Customer Service Manager

WORK EXPERIENCE

Nguyen Khac Phu SENIOR CUSTOMER SERVICE OFFICER

April 05, 1991 Male

+849******** *********@*****.***

Ho Chi Minh City, Vietnam

NOV 2016 - Present

HELLO ENGLISH CENTER – HO CHI MINH CITY

Main responsibilities:

• Managing the overall operation, and day by day activities of the center.

• Maintaining a positive, empathetic and professional attitude toward customers at all times;

• Responding promptly to customer inquiries by

communicating with customers through various channels

(email, phone, live chat);

• Resolving problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution;

• Planning, evaluating, and improving the efficiency of marketing plans;

• Nurturing long term relationships and build trust to maximize referrals and renewals;

SENIOR CUSTOMER SUPPORT

OPERATOR

SEP 2014 - SEP 2016

OFFICIENCE CO., LTD. – HO CHI MINH CITY

Main responsibilities:

• Interacting with customers to process and provide information in response to inquiries, requests and concerns about client's services;

• Handling customer complaints, investigating and using appropriate complaint resolutions;

• Working with other members of the team to meet individual and collective goals for high productivity, low customer dissatisfaction rate, low total ticket resolution time, and appropriate first response time.

• Being involved in staff recruitment and appraisals;

• Creating and updating training materials/resources for new CSOs

• Training new staff to deliver a high standard of customer service;

CUSTOMER SERVICE EXECUTIVE

JULY 2012 - JULY 2014

ALPHA VISION DIGITAL MARKETING – HO CHI MINH CITY

Main responsibilities:

• Providing help and advice to English speaking customers HEAD OF CUSTOMER SERVICE REP.

SKILLS CERTIFICATIONS

EDUCATION

ACTIVITIES

using the company’s products/services via live chat, phone, and email;

• Handling customer complaints, investigating and using appropriate complaint resolutions;

• Translating manual guide, technical documents, marketing campaigns from English to Vietnamese and vice versa. MAJOR: ENGLISH LINGUISTICS AND

LITERATURE

2012 - 2014

UNIVERSITY OF SOCIAL SCIENCES AND HUMANITIES

Ho Chi Minh City

MAJOR: BUSINESS ENGLISH

2009 - 2012

COLLEGE OF FOREIGN ECONOMIC RELATIONS

Ho Chi Minh City

HO CHI MINH CITY

2011 - 2012

VOLUNTEER FOR PEACE VIETNAM

• Helping foreign volunteers teaching English for children who are disadvantaged

• Teaching Vietnamese for foreign volunteers

• Taking care of disabled children

• Taking part in Community development projects

Customer Service

Communication

Coaching

Negotiation

Problem Solving

Teamwork

Internet & Technology

TOEIC Certificate with score 955 issued by ETS

2017

International Business Administration and Foreign

Trade Certificate - University of Economics Ho Chi Minh City

2012

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