Bachelor's degree of Finance INTERNATIONAL UNIVERSITY - VNU HCMC 2013 to 2017

• Accumulating knowledge from forein programs about financing, analysing and investing.
• Joining charity and sport campain.
• Enriching softskills from clubs and world wide knowledge from forein professors.

Business Analysis Foundations: Strategy AnalysisINTERNATIONAL INSTITUTE OF BUSINESS ANALYSIS

Since October 2022

Foundations of Project Management GOOGLE

Since June 2022

Operation Assistant Manager Grab Vietnam - Since September 2022

• Undertake the development, implementation, monitoring and reporting of the OperationsPlan
• Implement SOP and system to optimize operational costs with high value of return oncustomer satisfaction, performance and working environment
• In charge and completed setting up new systems, projects with UTA, proposals, trainingand golive plans with regional teams
• In charge in regional projects to develop /implement initiatives to boost performance,save cost with less resources
• Monitoring BPO quality through auditing tickets and give feedback for the improvementCoordinating with Verticals to smoothen onboarding new partners to optimize sales andopportunities
• Provide team leadership to achieve identified performance metrics and targetsCoordinate with verticals/LOBs to understand their pain points and provideproposals/solutions to improve performance, backlogs agingFacilitate and organize training sessions for agents and participate in recruitmentAnalyzing data to research, implement proposal and action plan to optimize resourcesConduct capacity plan to ensure the optimized resources/headcounts fulfilled theforecasted volume and tasks
• Collaborate with Business Analytics team, upper managements to look for gap andopportunities. Present findings and proposal to improve project-wise performance andCRM systems

Operation Deputy Manager Concentrix Vietnam - January 2022 to July 2022 – Vietnam

• Managing 2 projects with 3 Team Leaders and 50 agents
• Conduct capacity plan to ensure all the headcounts fulfilled as ordered at all timesUndertake the development, implementation, monitoring and reporting of the OperationsPlan to meet the goals.
• Managing client expectations and monitoring efficiency parameters (seat utilization /shrinkage / attendance management / retention etc) . Review and give approval per agentrequest on leaves, process and other special circumstances
• Analyzing data to research, implement proposal and action planCross check with Business analytics team to implement team and market performanceData deepdive and analyze to ensure the market quality and SOP/Policies complianceControlling employee absenteeism and attrition to keep the operation on trackTaking decision about problems that occurred in the entire programConduct regular reports, feedbacks and proposal on team performance to OperationManager
• Provide Activity Report as Team performance report daily, weekly and monthly bases andother forecasts, commitments
• Leading the new team to the 2nd place in the Market in March 2022Best team performance in the Market in April 2022

Senior Client Service Associate Concentrix Malaysia - Kuala Lumpur - February 2019 to June 2021

• Team Leader's assistant. Evaluate and report data on behalf of Team Leader.
• Set targets, implement guidelines and assist with any issues of the team and lowperformers as required by managers.
• Maintain a consistent performance, professionalism, friendliness and competentcustomer service skills to SME and MNCs.
• Develop a solid and trusting relationship between clients and the company. Identifycustomer/market behaviors, needs to consult suitable strategies.
• Implement solutions and process to maintain market's performance (AHT, TRT and othermetrics)
• Research and compile articles, materials as the knowledge guidelines

Premium Banker - Retail Banking and WealthManagement HSBC Vietnam - August 2017 to January 2019

• Perform the global standard services to maximize customer satisfaction.
• Manage customer portfolio. Strengthen existing customer relationships and expandingnew potential ones
• Identify customer behavior and forecast opportunities to grow business with existingcustomers.
• Contribute to the improvement in profitability of the business through expanding creditmarket.
• Operate as the point of contact in connecting other departments to maximize customersatisfaction.
• Upsell and consult banking products which suit customer needs.
• Be the first stage against fraud and AML.