Experience

Worklink Vietnam

• Vietnam
• Human Resources Services
• 1 - 100 Employee

• Recruitment Consultant

  • Oct 2020 - Present



ALT Education Group

• 1 - 100 Employee

• Customer Service Manager

  • Dec 2019 - Sep 2020

  - Working with Customer Service (CS) team and other departments to serve clients and reach the targeted KPIs.- Ensuring and regularly improving quality and work performance.- Manage daily works and developing initiative, project, system, tool, platform,... for service quality enhancement.- Getting involved in TQM meetings.- Be responsible for productivity and quality of customer service as well as staff performance, find out the gaps and give the solutions for improvement.=> - I was in charge of scripts and templates in response to queries and complaints from customers, building the thorough work procedure for CS team, before and during the Covid-19 pandemic, proposing ideas for StarkCamp improvement, solving internal conflicts. NPS index guaranteed above 88%, case response time guaranteed above120%.- Managed 10 staffs. Show less

• Assistant Head

  • Jan 2019 - Nov 2019

  - Be responsible for productivity and quality of customer service as well as staff performance, find out the gaps and give the solutions for improvement.- Working alongside the Quality Management Team.- Making reports of learner's progress.- Handling administrative tasks.