Experience

Übank

• Vietnam
• Banking
• 1 - 100 Employee

• Customer Care Team Leader

  • Mar 2023 - Present

  Team Leadership: Lead, motivate, and develop a team of customer service representatives to achieve performance targets and provide excellent customer support. Set clear expectations, provide regular feedback, and promote a positive work environment. Customer Issue Resolution: Handle escalated customer issues and complaints, demonstrating strong problem-solving skills and the ability to empathize with customers. Identify root causes and implement effective solutions to prevent similar issues in the future. Performance Monitoring and Reporting: Track team performance metrics, such as average response time, first-call resolution rate, and customer satisfaction scores. Provide regular reports and analysis to management, identifying trends, areas for improvement, and implementing action plans accordingly. Process Improvement: Continuously assess customer service processes and identify opportunities for improvement. Collaborate with cross-functional teams to streamline processes, enhance efficiency, and optimize the customer experience. Training and Development: Develop and deliver training programs to enhance the skills and knowledge of customer service representatives. Stay up-to-date with industry best practices and emerging trends to ensure the team is equipped to deliver exceptional service. Customer Service Policies and Standards: Establish and enforce customer service policies, procedures, and standards to ensure consistent service delivery. Ensure compliance with relevant regulations and guidelines. Collaboration: Collaborate with other departments, such as Payment, QC, Ops Risk, KYC, Product App... to align customer service efforts with organizational goals and objectives. Share customer insights and feedback to drive improvements in products and services. Show less



Aventus Group

• Lithuania
• Financial Services
• 100 - 200 Employee

• Customer Service Supervisor

  • Jan 2022 - Feb 2023

  - Monitor real time, daily, weekly and monthly agent reports and appropriately provide guidance when necessary - Monitor the quality of employees' interactions through Inbound, Outbound, Email, Chat channels - Monitor employee calls, provide guidance and feedback to minimize errors, increase service quality - Facilitate new hire and refresher training, as well as train new processes and procedures as changes occur in the department - Developing all Customer Service processes driving maximum automation - Participate in selecting & implementation of the new CS system – top priority and ensure proper usage and daily/weekly/monthly reporting. - Support staff to resolve complaints in urgent cases. - Continuously monitor to correct and promptly adjust problems arising in the process of customers using products/services. - Collect, research and analyze customer needs, as a basis for proposing business development strategies with superiors. - Responsible and building KPIs of the CS team - Recruiting, managing, consulting, training and supervising a team of specialists, employees and collaborators under the management scope in selling personal finance products including: loan products - Other task assigned by OM Show less



VTV-Hyundai Home Shopping Co., Ltd

• Vietnam
• Retail
• 1 - 100 Employee

• Telesales team leader

  • Feb 2021 - Dec 2021

  • Collect products information then training for OB staffs • Have a meeting with OB team to inform promotion programs, new product information, special notice or any change in tasks • Refer & decide which products will be sale/stop sale for OB team • Co-operate with MD Dept., to select products & promotion suitable for OB team • Co-operate with MD Dept., to extract data customers list base on product selling history direct Net shopping system • Allocating customer lists to each individual in the OB team • Support and resolve customers’ complaints after sale the get customers’ satisfaction • Coordinate with related departments to solve all customer’s complaints timely • Support to monitor call status and check the working hour of SC and handle urgent cases after the official time • Monitor and adjust the SC’s serving attitude in order to improve the service quality • Regularly check customer’s order and complaint information on the system and support SC to adjust the wrong information • Coordinate with Call Center Supervisor to evaluate and propose the excellent staff for reward • Timely deliver the reports as requirement • Support other related tasks as required Show less



QSR Vietnam

• Vietnam
• Food & Beverages
• 1 - 100 Employee

• Assistance Customer Service Manager Level 2

  • Mar 2020 - Feb 2021

  1.Operating shifts, forwarding customer order information from the restaurant to the Call Center Agent. 2.Monitoring the attitude and working hours of agent in shifts 3.Arrange employee schedules 4.Monitoring recording of Call Center Agent 5.Feedback complaint of customer via mail 6.Check recording and email of CS staff 8.Monitor employee sales to evaluate individual performance 1.Operating shifts, forwarding customer order information from the restaurant to the Call Center Agent. 2.Monitoring the attitude and working hours of agent in shifts 3.Arrange employee schedules 4.Monitoring recording of Call Center Agent 5.Feedback complaint of customer via mail 6.Check recording and email of CS staff 8.Monitor employee sales to evaluate individual performance



GS SHOP

• Vietnam
• Retail
• 1 - 100 Employee

• Call Center Supervisor

  • Sep 2014 - Apr 2019

  1. - In charge of the call center team, such as the agents’ working time, working attitute v.v…. 2. – Supporting and giving the agents the technical advice and assistance on problem cases and situations.. 3. – Training problem solving skill for the agents. 4. – Report Daily/Monthy/Yearly 5. – Arrange work schedule suitable to the business situation of the company 6. – Receicing directly the call and solving the the customers’ complaint. 7. – Reporting the agent performance. 8. – Monitoring the recording call and evaluating the agents’ working skill. Show less