Senior Quality Assurance Customer Service
Resume:
TRAN HOANG PHONG (Eric)
Block * Lot *, Apple street, San Juan, Cainta, Rizal, Philippines
*************@*****.***
www.linkedin.com/in/phong-tran-097b4040
mailto:*************@*****.***
EDUCATION: VAN LANG UNIVERSITY, Binh Thanh Dist, Ho Chi Minh City, Viet Nam
Bachelor of Hospitality Management, August 2010
QUALIFICATION: TOEIC CERTIFICATE, Score: 845
SUMMARY: • Phong is an action- oriented and highly- proactive Quality Assurance Analyst acting as Senior to Peers by determining strengths/weaknesses and sharing practical knowledge/ skills. Proven ability to deal with resistant audiences by calibrating/ standardizing non-existing procedures/ guidelines and get them implemented to improve the Quality of Customer Support. Helping the team from average performance to one of the top performing teams in 3 consecutive quarters by effective coaching techniques/ real time reminders/ feedback, refresher/ new hire training sessions/ quarterly quiz, quickly identifying gaps/ providing valuable resolution and immediately coordinate with others to overcome challenging issues in timely manner.
• Highly productive QA Analyst as always willing to accept extra responsibilities and adhoc tasks. Working independently under pressure, minimal supervision with high concentration to make sure all tasks/ targets delivered before deadline. Who is suitable for multilingual BPO companies with excellent English and Communication skills, both verbal and written. Ability to efficiently utilize all office/ desktop tools (Outlook, Excel, Word, Power Point).
• Phong is gracious, insightful, flexible manner, self-motivated and able to inspire, motivate people. Can plan, organize, lead, and evaluate.
EXPERIENCE: Bayview Technologies, Inc 43th Yuchengco tower, RCBC Plaza 6819
Ayala Ave.cor. Gil Puyat Ave. Makati
Senior Quality Assurance Analyst (Vietnamese)
March 2016 - present
Key person of all escalations related to Vietnamese Quality Assurance coming from Marketing/ Operation/ Project management/ Knowledge management.
Partially assisting and handling Assistant Manger’s tasks when AM is out of duty.
Training new QA Analyst, assisting QA in Kuala Lumpur.
Quality Assurance Analyst (Vietnamese)
January 2015 – March 2016
Agents:
oMonitoring, extracting and auditing Chats of agents in Manila and Kuala Lumpur (20 agents, 7 audits/ per agent/ per month).
oConducting QA Feedback/ one-on-one coaching sessions (4 sessions/ per agent/ per month).
oChecking and validating Dispute.
oCollating common, repeated errors and delivering “Common Concerns” article to all agents on bi-weekly basis.
oSending email reminding of Fatal Errors.
oCreating and conducting Quarterly Test for all agents. Conducting Quality Assurance Education sessions for New Hires/ refresher sessions.
oStandardizing and rolling out new QA guidelines and procedures.
Operation/ other teams:
oConducting weekly calibration meeting with Operation Officers and Monthly meeting with Marketing team.
oIdentifying gaps, submitting Performance Trend Report and providing recommendations to consistently perform.
oSending Calibrating Minutes of Meeting.
oManaging and providing immediate feedback to keep the Knowledge Base informative, consistent and updated.
TYCHE CONSULTING 11st Eton Centris Cyberpod
LIMITED PHILS Quezon Ave. Quezon City
Asia CS Coach – Viet April 07, 2014 – August 24, 2014
Acting like a coaching specialist for any operations staffs towards established Service Excellence standard.
Scheduling coaching sessions with CSRs on regular basis.
Involving in planning, execute, feedback of Operational Procedures and Policies.
Preparing periodic agent performance reports and deliver consolidated performance feedback to CSRs.
Working collaboratively with Shift Leader as Trainees transition from the training program to the floor.
Working on training materials for department and company staff to boost their learning and development progress.
Managing contents for both internal and external use to ensure all content is up to date and accurately reflects the needs of the staff to help resolve player inquiries.
Diagnosing performance gaps to understand which coaching methods will achieve success.
Taking over the Shift Leader when leadership coverage is needed.
PCCW TELESERVICES 17/F Union Bank Plaza
(PHILIPPINES) INC. Meralco Ave. Ortigas Center, Pasig Service Recovery Officer, Nokia Account July 1, 2013 – March 26, 2014
Resolving complaints escalated from Tier 1, Tier 2, and Team Leader;
Handling alleged product safety, security and liability cases (PSS&L);
Conducting outbound calling to customers to resolve issues that require offering product substitution or check refund.
NEWWORLD HOTELS SAIGON 76, Le Lai, Dist.1, Ho Chi Minh City
Supervisor, Parkview Restaurant November 1, 2012 – April 24, 2013
Serving as a departmental role model or mentor by working alongside staffs to perform technical or functional job duties.
Assigning and ensuring work tasks are completed on time and that they meet appropriate quality standards.
Ensuring guest bills are accurate through following proper billing handling procedures.
Ensuring that all staffs are trained on hotel core value, job roles, responsibilities, technical and service aspects of the job.
Conducting taste panel and menu classes on daily basis for all staffs.
Encouraging and motivating staffs to perform their best, take responsibilities for tasks and assignments.
Assisting management to ensure that staffs have the necessary resources to effectively perform their tasks.
Listening to staff’s suggestions for the improvement of restaurant operation, guest’s satisfaction, and Page3 maximize revenue.
Coordinating tasks and work with other departments to ensure that the department runs efficiently.
Maintaining cleanliness of work areas throughout the day, practicing clean-as- you-go procedures.
WYNN MACAU RESORT Nape, Macau
Server, Café Esplanada September 2010 - August 2012
Serving breakfast and dinner buffet with Western and Asian cuisine; tea time with a variety of coffees, teas and cakes; all day A la Carte menu with Macanese, Asian and Western Cuisine.
Preparing mise-enplace set up buffet breakfast and dinner.
Serving guest accordingly to Forbes’s standard. Ensuring accurate service sequence from the beginning to end.
Handling guest complaints, reporting guest complaints to supervisors, following up and checking guest’s satisfaction.
Supporting banquet operation when required.
Reporting linen’s stock to Team Leader end of month, assigned to report any damage regarding to operating equipment and furniture to Manager in charge.
PARK HYATT SAIGON HOTEL Dist. 1, Ho Chi Minh City Waiter, Banquet & Opera restaurant November 2009 - August 2010
Banquet operation:
oSet up meeting rooms with Classroom, Theater, Cluster, U-shape styles.
oSet up weddings with Chinese and Western styles, set up pre-dinner cocktail area. o Performed different types of table service to the guests.
Opera restaurant:
oPreparing mise-en-place, serving American breakfast and Continental breakfast, serving A la Carte with Italian Cuisine.
oComplying strictly with service sequence and Hyatt’s standard from greeting guest to bid farewell.
oPerforming suggestive selling, checking guest’s satisfaction, handling guest complaints, and performing service recovery.
AWARDS: STAR OF THE MONTH, December 2011, Wynn Macau Resort
Contact this candidate