EDUCATION Industrial University of Ho Chi Minh City 2015 - 2019

Bachelor of Chemical Engineering Technology

EXPERIENCE Conversation Designer EM AND AI JOINT STOCK COMPANY

Jun 2023- Jul 2023

•  Create effective conversational content that can be used as sample documents for training chatbots. This involves gaining proficiency in chatbot building platforms and associated tools.

•  Analyze customer support cases to identify potential topics that can be automated and integrated into chatbot solutions. Work closely with corporate clients to assess their needs and expectations for virtual assistants, including understanding the context and types of questions users will likely ask.

•  Additionally, perform any other duties as required by the Board of Directors.

Language Business Analyst Uniphore Software Systems Ltd

Mar 2021- May 2023

•  As part of the BA-Delivery team, my role involves analyzing speech analytics requirements, listening to calls, providing contextual analysis, and proposing keyword solutions to input into the Al Voice system. I also prepare regular validation exercises and report on keyword accuracy and contextual accuracy to provide to the customer. Additionally, I report to. the PM about daily project planning and work to improve the accuracy of the product by 30%.

• In managing a team of 80 freelancers, I handle tasks such as recruiting, transferring knowledge, distributing workload based on availability and project timeline, QC and QA the quality of the calls, creating payment sheets, and sharing them with the Finance team.

• I export reports from Tableau and listen to calls regularly to suggest appropriate BR and keywords and create proper logic to accomplish KPIs.

Customer Service Staff

Nov 2019 - Jan 2021

TIKI GROUP

•  As a customer support assistant, l am responsible for answering messages and emails from Tiki's fan page. I can guide customers on how to place orders on the web or app and provide information on products and promotions. If there are any issues with the customer's account, such as login problems, incorrect fees, or payment failures, I can assist in resolving them. Additionally, I can help customers with special order requirements, such as faster delivery or address changes. If customers have any complaints about service, I can forward them to the appropriate department and provide updates on the resolution process. I also

call out for customers to leave information on the posts running Facebook ads and support orders. My goal is to meet weekly KPIs of 45 million and resolve 120 cases per day while working collaboratively with my team.

Call Center - GRAB Project

May 2019 - Oct 2021

CONCENTRIX COMPANY

•  As a helpful assistant, I can provide guidance on how to register as a partner (driver) with my company, including the benefits and advantages of the partnership. I can also share information on transaction methods and working modes with our partners. Additionally, I can consult with customers on our ongoing promotion packages for customers, including the promotion form, conditions for applying, and application period. If users encounter any issues with their accounts, such as errors or being locked out, I can provide support to resolve these problems. I can also assist with any complaints from our partners regarding clients who violate their rights or human rights. If users face any technical issues or critical problems that require higher authority's attention, I can suggest troubleshooting solutions or escalate the issue to the appropriate department. Our team is dedicated to Teamwork, and lensure my KPIs by listening for 90 hours per month