Hồ sơ ứng viên

Working as a freelance consultant based on particular areas of expertise for short term (call center setup, Telesales of FMCG, Finance…)
• Meanwhile, looking for new opportunities as areas above but for long term

Assist to CEO (Company owner) in projects managing and develop company business.
• Directly managing to projects of Contact center/ Call center as a General manager role for operation planning, directions to Operation Manager under in order to meet all of expectations from Clients/ Partners such as operational KPIs, SLA, Financial…
• Plan & set service operation goals up to well achieve in financial management, recruitment, training, people development in service delivery.
• On behalf of CEO as a senior contact point presenting to communicate with Clients/Partners for all of communication that business required and contract service providing.
• Caring to existing Clients and also seeking new Clients in order to develop business.
• Provide to CEO on ideas and initiatives of development, budgets, as well as plans for conductions

As a project leader role of Contact Center to set up all of operations things relevant (Call center structure, call system, recruitment, process & procedures, training, quality assurance…)
• Managing to Contact Center project with scale up to over 300 seats to meet all of KPI and Client’s expectation with mindset of enhancement & continuously improvement.
• Plan, controls, deploy and handle daily operational for each campaign/ program/ new product launch by Client and have to ensure the revenue gains based in resource existing, hiring along with infrastructure as well as budget control.
• Work and coordinate to stakeholder & Clients to help project run smoothly and efficiency.
• Report to Company Vice Director & Client (Weekly/ Monthly/ Quarterly & Yearly)

To manage a team of contact centre advisor (25-30 advisors) for ensuring and delivering high standards of express service (Booking, Track & Trace, Inquiry, Complaint handling) to customers that builds high levels of customer satisfaction, delivery the great service quality by making the most effective with daily supervise staff’s consulting, visible to answer questions, use a range of measurementsto monitor, analyse to improve Contact centre KPI performance.
• Be a part and presented for CS Dept., to join some projects related CS to help all more effectively and right the processes in each Departments/Functional/ Stakeholder and must get in line with DHL regional and Global.
• Coach and train both new recruits and experienced agents, help contact center meet most important goals: improving productivity, reducing operating expenses, retaining customers, generating incremental revenue, providing an outstanding customer experience and well maintain product and knowledge along with GSOP commitment.
• Do analysis report of team performance and other report of initiative in workflow for continuous improvement.
• Central manage insight to all of process & procedures of express to consult and provide to local & external customers for using service with special instructions of air cargo delivery such as import/export process, dangerous goods (DG), prohibited goods, custom clearance…
• Report to line manager

• Manage all of operational in Call center with almost 100 Telemarketing Agents, including daily activities, KPIs, Quality
• Budget control, Hiring, Training/Coaching, HR management….
• Research & Development the database based in customer expectation and business needed to enhance the quality that help any client be approached easier in business.
• Work with Board of management in the new projects for the best solution, then set out target & deploy the projects based in Client’s requirements to achieve sales goal/ SLA/ conversion rate…
• Coordinate to Sales department/ Stakeholder to deploy campaigns, programs, and suggest opportunities to attractive customers with highest expectation. Support sale/ business development te

Manage a team of 20-30 agents in daily operation
• Motivation, training and coaching the agents on the products, services & knowledge to ensure compliance to quality standards(including newbie)
• Monitor staff performance to meet KPIs target.
• Coordinating closely with Training & QA department to train staff on updating product information services, improving customer care skills on the phone.
• Reporting, analysis and evaluation of quality customer care as well as other reports to management-level personnel and the other relevant departments as needed.

Manage a team in production line of Float glass for work shift operating
• Drive & operate the product line properly to achieve optimal capacity of product in shift duty.
• Inspection of workflow from people to machinery, make maintenance plan in monthly/annually in section in charged.
• Coordinate to the other section/ team in Production Workshop to ensure the product line & finished produce meet quality.