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Customer Service Project Manager

Hanoi, Vietnam
November 01, 2018

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No *, Alley ***, Kham Thien, Dong Da District, Ha Noi, Viet Nam

DOB: 31/10/1989

Tel: 008*-*********

Email:; skype: thuy_vungoc

I am bilingual student with excellent presentation, written skills, and am very reliable, consistent and organized with my work. A highly dedicated, organized master student with 06 years of experience working in competitive commercial environments. An effective communicator, skilled making complex negotiations requiring an eye for details. I have an intense passion for working with international customers which, combined with the skills I have gained throughout my academic and work experience history will allow me to succeed in any business sector.

My competencies:

Communication: Effectively transfers information and expresses ideas to individuals or groups in oral and written form.

Problem-Solving: Identifies and reports problems in a timely manner. Explores alternative solutions with manager and team members and participates in the problem-solving process in group situations. Team Work: Promotes and facilitates coordination and cooperation among peer’s individual contributor that balances team and individual responsibilities with deference to corporate priorities. Adaptability: Manages competing demands and adapts to frequent changes, delays, and unexpected results. Work history:

Jan 2018 – now: Amber Academy

E-Learning Project manager

HR recruitment executive

Responsibilities included:

E-Learning Project manager:

• Coordinating internal resources and vendors for the flawless execution of projects

• Ensuring that all projects are delivered on-time, within scope and within budget through Trello, Office applications, etc.)

• Work on end-to-end Biz Ed team operational processes and handle escalations by providing business solutions

• Report on the status of ongoing projects

• Operating B2B LMS – learning management system, planning operation and support B2B customers who are Korean companies in Vietnam such as Samsung, LG, CJ, etc.

• Support all customers with their enquiries about Amber Academy educational services. HR recruitment executive

• Recruiting, selecting, orienting, and training employees.

• Maintains human resource staff job results by counseling and disciplining employees; planning, monitoring, and appraising job results.

June 2017- Jan 2018: VDC-Net2e (Vietnam)

E-learning team leader

Responsibilities included:

I am working with smart, and passionate people to deliver results that have a direct impact on the company’s bottom line. The company provides me with challenges to grow, excel, and lead alongside the brightest talent in the industry and be rewarded for my achievements. I am motivated by a fast paced, high volume, deadline driven environment

• Creating and analyzing reports for various functions familiarity with the operations of online learning system.

• Manage and develop client relationships

• Effectively manage and interpret client feedback

• Monitor progress against plan, anticipate issues, adjust, traffic work, and resolve shortfalls

• Operating B2C system, support B2C and B2C customers through web chat and emails.

• Support use of Camtasia, performs a full range of functions associated with learners online learning including identifying new language course offerings, compliance training, LMS administration Nov 2016 – March 2017: Echo-U (United Kingdom)

Customer service representative

Responsibilities included:

Working in a busy and challenging inbound customer service centre that requires enthusiasm and confidence. Team 1: DPD customer services

• Speaking to customers answering any delivery queries or issues using Salesforce, which requires great skills at problem solving and strive to leave the customer happy each time.

• Providing updated information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail.

Team 2: Active Northumberland

• Interacting with customers to respond to membership queries using Gladstone, booking fitness classes for 14 leisure centers of Active Northumberland campaign.

• Providing excellent customer service at all times in a fast-paced environment.

• Cooperate with leisure centers employees to update information between customer and leisure center through emails, telephones.

July 2014 to Aug 2015 Freelance English/Vietnamese Translator for Middle East Companies (Viet Nam)

Responsibilities include:

• Supporting Middle East clients access Vietnamese labor market, help them complete paper works in Saudi Arabia Royal Embassy in Hanoi.

• Face to face discussion with companies to establish the type of personnel they need.

• Resolving issues arising related to Vietnamese workers regarding conditions within the workplace in Middle East companies.

Dec 2012 to July 2014 Thang Long OSC (Viet Nam)

Foreign Affairs Agent

Responsibilities included:

• Translate company’s documents in English and Vietnamese in both directions.

• Interpreting meeting between managers and international clients as appointed.

• Assisting managers resolving arising problems related to Vietnamese workers within Middle East organizations.

• Teaching English and examining workers according to Middle East companies’ requirements.

• Proceeding appropriate visa for workers.

Nov 2011 to Nov 2012 Vinh Phuc Tourism Import Export Joint Stock Company (Viet Nam)

Linguistic and skills coach

Responsibilities included:

• Teaching potential candidates basic English to communicate at work.

• Translating company’s documents, interpreting as assigned by managers.

• Interpreting meeting between managers and international clients as appointed.

• Providing guidance, comprehensive instruction and support candidate management on various people matters.

• Training potential candidates to prepare them for the assessments to work in Middle East countries. Education and Qualification

Oct 2015 to Sept 2016 University of Sunderland, United Kingdom MSc Human Resource Management

Result: Pass

Modules include:

Learning and Talent Development Human resource in context Leading Managing and Developing People Employee Relation Resourcing and Talent Management Leadership and Management Development Developing Skills for Business leadership

Skills developed:

• Ability to process large amount of data and transfer knowledge from one to another context.

• Ability to learn and set up personal plans independently.

• Effective in gaining commitment from different people to benefit the organisation.

• Ability to communicate to all levels of an organisation Sept 2007 to June 2011: Vietnamese Trade Union University Bachelor degree in Business Administrator

Major: Human Resource Management

Modules included:

Human Resource Management Labor Statistics

Sociology Theory of Finance – Monetary

Basic marketing Psychology management

Dissertation Explored: Evaluate personnel issues within businesses Skills developed:

• Ability to analyze information quickly and use it to make robust decisions.

• Ability to work with a range of people both within and outside of the groups or organisation. Achievements

• 2016: Attained Creativity Certificate by University of Sunderland Successfully conducted Creativity session about creative coaching method at workplace. Awarded Innovation Program Certificate by Global Blackswan.

• 2014: Successfully set up foundation for company’s new market in Saudi Arabia. Additional skills

• Fluent in English and Vietnamese (mother tongue)

• Fully competent with Microsoft Office package including Word, Excel and Power Point, Project, Outlook. Excellent ability to use internet and email.

• Successfully working under pressure to meet the requirements of a highly demanding degree, working full-time and volunteering for Hanoi City Committee of People progressing data for demographic research purpose.

• As the lead name in my student house I manage all household utilities and finances ensuring strict payment deadlines are met.

• IELTS 7.0 (Writing 5.5, Reading 6.5, Speaking 7.0, Listening 8.5). References

Echo-U Ltd.

Newcastle Upon Tyne, United Kingdom

Kym Drady

Senior lecturer at Faculty of Business and Law

University of Sunderland

Sunderland City,

Tyne and Wear

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