Andy Diep

Quick Issue Resolution: - Independently resolve issues that affect task completion, ensuring adherence to project timelines. -Lead decision-making on operational problems and escalate when necessary. -Conduct daily sessions and office hours to guide CMs and address their concerns. Quality Attainment: -Partner with stakeholders to develop training and onboarding materials for CMs, facilitating smooth team integration. -Regularly audit projects and provide constructive feedback to maintain high standards. -Establish quality benchmarks for CMs and provide training to enhance their performance. Project Communication: -Collaborate with the project delivery team to provide timely and accurate updates to CMs. -Act as a primary resource for CMs, resolving their queries and clarifications. Contributor Support: -Conduct project audits to gauge CM engagement and pinpoint issues. -Offer feedback to optimize project execution and meet timelines. -Manage and moderate communication channels to boost collaboration among CMs. -Address performance issues among CMs, maintaining quality and consistency of work. -Manage performance expectations and relay insights to leadership for potential development and adjustments.

I help prompt engineers, senior software engineers, AI trainers, and subject matter experts with training, and fine-tuning various Large Language Models (LLMs). • Developing and implementing programs and communication strategies aimed at enhancing the performance of AI trainers. • Equip AI trainers with the knowledge, skills, and resources required to succeed on our platform. • Training and assisting AI trainers to do high-quality tasks on the platform. • Reviewing and auditing the AI trainer's performance. • Ensuring the AI trainers have a positive experience after activation and implementing targeted tactics to optimize their productivity. while also providing strategic guidance to ensure their retention.

“Never do a small task at work again. Ever.” • Developed applications using JavaScript and ReactJS, to enhance the user interface and overall user experience. • Created reusable components to improve processes, reducing daily productivity time by 20-30%. • Regularly collaborated with cross-functional teams through Azure Boards to manage tasks, log bugs, and earmark features, enhancing development processes and seeing to timely project completions. • Leveraged HubSpot and acted as a key liaison between the technical team and clients, addressing support emails efficiently. Provided timely responses, shared actionable insights, and actively incorporated feedback to improve processes and outcomes, strengthening client relationships and building trust.

Served as a Data Analyst supporting TELUS Digital’s AI initiatives, collaborating with product and research teams to transform user interaction data into actionable insights. Responsibilities included using SQL and statistical techniques to identify patterns in customer engagement with AI-powered tools, and developing clear reports that informed feature enhancements. Work contributed to improving usability, accuracy, and overall customer experience across TELUS Digital’s AI solutions.

Explored skills and strategies related to communication styles, group communications, interviewing and counselling skills. Was exposed to the operation of a successful fitness facility including daily business practices, teamwork, relationships with facility users and staff, and building and maintaining clientele. • Increased client retention by 15% by delivering targeted training programs that empowered professionals with essential skills and health knowledge. Fostered strong client relationships through value-driven interactions, making clients feel supported and valued, which drove loyalty and long-term engagement. • Led team initiatives for continuous professional development, maintaining service quality for customers, and supporting company growth. • Oversaw scheduling for training staff and outsourced clients, which then generated leads for the team, assisting with client engagement and support. • Personal trainer with level 3 credentials at a high-volume club that enabled scores of clients to achieve dramatic weight loss. • Consistently recognized as a high performer and critical team member, leveraging client relationships with 90% of repeat business. • Provided remarkable client service, securing 50% of new clients through referrals, 35% through fitness assessments, and 15% from walk-ins. • Monitored and developed exercise programs to improve overall health, weight loss, chronic pain, and muscle tone.

• Gained knowledge and skills that can drive business value such as web development, programming, software testing, object-oriented programming, software analysis and design, security and deployment, and database design and programming. Have also learnt how to support an organization’s websites, applications, and data platforms. • Including object-oriented design, incorporated databases into software to form complete end-to-end applications, integrating software components, recursion and abstract data types (ADT). Created and worked on creating complex programs with an emphasis on complete solutions that are efficient, and customer-focused. • Built on web development skills with a focus on full-stack web technologies, web application development, and web application design and architecture.

• Explored skills and strategies related to communication styles, group communication, interviewing and counselling skills that were useful in becoming an effective trainer. Was exposed to the operations of a successful fitness facility including daily business practices, teamwork, developing relationships with facility users and staff, and building and maintaining clientele. • Learned how to use the skills and knowledge acquired in previous courses to develop individualized training programs. This resulted in customized personal fitness training that was safe and met the needs of the clients. • Acquired the skills to conduct a fitness and lifestyle appraisal and develop strategies that assisted clients with healthy lifestyle changes based on their individual needs, goals and motivation. • Explored the concepts of leadership, group dynamics and conflict resolution techniques.