Industrial University of Ho Chi Minh City - Biotechnology

1. Manulife Vietnam, Ho Chi Minh City - Senior Unit Manager 

- Successfully recruited and built a team of 10 people.

- Trained, mentored, and supervised sales representatives to work in accordance with the company'sprocedures.

- Guaranteed sales in the team, contributing to the company's profits

2. Spiral Vietnam, Ho Chi MinhCity - Project Assistant - Operation Department 

- Conducted market research and audit (GT and MT channels) for Heineken, a partner of Spiral Company.

- Managed a team of 100 market research staff across Vietnam.

- Improved processes lowered costs, boosted profits.

- Developed apps/websites for market research surveys with IT. Monitored staff implementationandresolved issues promptly.

- Met deadlines and coordinated with Heineken to build customer trust, maintaining revenue.

- Served as a key contact, connecting and working with departments to create desired results.

- Maintained relationships with customers, new and existing, to boost reputation and build a lastingbrand.

3. Assistant Manager - Human Resources Recruitment Department

- Successfully recruited a large number of sales representatives for Coca-Cola, a partner of Spiral Company,within a short period of time (an average of 30 employees per month).

- Always worked under high pressure to ensure 100% completion of deadlines as required by Coca-Cola.

- Diversed recruitment campaign through multiple channels (online/offline/network…) to quickly meet customer's candidate needs.

- Managed 10+ employees, providing training and coaching to ensure adherence to procedures.

- Met recruitment KPIs, maintained revenue, built a good relationship with Coca-Cola, sustainedproject operation, ensured annual revenue.

4. Samsung Electronic Vietnam, Ho Chi MinhCity - Service TrackingSupervisor 

- Managed customer repair tickets, monitored the KPI of long term pending repair jobs (Service typeCarryin, Pick up >3 days & Inhome >7 days).

- Collaborated with Samsung Service Centers in Vietnam for prompt customer product repairs.

- Prepared reports - daily, weekly, monthly. Analyzed data, identify long/abnormal repair tickets, taketimelyaction

5. Samsung Electronic Vietnam, Ho Chi MinhCity - Service TrackingSupervisor 

- Managed customer repair tickets, monitored the KPI of long term pending repair jobs (Service typeCarryin, Pick up >3 days & Inhome >7 days).

- Collaborated with Samsung Service Centers in Vietnam for prompt customer product repairs.

- Prepared reports - daily, weekly, monthly. Analyzed data, identify long/abnormal repair tickets, taketimelyaction.

6. Happy Call - OutboundSupervisor 

- Monitored key customer satisfaction metrics (Satisfaction score, Execution rate, Response rate, Dissatisfied customer ratio, etc.).

- Effectively managed a team of 5 employees.

- Identified and solved repair ticket issues, improved processes, and reduced costs.

- Improved customer satisfaction, maintained relationships, and supported revenue growth

7. Complaint Handling - Supervisor 

- Directly handled difficult cases and customer complaints.

- Tracked Call Center metrics: Call Answered Ratio, Service Level (%), E-mail Reply Ratio within24hr (%),Claim Agreement Rate within D+3 days, and Claim Long-term Pending (over 7 days).

- Consistently met KPIs with 100% results as required.

- Skilled in customer service via phone and in-person, resolving issues to

8. Call Agent - Inbound 

- Provided service advice, warranty information, and product repair information.

- Received 150-200 calls per day, with the ability to withstand high pressure and flexibly handle difficult situations.