Ngành nghề
Nơi làm việc
Phạm Thị Ánh Nguyệt
Thông tin nghề nghiệp
Kinh nghiệm làm việc
Từ 2008 đến 2010: Nhân viên/ Có kinh nghiệm tại Pyramid-consulting Viet Nam
• Writing test case, execute test case, writing bug report for Leader.
• Understanding Testing techniques and manage Bugs during testing process.
• Having Fundamental of Software testing
• Understanding Testing techniques and manage Bugs during testing process.
• Having Fundamental of Software testing
Từ 2010 đến 2011: Nhân viên/ Có kinh nghiệm tại IBS., JSC
• Checking and managing Project contact
• Making KCS Document
• Making acceptance Document and settlement Document for Project
• Planning Cash Flow management
• Update and report project progress for PM
• ensure 24/7 standby availability of call center
• ensure an accurate callback data on system and deliver daily/weekly/reliability report
• Look up and suggest call center upgrading potential
• Customer Satisfaction Survey control:
• Ensure to achieve Customer Satisfaction Survey target follow Customer Excellence program
• Analyses Customer Satisfaction Survey result & plan improvements
• Customer complaints/commendation control.
• Ensure 100% received Customer’s feedback to be updated on system and taken action
• Representative project: Petro Land Vung Tau
• Making KCS Document
• Making acceptance Document and settlement Document for Project
• Planning Cash Flow management
• Update and report project progress for PM
• ensure 24/7 standby availability of call center
• ensure an accurate callback data on system and deliver daily/weekly/reliability report
• Look up and suggest call center upgrading potential
• Customer Satisfaction Survey control:
• Ensure to achieve Customer Satisfaction Survey target follow Customer Excellence program
• Analyses Customer Satisfaction Survey result & plan improvements
• Customer complaints/commendation control.
• Ensure 100% received Customer’s feedback to be updated on system and taken action
• Representative project: Petro Land Vung Tau
Từ 2011 đến 2015: Quản lý tại Young World Technology VNG Corporation
• Ensure 24/7 standby availability of call center
• Ensuring and enhancing the Customer Service Center in the highest level of performance and coaching CS team as well.
• Ensure 100% received Customer’s feedback to be updated on system and taken action
• Playing a role model to provide excellent service to external and internal customers.
• Regular reviewing of service satisfaction level of customers in terms of phone call handling, order acceptance skills, service skills, productivity… and always seek initiative ways to improve and provide training for the team.
• Instructing CS team in solving the customer inquiries and complaint.
• Monitoring the process of insurance urgent order by following up with CS team
• Setting and following up Quality Objective of Customer Service
• Monitoring Tele sales team to finding new Customer.
• Provide solutions and strategies to improve the quality and efficiency work for Tele sales team Representative project:
• Implement Take care VIPs Customer nationwide Project
• Role: PM
• Manage resource, Build KPI for team Manage cash flow guaranteed minimum project budget
• Ensuring and enhancing the Customer Service Center in the highest level of performance and coaching CS team as well.
• Ensure 100% received Customer’s feedback to be updated on system and taken action
• Playing a role model to provide excellent service to external and internal customers.
• Regular reviewing of service satisfaction level of customers in terms of phone call handling, order acceptance skills, service skills, productivity… and always seek initiative ways to improve and provide training for the team.
• Instructing CS team in solving the customer inquiries and complaint.
• Monitoring the process of insurance urgent order by following up with CS team
• Setting and following up Quality Objective of Customer Service
• Monitoring Tele sales team to finding new Customer.
• Provide solutions and strategies to improve the quality and efficiency work for Tele sales team Representative project:
• Implement Take care VIPs Customer nationwide Project
• Role: PM
• Manage resource, Build KPI for team Manage cash flow guaranteed minimum project budget
Từ 2015 đến 2016: Quản lý tại Young World Technology
• Manage Call Center:
- Manage case management progress and related initiatives for Call Center
- Handling complaints and serious customer situations to related department person-in-charge for immediate actions
- Coordinate with related departments to solve problems and fulfill customers' requests/ inquires
- Keep regularly the network relationship with internal and external customers
- Develop capabilities for call agents in case management process and skills for Call Center implementation
• Manager Sale Team: Kid Safe Smart Watch Product
• Develop a sales strategy to achieve organizational sales goals and revenues
• Set individual sales targets with sales team
• monitor the achievement of sales objectives by the sales team
• liaise with other company functions to ensure achievement of sales objectives
• evaluate performance of sales staff
• provide feedback, support and coaching to the sales team
• plan and direct sales team training
• assist with the development of sales presentations and proposals
• co-ordinate and monitor online sales activity
- Manage case management progress and related initiatives for Call Center
- Handling complaints and serious customer situations to related department person-in-charge for immediate actions
- Coordinate with related departments to solve problems and fulfill customers' requests/ inquires
- Keep regularly the network relationship with internal and external customers
- Develop capabilities for call agents in case management process and skills for Call Center implementation
• Manager Sale Team: Kid Safe Smart Watch Product
• Develop a sales strategy to achieve organizational sales goals and revenues
• Set individual sales targets with sales team
• monitor the achievement of sales objectives by the sales team
• liaise with other company functions to ensure achievement of sales objectives
• evaluate performance of sales staff
• provide feedback, support and coaching to the sales team
• plan and direct sales team training
• assist with the development of sales presentations and proposals
• co-ordinate and monitor online sales activity
Từ 2016 đến 2020: Trưởng nhóm / ban tại Perfect Tour Travel (Du Lịch Hoan Mỹ)
• To build and to operate customer experience management department
• Improve customer service experience, create engaged customers, and facilitate organic growth.
• Take ownership of customer’s issues and follow problems through to resolution
• Set a clear CS mission and deploy strategies focused on that mission.
• Develop CS procedures, policies, and standards.
• Analyze statistics and complete accurate reports.
• Ensure that Customer Service activity is well rated by customers and is monitored by the management team linked to individual KPIs.
• Identify required systems support for customer service staff to be able to promptly answer queries on delivery progress or invoicing, payment, and track customer complaints and queries from the first contact until they are solved
• To develop and to carry out policies to take care of both old and VIP customers
• To build successfully the system of reward points for customers
• To develop the affiliate network (Co-Branding)
• Managing all marketing for the company and activities within the marketing department.
• Co-coordinating marketing campaigns with sales activities
• Planning and implementing promotional campaigns.
• Manage and improve lead generation campaigns, measuring results
• Improve customer service experience, create engaged customers, and facilitate organic growth.
• Take ownership of customer’s issues and follow problems through to resolution
• Set a clear CS mission and deploy strategies focused on that mission.
• Develop CS procedures, policies, and standards.
• Analyze statistics and complete accurate reports.
• Ensure that Customer Service activity is well rated by customers and is monitored by the management team linked to individual KPIs.
• Identify required systems support for customer service staff to be able to promptly answer queries on delivery progress or invoicing, payment, and track customer complaints and queries from the first contact until they are solved
• To develop and to carry out policies to take care of both old and VIP customers
• To build successfully the system of reward points for customers
• To develop the affiliate network (Co-Branding)
• Managing all marketing for the company and activities within the marketing department.
• Co-coordinating marketing campaigns with sales activities
• Planning and implementing promotional campaigns.
• Manage and improve lead generation campaigns, measuring results
Từ 2020 đến 2021: Giám đốc/ Quản lý cấp cao tại MylifeCompany( F&B)
• Manager Call center
• Developing plans and implementing VIP customer activities
• Develop policies for equipment customers and ensure old customers return to use the service 40%
• Build re – Marketing program for old customer
• Handle customer complaints directly
• Building CRM activities to expand the affiliate network
• Developing plans and implementing VIP customer activities
• Develop policies for equipment customers and ensure old customers return to use the service 40%
• Build re – Marketing program for old customer
• Handle customer complaints directly
• Building CRM activities to expand the affiliate network
Kỹ năng
I have 10 years experience about Customer Service, 6 years experience Manager Position
I am a responsible person and I always try to work creatively. I draw a line between work and pleasure, working hours, and leisure time. I don't have much free time, but if I have I prefer to spend it with my friends. My favorite way of spending time for dancing, singing, badminton, and relaxing in the open air. In computer space, my true passion is computer network research. Enthusiastic, open-minded, caring, and resourceful. I'm optimistic, have a good sense of humor, and get on easily with people of all ages and backgrounds.
I am a responsible person and I always try to work creatively. I draw a line between work and pleasure, working hours, and leisure time. I don't have much free time, but if I have I prefer to spend it with my friends. My favorite way of spending time for dancing, singing, badminton, and relaxing in the open air. In computer space, my true passion is computer network research. Enthusiastic, open-minded, caring, and resourceful. I'm optimistic, have a good sense of humor, and get on easily with people of all ages and backgrounds.
Ngoại ngữ
- Tiếng Anh (Trung cấp)
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