Tuan-Linh Nguyen
Service & Training Management (Head Office) at LOTTE Mart Vietnam- Claim this Profile
Click to upgrade to our gold package
for the full feature experience.
-
English Professional working proficiency
-
Chinese Limited working proficiency
-
Korean Elementary proficiency
Topline Score
Bio
Credentials
-
EFSET Quick English Check - Score: Advanced / Proficient (CEFR C1/C2)
EF Education First
Experience
-
LOTTE Mart Vietnam
-
Vietnam
-
Retail
-
200 - 300 Employee
-
Service & Training Management (Head Office)
-
May 2021 - Present
• Provide job training and develop qualified & motivated CS representatives at stores.• Monitor and support CS representatives in supervising service floor and enhancing service quality at stores.• Handle customer escalations and customer-related issues and keep accurate records of customer interaction and detail of action taken from all stores.• Conduct root-cause analysis to identify customer issues and build effective long-term solutions.• Leverage customer insights to cooperate closely with multiples departments to initiate and implement projects to enhance customer experience.• Design training plans (monthly, quarterly) based on training needs or customer complaint analysis to ỉmprove service and operation.• Prepare On-boarding and job training plan for new positions (managerial and specialist level) at stores.• Design training materials (content, visual aids)• Collaborate closely with cross-functional departments to reinforce employees' professional via training programs and activities.
-
-
Customer Service & Tenant Supervisor
-
Mar 2019 - Apr 2021
• Maintain a positive, empathetic, and service-minded attitude toward customers.• Smoothen and optimize coordination with other departments, and assist store management in building high-quality customer service and shopping experience.• Propose and execute initiatives and activities to improve customer experience.• Design in-store visual content, including signs, instructions and etc. • Provide training on Orientations, Code of conduct, Customer service standards, Customer Service skills, Service mind, etc.• Handle customer escalations and all customer-related issues and keep a record of customer interaction and detail of action taken.• Initiate Customer satisfaction survey to collect data, identify insights, and present results to incite actions• Cultivate and maintain effective relationships with tenants to ensure compliance with all rules of occupancy, food safety, and hygiene, maintenance, and tenant’s obligations.• Manage tenants' portfolio during their tenancy: Fit-out, Move-in and Move-out procedures, construction process, valid Food Safety certificates, personnel files, etc.• Seek new tenants and replacements for current tenants from local brands.• Support the marketing campaigns and events of tenants.• Monitor rental items and ensure installation procedures under leasing contract information.
-
-
Management Trainee
-
Oct 2018 - Mar 2019
• Rotate through different departments to broaden business acumen, build a strong technical foundation and strengthen leadership capability.• Initiate customer satisfaction survey and proposed customer-oriented solutions based on collected evaluations and insights.
-
-
-
-
Freelance Translator
-
Jun 2017 - Jul 2017
• Prepare English – Vietnamese translation of workshop materials and contents in advance• Provide real-time English-Vietnamese translation support to U.S Navy Public Affairs Officer during the 8th Annual Naval Engagement Activities between U.S.A and Vietnam • Prepare English – Vietnamese translation of workshop materials and contents in advance• Provide real-time English-Vietnamese translation support to U.S Navy Public Affairs Officer during the 8th Annual Naval Engagement Activities between U.S.A and Vietnam
-
-
-
Liberty Central Hotel
-
Vietnam
-
Hospitality
-
1 - 100 Employee
-
Sales And Marketing Intern
-
Dec 2016 - Apr 2017
• Master the range of offerings quickly to provide customized advice for banquet clients according to individual needs.• Display high attention to detail in managing the completion of Marketing and Sales paperwork.• Manage social media channels through digital content creation and customer engagement.• Effectively collect customers’ online evaluations and identify noteworthy insights which resulted in customer-centric improvement in the quality of products and services. • Master the range of offerings quickly to provide customized advice for banquet clients according to individual needs.• Display high attention to detail in managing the completion of Marketing and Sales paperwork.• Manage social media channels through digital content creation and customer engagement.• Effectively collect customers’ online evaluations and identify noteworthy insights which resulted in customer-centric improvement in the quality of products and services.
-
-
-
Capstone Education
-
Vietnam
-
Higher Education
-
1 - 100 Employee
-
Freelance Translator
-
Jan 2017 - Mar 2017
• Conduct marketing and promotional activities on-site at local high schools and through digital platforms.• Provide English-Vietnamese translation for American universities’ representatives to promote opportunities to study abroad for local high school students. • Conduct marketing and promotional activities on-site at local high schools and through digital platforms.• Provide English-Vietnamese translation for American universities’ representatives to promote opportunities to study abroad for local high school students.
-
-
-
InterContinental Nha Trang
-
Vietnam
-
Hospitality
-
1 - 100 Employee
-
Summer Intern
-
Jul 2016 - Aug 2016
• Present menu, answer questions and apply a positive suggestive sales approach to guide Guests.• Provide high-class services and adhere to timing standards for foods and services.• Extend translation support to other crew members in servicing Chinese-speaking guests. • Present menu, answer questions and apply a positive suggestive sales approach to guide Guests.• Provide high-class services and adhere to timing standards for foods and services.• Extend translation support to other crew members in servicing Chinese-speaking guests.
-
-
Education
-
2017 - 2018
Pusan University of Foreign Studies
Exchange program, English Language and Literature, General -
2013 - 2017
Nha Trang University
Bachelor of Arts (BA), English Language and Literature, General
Community
