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Vietnamese Localization

San Jose, California, United States
January 26, 2018

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Han Ngoc Vu

Phone: 408-***-****



A result-oriented person and have good service mind, “can-do” attitude and interpersonal skills Looking for a new challenged position in an international environment where maximize my capabilities and add value to company’s success

Employment Experience


San Jose, CA 04/2017 – Present

Legal Operation Associate

Review the videos (sensitive videos) in given time in accordance to the policies standards

Reviews or data processes within turn-around times

Be up to date on the policy and process changes

Receive quality and productivity feedback and work on it

Support urgent requests and projects while collaborating with cross-functional teams

Conduct market research to prepare for new product launches PHP INSURANCE SERVICES, INC

San Jose, CA 07 /2015 – 04/2017

Customer Service Representative

Processing all new and renewal applications related to health and life policy and arrange all medical exams for the life applicants by interacting writing agent; examiner and client.

Following up all applications submitted correctly and meet all underwriting requirements.

Processing policy endorsement and make sure it completed by carrier.

Receptionist duties; answering incoming calls, greeting customers.

Provide day to day support to front end agent for Health & Life Dept.

Doing daily/weekly/month report for whole team.


Sai Gon, VN 07/2012 – 07/2015

Renewal Sales (Vietnam, Laos, Cambodia -Enterprise, Commercial and SMB)

Be responsible for and drive the assigned territories/segment renewal successful via partners/managed partners/distributors.

Take the sales lead on the assigned renewal opportunity and deliver on the sales quota

Collaborate closely with internal/external parties including channel partners/distributors to drive higher renewal retention rate

Interface with distributors and key resellers for regular funnel and ensure accurate run rate forecasting

Build and maintain relationships with the all tiers of our reseller channel/sole distributor

Address customer and partner queries and resolve any concern or problems; interact with other company department as necessary

Exercise judgment within defined procedures and practices to determine appropriate action CISCO SYSTEM COMPANY

Hangzhou, CN 01/2010 – 02/2012

Viet Nam Senior Channel Sales Specialist (based in Hangzhou, China-Overseas job)

Assist the CAM (Channel Account Manager) in developing and retaining the relationship with the focus partners and drive the sale target.

Handle and resolve all requirements from the VARs regarding certification, specialization, incentive programs, products, booking, rebates, online tools.

Assist to Program Manager in training the online tools to partners via phone, web ex.

Be responsible and proactive to follow up the key accounts including certification & specialization, rebates, payments and provide the highest support to partners increasing profitability

Conduct regular business reviews with customer & distributor to assist make accurate funnel, forecasting decisions & recovery plan.

Plans customer calls and visits to provide the appropriate level of service to the focus partners

Being a single contact point to help VARs communicating with the internal teams AMERICAN INTERNATIONAL ASSURANCE COMPANY (AIG VIET NAM) Saigon, VN 04/2006 – 12/2009

Customer Service Specialist (Complaint Handling and Improvement)

Handle and resolve all enquires and complaints from customers and agents by issuing the qualified letter, especially finding the root of complains and recommendation the reasonable solution to provide the best service to customers.

Be responsible for checking and reviewing the validity of content letters before issuing letters without any errors within 2 working days

Prepare the main reports of all complaints to evaluate the quality of service in the end of month

(log COM, lapsed report, conservation report, IVR report).

Be responsible to organize the care activities such as sending birthday card to the VIP customers, Christmas gifts, ...

Conduct the audit program to collect the feedback from customers, from that to suggest the measures for improvement.

Handle all customer requests and questions regarding to company products and policy information. Keeping ahead of developments in customer service by cooperating with relevant department. Support effectively branches (counter service) and Rep Offices / Gatos in handling customer’s inquiries.

Support Compliance Department in front-end investigation to agent’s malpractice

/misappropriation. Suggesting and developing customer service policies and standards for department / company.

Communicate courteously with customers by face-to-face, e-mail, and telephone. Investigating and solving customers' problems.

Provide friendly and responsive customer service with accuracy information and good service to meet the needs of customers and agents. All transactions are processed according to the procedures and policies. No audit comment.

Ensure proper documentation and records are prepared and kept and maintained up to date rules and guidelines for case processing.


Saigon, VN 09/2002– 04/2006

Personal Assistant

Search the new suppliers and follow up the P/O with foreign suppliers.

Mainly handles to open L/C and making international payments in comply with bank’s procedure and contract signed.

Follow up the imported goods and solving the relevant problems quickly to make sure the goods shipped on time.

Provide the high support to Project Team from biding preparation till project awarded

Assist to GM to prepare all legal documents for the project assigned.

Handle all administrative works including arranging meeting, business trip schedule, appointments, drawing up contracts, all correspondents and keeping file

Be responsible for travel requirements such as visa, passport, accommodation, ticket and transportation.

Supporting administrative works in other sections and assisting the Manager in related issues as requested.


Skills: Microsoft Office, Internet; Database; CRM (Saleforces, Epic), Multitask, Typing - 60 wpm Language: Vietnamese; English

Certification: Life & Health License

LOMA 280 & LOMA 290, ACS 100, PCS, LOMA 310, LOMA 32

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