Ngành nghề
Nơi làm việc
Trương Hoàng Huyền Trân
Thông tin nghề nghiệp
Kinh nghiệm làm việc
Từ 2014 đến 2015: Nhân viên/ Có kinh nghiệm tại Diem Tua Cooperation
Teacher
Từ 2014 đến 2015: Chuyên viên tại International Education Institution
Consultant Executive
Từ 2014 đến 2015: Nhân viên/ Có kinh nghiệm tại Duc Thinh Oils
Sale Admin – HR
Từ 2015 đến 2017: Nhân viên/ Có kinh nghiệm tại Leflair Vietnam
• Help to set up Customer Service Department. Initiate company Policy, Terms and Conditions, FAQs
• Assist in hiring and coaching new CSA
• Directly answer customer’s question and resolve the issue via phone, email, facebook
• Work with 3PLs, Partner service and Operation team to ensure on-time delivery and customer satisfaction
• Make follow up calls weekly as required by manager
• Do daily and weekly report
• Assist in hiring and coaching new CSA
• Directly answer customer’s question and resolve the issue via phone, email, facebook
• Work with 3PLs, Partner service and Operation team to ensure on-time delivery and customer satisfaction
• Make follow up calls weekly as required by manager
• Do daily and weekly report
Từ 2017 đến 2018: Trưởng nhóm / ban tại Leflair Vietnam
• Assist in hiring, coaching and evaluating CSA, assign CSA with appropriate tasks
• Measure and responsible for CSA performance, monitor daily activities of CS operation
• Handle difficult situations that can not be solve by other agents
• Plan, prepare and devise work schedule according to workloads
• Oversee product exchanges and returns
• Analyze data and statistics based on Zendesk
• Work with departments to investigate causes and preventions of issues in oder to align customer service department policies and systems with the company’s objective
• Collect customer feedback from NPS, discuss with Manager on how to enhance customer satisfaction
• Compose call scripts, email template, macro
• Own projects: Reduct inbound - outbound call, Warranty process for Import products, CS Handbook
• Measure and responsible for CSA performance, monitor daily activities of CS operation
• Handle difficult situations that can not be solve by other agents
• Plan, prepare and devise work schedule according to workloads
• Oversee product exchanges and returns
• Analyze data and statistics based on Zendesk
• Work with departments to investigate causes and preventions of issues in oder to align customer service department policies and systems with the company’s objective
• Collect customer feedback from NPS, discuss with Manager on how to enhance customer satisfaction
• Compose call scripts, email template, macro
• Own projects: Reduct inbound - outbound call, Warranty process for Import products, CS Handbook
Từ 2018 đến 2019: Trưởng nhóm / ban tại Thien An Investment Corporation
• Set up CS department. Initiate working process among departments
• Hire and coach CS team on how to adequately address problem over the phone or how to write correspondence
• Allocate and responsible for team’s performance
• Plan, prepare and devise work schedule according to workloads
• Build call center, call scripts, email template to ensure professional communication
• Coordinate with brands to held training session in order to improve sale and consultative skill
• Work with departments to resolve problem smoothly and expedite work
• Build and responsible for team’s KPIs
• Own projects: CS Library, Training book, Increase Response rate and Reduce Leadtime, Encourage high review from end user, Returning customer care, Thank you Card
• Hire and coach CS team on how to adequately address problem over the phone or how to write correspondence
• Allocate and responsible for team’s performance
• Plan, prepare and devise work schedule according to workloads
• Build call center, call scripts, email template to ensure professional communication
• Coordinate with brands to held training session in order to improve sale and consultative skill
• Work with departments to resolve problem smoothly and expedite work
• Build and responsible for team’s KPIs
• Own projects: CS Library, Training book, Increase Response rate and Reduce Leadtime, Encourage high review from end user, Returning customer care, Thank you Card
Từ 2019 đến hiện nay: Trưởng nhóm / ban tại beGroup
• Hire, train and terminate Customer service agents (CSA), develop Rider team, Frontline team, B2B team
• Build SOP for Transport - Rider and B2B
• Propose, analyze, report KPIs for the team, ensure team ’s KPIs as required
• Plan, prepare and devise work schedule according to workloads. Monitor daily activities such as incoming call, call and email backlog, social media, information updating.
• Work with other departments to implement process and procedure
• Coordinate with related departments to handle serious incident and crisis media
• Review contracts, guide CSA to negotiate deals with customers to win the contract
• Communicate with QA team to control call and email quality
• Issue refund to customer
• Isolate and identify areas of improvement on system to optimize working process
• Analyze data and statistics based on Salesforce, Stringeex
• Achievements: Increase answer call from 65% to 95% in 3 months; Email SLA: 90%; 90% CSA reach KPIs
• Build SOP for Transport - Rider and B2B
• Propose, analyze, report KPIs for the team, ensure team ’s KPIs as required
• Plan, prepare and devise work schedule according to workloads. Monitor daily activities such as incoming call, call and email backlog, social media, information updating.
• Work with other departments to implement process and procedure
• Coordinate with related departments to handle serious incident and crisis media
• Review contracts, guide CSA to negotiate deals with customers to win the contract
• Communicate with QA team to control call and email quality
• Issue refund to customer
• Isolate and identify areas of improvement on system to optimize working process
• Analyze data and statistics based on Salesforce, Stringeex
• Achievements: Increase answer call from 65% to 95% in 3 months; Email SLA: 90%; 90% CSA reach KPIs
Kỹ năng
Language skills: Native Vietnamese, English
IT skills: Microsoft office
IT skills: Microsoft office
Ngoại ngữ
- Tiếng Anh (Cao cấp)
Học vấn bằng cấp
- Cử nhân tại Đại học Khoa Học Xã Hội & Nhân Văn TP.HCM
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