Experience

POLY English Vietnam

• Vietnam
• Education Administration Programs
• 1 - 100 Employee

• Center Manager ( Two centres - Linh Dam and My Dinh)

  • Aug 2021 - Present

  1. Student admissions/Customer service management Responsible for student admissions and target Drive sales and promotions Responsible for student admission events/activities at the Campus Student and parent management Conduct parent orientation counseling Conducting interviews and entrance exams with prospective students Plan, conduct and manage attendance, learning progress, end-of-course result Being accountable for student re-enrollment 2. Daily operation and Academic management Manage center‘s day-to-day operations Be responsible for library operation and management, campus schedule and student placement, manage programs, class observation evaluation. Close liaison with R&D Department/ Training and Academic Department to ensure delivery of high quality service of teaching English for learners. Staff and teacher management and evaluation Plan and manage and drive campus OKR. Connect closely with Marketing to built brand awareness. Coorporate with business organizations/ partners to develope Brand and find new customers. Built school partnership and lead SPS activities Conducting regular class observations in order to evaluate teachers, provide training support and coaching, and monitor student leveling as well as curriculum implementation status Motivating and coaching all staff to provide excellent results and service Administrative management and reports Property and facilities management Center budget management Achievement compare with 10 centres at POLY Vietnam: Jun 2023 : Mỹ Dinh Campus: 234% target ( Top 1) & Linh Dam Campus: 131% target (Top 2) July 2023: Linh Dam Campus: 167% target (Top 1) & Mỹ Dinh Campus: 132% target ( Top 2) Show less



RMIT University Vietnam

• Vietnam
• Education Administration Programs
• 700 & Above Employee

• Education Advisor

  • Apr 2018 - Aug 2021

  Program advisor at Student Recruitment & Marketing Department Effectively consult and provide advice and feedback on RMIT and its programs, entry requirements, admissions and selection processes for potential parents and students Oversee and coordinate complete student recruitment process from initial enquiry to the point of enrolment and ensure provision of high level of customer service across touchpoints with potential parents and students. Build and maintain good working relationships with Student Administration and Student Admission teams to follow up and/or address any issues in the selection processes Customer Relationship Management (CRM) database management Adhere to guidelines on usage of the CRM system and its complete functionality and execute the email plan for prospective students. Ensure high level of accuracy across all information obtained through recruitment events and related activities. Ensure all information is captured into the CRM in a timely manner and report on effectiveness of those events and activities. Show less



ACET

• Canada
• Professional Training and Coaching
• 1 - 100 Employee

• Acting Manager of Counselling

  • Aug 2013 - Mar 2018

  In charge of Adult and Senior teens classes, administrating 11 CSSs and 4 interns New sale: understanding thoroughly about all products, being aggressive toward Sales, following sales process and knowing customer’s need to both sell our product and Satisfy customer. Working with Marketing to update enrollment target, have prompt action to back up in case of low enrollment situation and update team of Marketing campaign. Re-enrollments: providing customer cares, working closely with Academic department on any issues related to teaching to provide best services to customers as well as Marketing department to holding events, outside class activities for them Maintaining , monitoring and approving the Customer service of Counseling & Student Services staff and of all staff who are responsible for Customer service. Number of classes: Update daily the Enrollment Progress and review weekly with Director of Studies to decide the number of classes; Average class size ( ACS) Work with Director of Studies and get approval from Training Center Manager about opening classes to maximize average class size. Assist Training Center Manager on daily basis to work with other department Property Management: work with Admin team to ensure the Image of ACET: Maintain the building(office, classrooms, corridors, lobby, stairs, lifts, WCs, etc) Budget control: work with Finance team to ensure the Spend of all other departments to be in line with the Revenue to protect the EBIT Quality control: work with Academic Manager to ensure teaching quality and customer satisfaction Business development. Recruiting, training and managing counsellors Reporting on all aspects of the responsible areas related to Sale and Customer service to Hanoi Training Centers Manager, Country Manager and other departments when necessary. Reports containing situation with data and action proposed are submitted according to timelines set by line manager. Show less



Language Link Vietnam (LLV)

• Vietnam
• Language Schools
• 100 - 200 Employee

• Sale & Customer Service Supervisor

  • Mar 2009 - Aug 2013

  Sale & Customer Service Supervisor at Language Link Vietnam and Counselor in International Foundation Year Program Responsibilities:  Provide English course details to prospective students on the phone and face- to- face.  Provide foundation course of IFY to high school students.  Offering consultancy services to students professionally  Follow - up and maintain enrolment decisions from old and new students.  Supporting to develop a new product and carrying it out  Increasing the number of new and re-enrolling students studying at our school.  Co-operate with others related department to achieve the target smoothly.  Be in charge of soft skill courses and the international exam ( Navitas English Testing).  Respond to issues raised by enrolled students and follow up, proactively provide assistance to all complaints received.  Managing various students’ profile and filing system Personal skills and Abilities:  Presentation skill, communication skill.  Highly teamwork spirit and well co-ordinate with other teams  Expertise in hospitality and so be aware of how to communicate and deal with customers’ issues  Wide range knowledge of Customer service and after sales service.  Working under pressure Show less