BACHELOR IN ACCOUNTING AND AUDITING 2005- 2009

Industrial University of Hochiminh

CERTIFICATE IN ADVANCED ACCOUNTING 2008

Institute of Accounting and Business Management

Certificate of MS Office: Excellence 2008

Language: English (Intermediate)

CERTIFICATE IN CUSTOMER CARE AND CUSTOMER SERVICE PACE 2017

Customer Care (Freelance) 2023- Present

PED EXPRESS CO., VIETNAM

• Sales and customer service: Research and provide advice to customers regarding the company's logistics services, such as air freight rates and sea freight from Vietnam to the Philippines. Enhance the relationship with new customers, maintain good relationship with current customers, and manage delivery issues. Upsell other company's services and products if applicable.
• Document and report control: Draft service offers for customers, participate in negotiations, make service contracts and monitor the contract implementation process. Report work results periodically or unexpectedly.
• Logistic control: Collect payment from customers, work with head office and local warehouses in Vietnam to cooperate in receiving, checking and processing customer's goods, also working with warehouse in Philippines for goods delivery to customers.

Achievement:

• Increased 200% of customers using the air and sea service within 6 months
• 100% customer satisfied, no complain, good feedback.
• 90% old customers kept good relationship, continued using the services and shared to others 

Leasing Admin Manager Nov 2021- Nov 2022

CENTRAL RETAIL, VIETNAM 

• Staff Management: Recruited, trained and managed a country admin leasing team (10 staffs) for leasing administration and customer service activities, including documents issuing at all malls. Ensured best customer’s satisfaction and contributed to achieving the yearly goal.
• Coordinator and communication: Worked with other departments to quickly and appropriately solve issues and serve customers. Coordinated for new processes and forms.
• Sales support: Assisted senior management in the negotiation process, providing information on new negotiated deals and services, rental renewal process. Monitored monthly process to support the customer’s rental fee.Systems, SOPs, reports: Monitored leasing management system, identified system's function need to be improved, worked with internal and project team for developing and tracking weekly leasing’s progress report. Managed SOPs and reports to improve the leasing working process.
• Administration and facilities management, budget control: Managed administrative support to department, including handling correspondence, supporting business trip and welcoming new staff (prepared facilities, air tickets, hotel booking, transportation,...). Ordered and prepared payment for stationary and facilities for the Leasing team within budget. Department's contract and other documents controlling. 

Achievement: 

• Issued the department's SOP to work with the new leasing system and supervise the team for compliance.
• Successfully recruited and trained 4 staff members in a short time to handle the team's job well.
• Reached 100% of Leasing's target for 2022.

Senior Admin and Training Executive (Team leader) Jul 2016- Nov 2021

AEONMALL VIETNAM, BINH DUONG 

• Customer service and comment: Supervised team and worked with supplier to manage customer service and comment at AeonMall Binh Duong
• Training service: Prepared and evaluated training courses for customer staffs in shopping mall
• Event Organization: Organized AeonMall Binh Duong’s activities and events to build good relationship with customer and promote AeonMall’s image.
• SOPs & Policy Implementation: Developed forms and systems. Reviewed, and amended when SOPs are inappropriate. Controlled and followed tenant's violation to comply with Aeonmall's standard regulation.
• Staff management: Responsible for leading admin and customer service team on consulting and serving customer request, responding to all inquiries related to mall operation within established guidelines. Coached team for improvement.
• Administration and facilities management, budget control: Monitored the ordering and payment for monthly stationary, service and facilities for AeonMall Binh Duong office, selected and managed contracts with suppliers (transportation, water, stationary..) within budget. Suggested office rule to make the work easily and effectively.
• System: Leaded to deploy the new system Tenant Operation Management 1st time deployment in AeonMall.
• Communication: Central point of contact for internal and external communication relating to admin and customer service in AeonMall Binh Duong. Coordinated for preparing and joined in welcoming local government for annually checking in AeonMall Binh Duong (Food Hygiene, Fire Fighting...)

Achievement:

• Successfully reviewed and improved admin and customer service's SOPs, Tenant rule book of Aeonmall Binh Duong in 2019, 2021
• Successfully deployed the new system Tenant Operation Management 1st time deployment in AeonMall Shopping Mall, got reward letter from head company in 2021
• Saved 20% admin and customer service's expense under budget of 2021.
• Successfully operated Aeonmall Binh Duong's events such as Monthly Cleaning Day, Role Play contest, also events of vaccination COVID 19 for tenants and local in Aeonmall Binh Duong, customer comment got compliment increased, and complain decreased 10% 

Retail Support Supervisor (Team leader) Jul 2013- Jul 2016

CIRCLE K VIETNAM, HOCHIMINH 

• Staff management: Supervise team (5 staffs) with the day-to-day operations service providing to 150 stores of Circle K (and 1 Distribution center) (3 new stores opening per month) in order to serve best customer service to customer. Assists staff in supporting sale staff in terms of documentation and facilities. Responsible for overseeing the maintenance of all communication equipment on and off site, POPs inside stores.
• SOPs and systems: Review/ Contribute operating procedures with other Departments. Assists staff in the development and maintenance of Operations procedures, protocol and data base information for POS & SAP systems.
• Communication and Coordinator: Collaborate with other departments to manage sales orders / inventory management /promotions information/ database correction/ centralized collection/stock forecasting for inactive/aging stock. Work with suppliers to reconcile service transactions/ prepare payment request for all stores...
• Reports: Prepare weekly, monthly, special reports to Operations Manager.

Sales and Customer Service Executive 2009- 2013

THANH SON CO., HOCHIMINH 

• Stock and logistic control: Manage, stockholder and outbound logistic
• Key account control: Maintain the net sale with old customer (main area: Hue, Quang Nam, Tay Ninh, Dong Nai, TP.HCM)
• Customer service: Coordinate with all departments to bring the best service and product with best quality to customers. Make the good relationship with the customers and track the information about competitor
• Report: Execute the sale/stock report daily, weekly to Sale Manager