAC, 2015
• Employee Recognition Awards, BAC, 2015
• Top Customer Experience Recognition, BAC, 2015
• On-Job-Training Certificate, BAC, 2016
• Asset Leader in Newsletter Committee, BAC, 2016
• Office managing, recruiting, & training new hires
• Interpreting financial documents and other credentialing
• Proficiency in Adobe Master Suite
• Fluent in reading, writing, & typing Chinese(Traditional & Simplified) Mandarin, Cantonese, Chiuchownese,
Taiwanese, and Vietnamese. Completed two years of Japanese course as well.