Group Service Manager

• Apr 2022 - Oct 2023

Responsible for delivering high-quality services to both the District 2 (300 students) and Binh Thanh (110 students) campuses, including people management, people development, forecasting, internal revenue development, project implementation, administration, and organizing. •Recruited, coached, mentored, and trained a team of 6 front service officers on delivering excellent customer service to parents and students after the admission point. This included student progress updates, foreseeing… Show more Responsible for delivering high-quality services to both the District 2 (300 students) and Binh Thanh (110 students) campuses, including people management, people development, forecasting, internal revenue development, project implementation, administration, and organizing. •Recruited, coached, mentored, and trained a team of 6 front service officers on delivering excellent customer service to parents and students after the admission point. This included student progress updates, foreseeing parent concern, handling complaints and solving issues. •Tracked, analyzed, and reported on various elements of campus service performance selected by the Service Director and provided solutions for improvement, ensuring that student-parent experience, satisfaction, and internal revenue exceeded expected benchmarks. •Coordinated with the Academic Coordinator and Admission Manager to solve challenging parent and student escalations. •Ensured that Standard Operating Procedures were developed and followed to maintain service quality. •Ensured the daily front desk service operations ran smoothly in an effective and efficient manner. •Planned and delivered monthly events in coordination with other departments. •Ensured renewals and referrals performance are consistant in collaboration with the Admission Manager. •Accountable for campus look and feel, campus maintenance, procurement, inventories, monthly expenses, and security. •Ensure class scheduling efficiency in coordination with operation, academic departments. Show less Responsible for delivering high-quality services to both the District 2 (300 students) and Binh Thanh (110 students) campuses, including people management, people development, forecasting, internal revenue development, project implementation, administration, and organizing. •Recruited, coached, mentored, and trained a team of 6 front service officers on delivering excellent customer service to parents and students after the admission point. This included student progress updates, foreseeing… Show more Responsible for delivering high-quality services to both the District 2 (300 students) and Binh Thanh (110 students) campuses, including people management, people development, forecasting, internal revenue development, project implementation, administration, and organizing. •Recruited, coached, mentored, and trained a team of 6 front service officers on delivering excellent customer service to parents and students after the admission point. This included student progress updates, foreseeing parent concern, handling complaints and solving issues. •Tracked, analyzed, and reported on various elements of campus service performance selected by the Service Director and provided solutions for improvement, ensuring that student-parent experience, satisfaction, and internal revenue exceeded expected benchmarks. •Coordinated with the Academic Coordinator and Admission Manager to solve challenging parent and student escalations. •Ensured that Standard Operating Procedures were developed and followed to maintain service quality. •Ensured the daily front desk service operations ran smoothly in an effective and efficient manner. •Planned and delivered monthly events in coordination with other departments. •Ensured renewals and referrals performance are consistant in collaboration with the Admission Manager. •Accountable for campus look and feel, campus maintenance, procurement, inventories, monthly expenses, and security. •Ensure class scheduling efficiency in coordination with operation, academic departments. Show less

Center Customer Experience Manager

• Jun 2020 - Mar 2022

Led 2 functions in the center: Academic Coaching team and Service Officer team and responsible for center service delivery, service KPIs, professional success of direct reports and ensure the center meets Internal Revenue target: - Responsible for service and operational functions, firstly in the Binh Duong center(~300 students) and then the District 7 center(>700 students) - Managed diverse teams of up to +12 staff: Academic Coaches and Service Officers. Coaching team is mainly… Show more Led 2 functions in the center: Academic Coaching team and Service Officer team and responsible for center service delivery, service KPIs, professional success of direct reports and ensure the center meets Internal Revenue target: - Responsible for service and operational functions, firstly in the Binh Duong center(~300 students) and then the District 7 center(>700 students) - Managed diverse teams of up to +12 staff: Academic Coaches and Service Officers. Coaching team is mainly responsible for student method and progress, whereas the Service Officer team is mainly in charge of center prospect activities and student booking success. - Enforced a high level of customer service standards from the Coach and SO. - Monitored coaches and service officers performance with respect to their student progress. - Drove class attendance, class ultilization and coach proactivity with regards to students’ engagement. - Take ownership of the look, feel and atmosphere within the center in cooperation with the Center Head of Sales and Center Head of Teaching. - Conducted quarterly performance reviews with all staff delegating where necessary to team members in the team, feeding back and following up as required. - Communicated with students on a daily basis for various reasons including solving complaints, although the most rewarding was consulting them on their study habits and how to improve and then watching them make progress. - Drove internal revenue opportunities for sales through renewals, referrals and upsells on the back of high quality service. - Plan center-level events with Center Heads and drive coach performance with respect to using events to get student referrals and support renewals. - Attain team objectives by coaching, training, supporting, disciplining, planning and appraising the 2 teams. - Provided open and honest weekly reports to the Head of Service regarding what had happened, reflecting on it and then looking towards the next week's key focus areas.

Academic Coach Supervisor

• Dec 2019 - Jun 2020

Led a team of +8 academic coaches: + Provide leadership, trainings, mentorship and professional support to the academic coaches. + Prepare and deliver quarterly and yearly performance reviews for team members. + Manage and coach on internal team communication. + Develop training plans and induction trainings for new coaches. + Work with native teachers to give feedback on student class experience. + Monitor center events success. + Work with Service Manager to ensure… Show more Led a team of +8 academic coaches: + Provide leadership, trainings, mentorship and professional support to the academic coaches. + Prepare and deliver quarterly and yearly performance reviews for team members. + Manage and coach on internal team communication. + Develop training plans and induction trainings for new coaches. + Work with native teachers to give feedback on student class experience. + Monitor center events success. + Work with Service Manager to ensure optimal operations of the team.

Senior Academic Coach

• Mar 2019 - Dec 2019

- Follow the students progress through phone calls, meetings. - Deliver survival classes to low level students - Treat complaints and objections from the students. - Mentor and coach a group of +5 junior personal tutors to help them reach their personal development plan. - Being Leader of small Admin, KPI and Happiness team. Monitor, delegate tasks and coach team members to deliver assigned tasks.

Academic Coach

• Sep 2017 - Feb 2019

- Deliver customer service and academic advices to students. - Treated students objections against the method. - Deliver teaching activities: review classes, speaking clubs - Support with center events.

English Teacher

• Jan 2015 - Sep 2017