Experience

• 

  Aviva Vietnam

  • Hanoi, Hanoi, Vietnam

  • Policy Service Senior Specialist

    • Jun 2020 - Present
    • Hanoi, Hanoi, Vietnam

    ­ - Managing the daily operations of the PS section in accuracy and good customer services manners. Following up and monitoring alteration team­ - Recommending to Head of PS initiatives in improving the PS efficiency and quality of services­ - Ensuring the implementation of PS new projects/initiatives, memos, regulations and guidelines of the company­ - Solving complaints related to PS services provided to policy holders ­ - Support, coaching, training, motivating and deriving a development as well as backup plan for all personnel of PS section. Work in sync with sections of Operations & other Divisions to make sure that PS can best support other functions of Operations & the company. Being a role model in working, learning, caring and servicing people for staff to follow­ - Handling other tasks as requested by PS manager.

• 

  Vietcombank cardif

  • Ha Noi, Viet Nam

  • Senior Operation Officer

    • Oct 2014 - May 2020
    • Ha Noi, Viet Nam

    1. In charge of policy management, including premium and after-sale management­ - Support 99 branches of Vietcombank (VCB) in issue credit life policies­ - Handle premium (PRM) for Credit life VCB, check and input PRM data to Policy management System (PMS)­ - Reconcile NB & PRM data with VCB Branches before import to Policy management System­ - Implement after-Sale requests from VCB branches such as: Policy change, Terminate Policy & Correct Policy Information.­ - Provide customer service to Partners/customers2. Data/reports management­ - Take responsible for the internal and external reports­ - Manage data/report commission with partner and other teams (reconcile data commission with FA Department & VCB Branches before make payment request)­ - To be in charge Operation report to Ministry of Finance (MOF) & Association of Vietnamese Insurers (AVI).3. Design operation processes and relating forms; take part in User Acceptance Test (UAT) for developing policy management system­ - Take part in User acceptance test for new Products (new credit life, credit life single Premium & new endowment)­ - Update and validate for Web service Specification for Credit life transition ­ - Involve in enhancement/development:o Request, build scenarios and UAT for electronic document management systemo Upgrade for new functions/changes in ICP and convert tool for new credit lifeo Request, build scenarios and UAT for APL (Auto premium loan) functiono Complete requirements for Client Portal projecto Provided all data fields & reports for data centralization project­ - Follow up & Update IT requests related to CRs, errors and service request, in company with IT team & others team to arrange priority for IT implementation­ - Test and validate defects in PMS before IT go live new version in production.

• 

  Baoviet Life Company

  • Ha noi

  • Policy service executive

    • Oct 2009 - Oct 2014
    • Ha noi

    1. Participate in the UAT (user acceptance test) for the Core life system from the beginning of the project (The talisman Project to support Universal life Products)­ - Taking role of tester in order to generate scenarios, test cases, test data in the UAT, system test for new enhancement tasks and/or new release of system delivery­ - Define business procedures and processes including forms, letters and reports to be aligned with the characteristic of universal life (UVL) products, appropriate for the new system infrastructure­ - Efficient coordinate with IT departments to finalize the test results to improve the systems. Quick report, analyze, clarify errors, defects and program’s bug as well for IT and support them to obtain the best proficient measures­ - Update business guidelines and involve in training Branches users on operation courses.2. In Charge of Policy Servicing for UVL Products­ - Support 15/61 Branches in resolving daily operation’s issues with customers­ - Handle matters related to operations beyond branches’ ability or out of system support­ - Daily process Policy alteration transactions (minor changes/ major change) within service standard TRT ( around 300 tasks a month)­ - Be in charge of processing agent change and/or agent movement for all 61 branches with the number of 1600 cases per month.3. To take part in project improvement quality of Customer service­ - Responsible for customer service quality assessment reports­ - Directly support branches in new business & Policy Servicing to enhance quality of customer service­ - Be an internal control member to investigate the operation failure in Cao Bang Branch (2013).