Experience

Miczone Group

• Vietnam
• Transportation, Logistics, Supply Chain and Storage
• 1 - 100 Employee

• Customer Service & Sales Manager

  • May 2019 - Present

  - Improve customer service exerience create engaged customers and facilitate organic growth. - Lead a sales team by providing guidance, training and mentorship, setting sales quotas and goals, creating sales plans, analyzing data, assigning sales territories. - Improve customer service exerience create engaged customers and facilitate organic growth. - Lead a sales team by providing guidance, training and mentorship, setting sales quotas and goals, creating sales plans, analyzing data, assigning sales territories.



Nitipon Clinic

• Vietnam
• Health, Wellness & Fitness
• 1 - 100 Employee

• Call Center Manager

  • Aug 2018 - Apr 2019

  - Managing projects provide Customer Service and telemarketing (inbound & outbound) - Supervise daily operation of the call center to ensure performance and quality of the team - Conduct daily/ weekly/ monthly reports on telemarketing and customer service performance to higher level - Participate in developing guidelines for performing work, training materials - Participate in proposing solutions to improve the system quality, improve the quality of agent, optimize processes, customer service policies, and effectiveness of telemarketing activities - Collect and propose ideas to improve customer experience - Evaluate working performance, propose reward and incentive for agent Show less



Viet My SSU

• Vietnam

• Call Center Manager

  • Apr 2018 - Aug 2018

  - Build up the call center to provide service via call (customer service, telesales ...) - Managing customer service projects (Shopee, Akulaku, Laneige): with responsibilities over recruitment, training, quality management and KPIs monitoring - Supervise CS team with daily operations: executing QA, coaching, training activities and reporting - Support CS team and deal with customers for escalated cases - Manage team to ensure appropriate performance and compliance - Build up the call center to provide service via call (customer service, telesales ...) - Managing customer service projects (Shopee, Akulaku, Laneige): with responsibilities over recruitment, training, quality management and KPIs monitoring - Supervise CS team with daily operations: executing QA, coaching, training activities and reporting - Support CS team and deal with customers for escalated cases - Manage team to ensure appropriate performance and compliance



Matbao BPO

• Vietnam
• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• Call Center Manager

  • Mar 2016 - Apr 2018

  - Managing projects provide Customer Service, receiving requests from customers about services provided (LAZADA Customer Service Inbound & Outbound - over 150 agents) - Develop and organize the process of receiving information and coordinate with related departments to resolve the requirements of customers timely - Monitor agents closely with on/off time to ensure AR and CSAT of call/chat - Monitor all contact volume to maintain high service level and reach ability - Plan and supervise the functions of the position in Call Center system - Ensure KPIs are reachable of request from customers (SL > 90%, CSAT > 90%, CQM > 90%) - Planning process, working plan of department and performance monitoring: Assign tasks (Tasks & Timeline); Implementation organization; Optimizing operational efficiency - Planning and coordinating with the Operations Unit in Recruitment - Organize training and professional development for employees - Report the results of work by day, by week, by month and perform other tasks as required by Directors Show less



ZALORA Group

• Singapore
• Software Development
• 700 & Above Employee

• Senior Customer Service Representative

  • Jan 2015 - Oct 2015

  - Supervise daily operation of Customer Service for both in-house and BPO staffs- QA/Coaching to develop and improve agents’ performance- Execute daily, weekly, monthly and regional report- Utilize existing systems to create reports to track customers’ contact reasons- Assist in creating motivation programs for employees- Assist in ad-hoc tasks and guiding agents in exceptional cases, plan and arrange manpowerthrough different peak seasons

• Customer Service Representative

  • Mar 2014 - Jan 2015

  - Directly handled customers’ inquiries and complaints via call, chat, email, and social mediachannels