HUFLIT UNIVERSITY - BA in English , majoring in Administration Management. 

ECONOMICS UNIVERSITY - Professinal Accountant 

TRADE UNIVERSITY - Logistics Import - export course in international commerce consultancy center 

1. KIM DENTAL - Director of Customer Service 

- Be promoted from Customer Service Manager position after 2 months Probation with making & supervising of Front office's staff Customer Service Standard in serving Customer and driving NPS score from 3,5 to 4,5 marks increasing.

- Persuading hundreds of bad rating in Google maps by solving customer's matters and changing from bad to good rating.

- Setting up an excellent team with 20 agents, 2 Teamleaders & 1 Manager in listening & giving the suitable solution to solve 100% customer complaints feel satisfactory. And improving our service everyday by updating & changing Customer Service Procedure

- Proposing the suitable customer journey for all clinics from changing physical space (clinics) about disposing all serving stages to sanitary clinics.

- Increasing from 12% to 16% customer return rate by retention promotion care program with best service. Even we don't have a tool to analyze the Member get Member, but according to Doctor's opinion, they have more and more relatives to be introduced by customers. - Training & coaching Sale Team & Doctors to avoid happended complaints.

2. ĐẠI ĐỒNG TIẾN - Deputy Sale Director (After sale service & Distributors Care)

- Making customer Care programme to help Distributor to retent customer & improve 45% Revenue increasing after 6 months.

- Changing Sale Procedure more quickly & suitable.

- Making market survey project to acknowledge customer's behaviors according to regions & proposing new products.

- Setting up the stock quote & KPI for Distributors to ensure 90% SKUs will be available for sellling. And increasing orders 30% rating weekly to avoid congestion production.

- Visiting all customers to remind them in priority our product selling in stead of competitors'

3. MITSUBISHI ELECTRIC VIETNAM - Service Admin Manager 

- Setting up the customer service procedure to ensure 100% quarantee cases be solved within 24h by Authorized service Centre

- Making Call Scripts to call & SMS via google Form for NPS scores to improve our Service.

- Setting suitable KPI for Authorised Service Center to improve our service and keep good relationship with them to compete with competors.

- Ensure 95% spare parts always available with best cost

4. VIỄN THÔNG A - Customer Service Manager 

- Setting up Call Center Operation from 2 staffs into 50 staffs with building up CRM system to sync our customer data from ERP, serving all requirements for customer service tasks from saving customer's behavior history to solving all matters concerning customer Care.

- Making Customer service Procedures & Searching Documents for Staffs to have all basic knowledge to solving 100% customer complaints and I used to persuaded many serious cases from Facebook, limited the viral of rumor effected our business quickly.

- Setting up Customer Service Standard for all Store Staffs with the result increasing from 15% to 30% customer return rate

- Making market research project every 6 months for evaluating our business health & Service to have the best ways to display SKUs & brand image.

- Making report about customer's evaluation to related departments especially Marketing & Sale to have suitable promotion program.

- Coordinating with Marketing to have many customer care program on Birthdays and holidays to retent customer.

5. FE CREDIT - Sale Support Supervisor

- Lead, motivate and supervise staff in Sale department to ensure all related selling information to be delivered to client exactly and clearly.

- Manage admin tasks of Sale Department

- Communicate with Shops to solve all matters related Sale department such as: Monthly commission, Daily disbursement, Daily problem, Complaints…

- Prepare Promotion program to increase Sale target

• Deliver Announcement to Dealers

• Check and upgrade images in Shops

- Follow up and push selling so that Sale target can be adapted as the company’s request.

6. HOME CREDIT VIETNAM - Customer Service Manager 

Be promoted from Supervisor to Manager (April, 2010)

- Lead 3 teams: Cashier, Customer Service & Risk with 20 agents

- Manage annual reports of all customer’s complaints for analyzing index of complaints

- Ensure the consistent and best-in-class customer services to Customers through effective training and managing with the support of other department

- Manage the training agenda for all customer service staff and facilitate counselling and coaching activities aimed at targeted areas of weaknesses in the different sections of the CS Dept from the analysis of department’s quality audit results, and customer feedback, at department & at individual levels

- Manage and control all incoming and outgoing money from Cash Shops

- Report daily Cash Count for Account to control Cash Operation.

- Support Sale department in Complaint, system and sale matters.

7. S-FONE (CDMA MOBILEPHONE SERVICE) - A& P Teamleader & Customer Service Expert

Be promoted from Customer Service Expert to A&P Team Leader (July 07~Jan 08)

- Managed and updated all new information about Mobile service of competitors, partner and suppliers to report higher authorities

- Responsible for telecommunication and planning of the MIT team MIT (Marketing intelligent Team)

- Initiatively contacted and visited some partners, customer to collect new information, new policy to follow

- Frequently contacted and built up a good relationship with other department to collect information to report

- Made advertisement’s program to push turnovers

- Supported to implement Customer’s conference, seminar, trade fair’s program Customer Service Expert (July 03~July 07) - Contacted customer to listen their claim about network, handset, service, bills, etc.

- Persuaded or solved all customer’s complaint to satisfy customer, avoided the situation customer complaint via public communication method

- Contacted other department to collect information and analyzed the reason why the trouble happened.