2011 | Industrial University of Ho Chi Minh City | Biotechnology
 

06/2022 - 09/2023 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's
procedures.
- Guaranteed sales in the team, contributing to the company's profits.

- 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 implementation and resolved 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 lasting brand.
04/2017 - 09/2020 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, sustained project
operation, ensured annual revenue.

- Managed customer repair tickets, monitored the KPI of long term pending repair jobs (Service type Carry
in, 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, take timely
action.
05/2012 - 08/2015 Happy Call - Outbound Supervisor
- 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.
04/2010 - 04/2012 Complaint Handling - Supervisor
- Directly handled difficult cases and customer complaints.
- Tracked Call Center metrics: Call Answered Ratio, Service Level (%), E-mail Reply Ratio within 24hr (%),
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 ensure satisfaction.
01/2008 - 03/2010 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.