Experience

Mytour Vietnam

• Vietnam
• Hospitality
• 1 - 100 Employee

• Customer Service Manager

  • Dec 2013 - Present

  Mytour Vietnam is one of the best Online Travel Agency in Vietnam, specializes in providing hotel, flight and tour booking services. Main responsibilies  System build up • Set up logic and monitor call center from beginning • Together with CxO to create and optimize booking process • Set Daily/weekly/monthly milestone tracking data to keep track with current progress  Human resource control • Headcount plan in accordance with High/Low seasons for both Official & Outsource staff • Restructure CS department with preparation of substitute (if any) in case of any situation • Recruiting/ Training staff and make career orientation so that they can keep motivation and operate stably • Guide and supervise consultancy and tasks management skills of each staff to optimize resources • Regularly review KPIs assessment system  Budget control • Plan and manage human cost under business plan • Control Discount/ Budget for booking adjustment cost within monthly target  Cross departments cooperate • Support other departments to complete all tasks Achievements • Successfully build up all of current booking progress on Mytour • Continuously achieve both Internal and Business plan targets (no less than 90% achievement) • 100% Discount/ Budget for booking adjustment managed within plan • Cooperate with other departments to complete selling at least 90 % pre-paid Roomnight for all seasons Show less



Bestbuy Vietnam

• Calling Manager

  • Feb 2003 - Jun 2013

  - Take full responsible for managing Call Center to meet sales target. - Support and enable team member to achieve KPI in productivity i.e. call target, sale revenue target, productivity index, revenue per man hour. - Motivate, coach and inspire team members to achieve target. - Handle and resolve enquiries escalated from team members as necessary. - Ensure all team member understand the company policy, management procedure, and the use of systems & telephone. - Monitor team member attendance and maintain staff turnover rate. - Review goal for each team members and the whole team based on daily, weekly and monthly Management report. - Ensure working data for the team and daily tracking report are update and accurate. - Assign lead to team member in an effective and fair manner. - Monitor, evaluate and analyze the effectiveness of Best Buy infomercial broadcast programs at each broadcasting point of time of all the television stations. - Other tasks assigned by Retail Director or by the BoD. Show less