Ngành nghề
Nơi làm việc
Lê Ngọc Phương Thảo
Thông tin nghề nghiệp
5
Đại học
Độc thân
Kinh nghiệm làm việc
Từ 2019 đến 2020: Nhân viên/ Có kinh nghiệm tại GOC PHO COFFEE SHOP
Manage store operation including Inventory, Profit and loss control, goods ordering, administrative duties
(Payment, Invoices).
Arrange training and working schedule (4 staffs).
(Payment, Invoices).
Arrange training and working schedule (4 staffs).
Từ 2017 đến 2020: Nhân viên/ Có kinh nghiệm tại CITIBANK VIETNAM
nior Customer Service Officer, Citiphone Department
Respond to Customer’s inquiries by Telephone in 2017 (average 100 calls per day), in charge Digital channel respond to customer’s requests via Online Mailbox (average 45 emails per day) since 2018.
Support team leaders to review agent’s performance (10 agents), monitor and train new-hire, escalate to
reinforce call quality based on Customers’ complaint.
Collaborate with relevant departments for problem solving.
Consolidate monthly proposal and ideas to enhance Customer experience (based on Customers rating).
Awarded The Second prize of 6-month project in Asia Pacific region (Voice Biometric is applied to
verify Customer’svoice on call) from August 2017 to January 2018.
Awarded Best KPI Performance of Citiphone agent in 2018.
Respond to Customer’s inquiries by Telephone in 2017 (average 100 calls per day), in charge Digital channel respond to customer’s requests via Online Mailbox (average 45 emails per day) since 2018.
Support team leaders to review agent’s performance (10 agents), monitor and train new-hire, escalate to
reinforce call quality based on Customers’ complaint.
Collaborate with relevant departments for problem solving.
Consolidate monthly proposal and ideas to enhance Customer experience (based on Customers rating).
Awarded The Second prize of 6-month project in Asia Pacific region (Voice Biometric is applied to
verify Customer’svoice on call) from August 2017 to January 2018.
Awarded Best KPI Performance of Citiphone agent in 2018.
Từ 2013 đến 2017: Trưởng phòng/ Quản lý cấp trung tại VIET IDEA FOOD & BEVERAGE COMPANY – STARBUCKS
Manage retail store operation including Inventory, Profit and loss control, goods ordering, administrative duties and working schedule.
Train new-hire, set training plan at store (10 staffs).
Control food stock, sampling and fine display.
Handle customer complaint and implement solutions to improve customer experience by coaching team.
Awarded a Bravo cup “For the supportive in training for Starbucks Cambodia partners and alsofor
achievement with excellent performance in Supervisor duty”.
Train new-hire, set training plan at store (10 staffs).
Control food stock, sampling and fine display.
Handle customer complaint and implement solutions to improve customer experience by coaching team.
Awarded a Bravo cup “For the supportive in training for Starbucks Cambodia partners and alsofor
achievement with excellent performance in Supervisor duty”.
Kỹ năng
MS Office (Word, Excel, Power Point), Outlook.
Tech-savvy: ERP (Order, transfer goods and calculate Sales), Social Media (SEO).
Able to work individually or as a team, Attention to detail; Fast learning; Adaptability; Critical thinking.
Tech-savvy: ERP (Order, transfer goods and calculate Sales), Social Media (SEO).
Able to work individually or as a team, Attention to detail; Fast learning; Adaptability; Critical thinking.
Ngoại ngữ
- Tiếng Anh (Cao cấp)
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