Experience

VNTravel Group

• Vietnam
• Technology, Information and Internet
• 1 - 100 Employee

• Head of Customer services

  • Sep 2019 - Present

  • Manage all customer care activities for the company and build the company's brand through all channels (call / chat / email, social) • Collect information, feedback from customers, market comments and report back to the heads to develop and expand the market. • Analyse potential marketing channels for the marketing campaign/ promotions. • Check the app for bugs periodically and report back to the product team for bug fixes. • Handle all customer complaints as well as reduce losses for the company. • Build a Contact center system, develop CRM system, chat bot system, ticket management system as well as improve the interface of the application (UI / UX) • Build cross sale programs to increase GMV for the company. • Report on business activities by week, month, quarter, year or at the request of the BOD. Show less



Resort International

• Ho Chi Minh City, Vietnam

• General Manager, Cum CRM System Development

  • Apr 2018 - Jul 2019

  • Head of CS (Telemarketing – OS) • Manage a team of telemarketers to achieve the Company’s target of attending couples to each of the Company’s events which are held on a daily basis. • Create a process workflow for telemarketing, follow-up and qualification of leads. • Develop call scripts for telemarketer’s use with lead generation and qualification. • Assist to create team compensation structure and performance metrics. - Supervise telemarketers in persuading the customers to come to the events held by company. • Interface closely with the sales and marketing department. • Use data driven reporting to optimize tele sales and telemarketing operations. • Maintain accurate detailed and applicable contact data in the database. • Work for increasing the call results to meet the company’s targets as set from time to time. • Developing, train and manage telemarketers. • To be responsible for Assigned Data to tele user. • Doing the weekly, monthly report to BOD. • Analysis situation of Data as, call center to give advice for BOD. Show less



KIM HEALTHCARE SERVICES LTD

• United Kingdom
• Hospitals and Health Care
• 1 - 100 Employee

• Call Center Manager

  • May 2017 - Feb 2019

  • Manage sales department Direct sales and Telesales, directly involved in business activities of the department such as customer search.. • With staff maintain and care for old customers, potential business relationships. Seeking new customers. Consulting customers about products, prices, promotions, ... Handling complaints of customers. • Completing the assigned business targets. Report periodically on the implementation of the plan to the Board of Directors and related departments. • Plan and implement the long-term business plan for the department. • Planning the overall and detail of the CC department, in line with the company's strategic direction and sales goals. • Manage all activities of Customer Care for the company and branding of the company • Information gathering, customer feedback, market commentary for development and expansion. • Report on business activities by week, month, quarter, year or at the request of the BOD. • Propose solutions to achieve and exceed sales targets • Organize the implementation of the program marketing plans, advertising plans, promotions. Track performance and report results. • Build marketing plan & strategy to promote the sales volume of the Company’s products • Weekly report to BOD or when necessary about the status of the marketing planCoordinate closely with sales teams and other Departments to support for the achievement of sales target. • Analyze potential marketing channels for the marketing campaign/ promotions • Plan the marketing strategy and budget from beginning of the year to get approval • Other assignments by BOD Show less



Paradise Bay Resort Company Limited (ALMA)

• Vietnam
• Hospitality
• 1 - 100 Employee

• Head of Customer Services cum Data Manager

  • Jan 2015 - Apr 2017



Vietnam Beauty Joint Stock Company

• Vietnam

• Marketing Manager

  • Nov 2012 - Nov 2014



Teleperformance

• France
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Call Center Manager (last position)

  • Jul 2009 - Oct 2012