Customer Service Sales

[pic] CURRICULUM VITAE

PERSONAL DATA

Full name: TA PHUONG THAO Gender: Female

Date of birth: Aug 12th, 1987

University: Banking University HCM

City Viet Nam

Time of graduation: 2009

Residential address: 2645 Harmony Homes, Scendejas Street, Malak,

Manila

Contact number: 091*-****-***

Email address: *************@*****.***

Skype:

thaota100

CAREER WISH

Take part in some training courses to sharpen my soft skills which is

necessary for my career

Besides mastering my main work, I always try to learn more about other

fields related to my job. This self-training not only supports me to

finish the assigned task on time and effectively but also build up a good

platform for me to get promotion easily to be a manager in the future.

Get a master degree to reinforce my level in management position

Always foster hopes for success

EDUCATION AND TRAINING

Bachelor's Degree at Banking University HCM City, Viet Nam

2. English certificate Issuance time of Overall scores

certificates

TOEIC 02 / 07 / 2009 610

3. Computer literacy: excellent of

MS Word Power Point MS Excel

4. Other training courses:

Course title From - To Organiser My purpose to attend this course

Public Speaking 01/07/07 - Woman To gain more confidence and

Skill 30/08/07 Cultural improve my public skill which is

House very important for me to work in

the working environment.

Customer Jul 2011 HSBC Bank

service To enhance customer service at

workshop higher level

From time to HSBC Bank

Soft skills and time

product To improve multi-tasks for myself

training PACE -

Sep 2012 Institute

Effective of To practice communication skill

communication Leadership effectively and efficiently

training &

Management

WORKING ACHIVEMENT

Receiving reward for best customer service certificate at HSBC in 2010

(across Viet Nam)

Outstanding rating with excellent performance in 2011

Being promoted to Senior Banking Staff in 2012

Consecutive 3-month award for excellent sales performance from Apr to

June 2014 (achieving and exceeding sales target)

WORKING EXPERIENCE

My working experience (full time and internships):

From - To Company Position

11/2013 - now

HSBC Bank Viet Nam

Mobiles Sales Officer

Job Description:

Responsible for sales taget of all retail banking products such as home

loan, car loan, personal loan, credit card, accounts

Delivering excellence in sales performance: dedicating to consistently

meet and exceed sales targets and discipline on daily individual sales

activities by approaching customers, prospecting, cold calls, conducting

company presentation and tea break, proactively running sales

activities/campaign.

Providing true customer's feedback to improve process and services, taking

part in other internal/external training requirements to have a depth

product knowledge and skill sets

Committing for high sales quality standard by adhering to regional sales

quality, HSBC Global Standard, HSBC value, Group Compliance Policy to

minimize operational risk

Being strictly compliant with Audit requirements, internal guidelines, and

government banking regulations

Handling customer's complaints (if any) properly and promptly and ensuring

having no operational mistakes that lead to financial loss to customers

and the Bank

Meeting the aspired "zero tolerance QaS (Quality as Standard) for all

applications submitted

Getting information relating to market trends, competitive landscape

Mentoring new hires to train products, systems, and share best practices

11/2012 - 11/2013

HSBC Bank Viet Nam

Mobiles Sales Support Officer

Job Description:

Manage and control the whole sales process and procedure of Mobile Sales

Team about all products for retail banking such as home loan, car loan,

personal loan, credit card, pay-roll company, accounts

Assist sales to fulfill the target of the team.

Record and maintain customer database

Ensure QaS (Quality as standard) rate as low as possible (assure ratio <

3%) to make sales application more sufficiently, which can bring the

better result.

Checking sales applications and customer informations to assure that sales

staff is doing the rigt thing, discipline to Global Standard and HSBC

policy, HSBC value.

06/2010 - 11/2012 HSBC Bank Viet Nam Third Party Sales Management

Job Description:

- Being a sales representative for the whole selling process for Third

Party Sales Managements (TPSAs) to ensure TPSAs hit the sales target agreed

between HSBC and TPSAs for Credit Cards and Personal Loans.

- Providing statistical reports & analysis of the sales performance

tracking for TPSAs and Telesales to monitor the sales progress and

movement. My weekly report and activities have been done well that can push

sales staff to achieve their assigned targets and maintain TPSAs and

Telesales on the growth trend.

- Reporting the conversion rate on Telesales data bases and cross-sell

skill of sales staff as well as performance indicators for sales

individuals.

- Being a controller to ensure TPSAs channel deliver a high quality of

service complied with HSBC standards such as checking sales records,

potential fraudulent applications from sales staff or customers.

- Being a mentor of new joiners (training products, customer services,

procedure and compliance of company to the new joiner, delegating tasks to

them, managing to ensure the continuous improvement of ongoing learning and

growth skills for the team)

- Working with outside and inside third parties to get a better result for

the Telesales team and TPSAs.

- Face to face with customers at disbursement process to verify original

document and to complete the loan product and advise customers to

withdraw/transfer from loan account as well as cross-selling bank product

based on customer's needs.

- Controlling and verifying TPSAs documents to minimize the fraudulent

documents caused by sales or customers.

- Handling customer complaints to ensure the good customer service level

from company standard.

- Advising sales to get documents flexibly and sufficiently, giving sales

confirmation for document submission through verifying applications:

ensuring the qualification of applications, QaS

- Updating procedure of HSBC, creating slide, drawing workflow for the team

to be compliant with company requirement as well as being coordinator for

some projects from the bank.

01/2010 - 06/2010 HSBC Bank Viet Nam Telesales Officer

Job Description:

- Approaching customers to dig deeper their needs and provide excellent

services as well as the bank's product, credit card and personal loan.

- Hit the assigned target and even stretch target monthly.

- Following and keep the relationship with new customers, potential

customers, and existing customers with standardized and professional model

to give the best experience to customers.

08/2009 - 01/2010 HSBC Bank Viet Nam Internship

Job Description:

- A contact point to follow up with Third Party Sales Agent to complete

required documents through underwriting by other departments.

- Do advise customers to complete account opening form, original sighted on

documents for disbursement of Personal Instalment Loan that customers

submit so that I can be at some confident level to get customer understand

products & all Terms & Conditions.

MY STRENGTHS AND WEAKNESS

My strengths:

Agility: I am able to easily adapt myself to new environments and also

open-minded to think and move quickly.

Innovation: I am creative to come up with new ideas and solve problems in

different ways.

Can-do spirit: with every problem, I still believe that there will be at

least one solution to it and always put aside the limitations and try my

best to think out the solution.

Passion for winning: I am very passionate, committed and sometimes

aggressive on what I am interested in. I pursue and work dedicatedly to

achieve my goals. I am willing to face all challenges and take risk to get

the expected outcome.

Commitment: Highly being responsible for the job not including my own

benefits.

My weaknesses:

Perfectionist: Sometimes I expect to do everything perfectly so I put a lot

of pressure on myself and my subordinates.

Workaholic: Sometimes I am not really good at balancing work and life and

refreshing myself.

REFERENCE CONTACT

( Mr. LE DINH HAI

Transaction Office Manager - HSBC Bank Viet Nam

Email: *********@****.***.**

Tel: 093*-***-***

(Ms. LUU THI YEN CHI

Senior Mobile Sales Support Officer - Retail Banking and Wealth Management

HSBC Bank Viet Nam

Email: **********@****.***.**

Tel: 093*-***-***

Contact this candidate