Experience

Gojek

• Indonesia
• Technology, Information and Internet
• 700 & Above Employee

• QA & KYC Manager

  • Aug 2023 - Present



BE GROUP

• Vietnam
• IT Services and IT Consulting
• 200 - 300 Employee

• Customer Service Team Leader

  • Feb 2021 - Aug 2023



Haravan

• Vietnam
• IT Services and IT Consulting
• 200 - 300 Employee

• Customer Service Team Leader

  • Aug 2020 - Feb 2021

  -Take part in building up, reviewing and updating CS processes and monitor that these processes are followed correctly -Analyze CS operation data weekly/monthly with metrics: CSAT, SLA, FCR,…to improve weaknesses, take actions to increase customer satisfaction. -Serve as CS escalation point and collaborate with cross functional team on customer related matters to enhance customer experience -Recruit new employees, onboard and train about CS processes, systems -Organize testing plan to evaluate customer service skills, product knowledge of current employees and make suitable training program to improve -Participate in Self-service project to build up the user guide of Haravan products, FAQs to reduce CS workload with questions about instructions of Haravan products from customers -Be in charge of Freshdesk system administrations for all departments to manage the customer support. -Work with partner for telephony system upgrading, ensure the call center operate properly for customers to contact hotline Show less



DHL eCommerce

• Germany
• Truck Transportation
• 700 & Above Employee

• Country Customer Implementation Executive

  • Feb 2018 - Apr 2020

  - Manage the customer on boarding process from beginning to end; ensuring adherence to processes and timely resolution of implementation related issues for 440 customers in Vietnam that including SME, B2B customers: Efirst Asia Vietnam Co.,Ltd, Hoang Phuc International, HSBC Bank, Shinhan Bank… There are 72% of these customers is shipping with DHL. Follow the process and support customers: Sendo, Adidas, Watson,… - Understand customers and assess a suitable integration solution to meet our customer’s shipping requirements. - Work in conjunction with cross-functional teams (i.e. Sales, Product, Finance, Operations, Portal Team, IT, Customer Service) to provide guidance on correct processes and procedures of customer on boarding. - Maintain customer master data in applicable corporate systems. - Support with issue resolution, post-implementation and provide feedback on customer issues and requirements, maintain customer relationship - Participate in the user/business acceptance testing of system enhancements, translate web language of AP Portal (link: https://ecommerceportal.dhl.com/) from English to Vietnamese. - Provide DHL eCommerce portal trainings for 20 CS employees and internal departments Show less



Khang Nam Trading – Service Co.,Ltd

• Customer Service Team Leader

  • Jun 2016 - Jan 2018

  - Lead a team with Customer Service Executives, assign, follow and evaluate their works- Train customer service executives- Analyze databases of shipments and report to MD every month- Make plan to connect with customers and increase the awareness about company by creating company website- Maintain the business relationship with customers- Make report of export-import shipments every month to MD- Resolve problems arising in activities related to export-import shipments

• Customer Service Executive

  • Mar 2015 - May 2016

  - Declare customs, prepare the documents for export-import shipments which are commercial or non-commercial by express services, air freight such as: airway bill, invoice, packing list and related documents- Advise export-import procedures by express services, air freight for customers- Track the status of shipments and resolve the problems such as missing, delay, damage…- Work with logistics companies (Kuehne+Nagel, Dachser, Cargo-Partner, SITC,…) and express services (DHL, TNT, UPS,…) to ship the shipments- periences to work with logistics companies and express services Show less