Customer Service Management

NHA THANH NGUYEN

Phu Nhuan Dist., Hochiminh City

Mobile: 0985.806.576

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

PROFILE

Data specialist: Building system information which is used to process and analyze data for various purposes.

Customer services officer: design customer experience management model– customers can feel that they were nurtured anytime, anywhere.

EXPERIENCES

February 2012 – September 2015

Data specialist – Prudential Vietnam Assurance Private Limited

Handling maturity recapture activities, responsibilities include:

-Handling the maturity assignment process that assigning Maturing customer to Maturity Specialist – MAS to contact and support customers to conduct all maturity procedures.

-Processing all relevant maturity data for various purpose including generating reports and statistics frequently and projects, analyzing performance, running campaigns and incentive.

-Providing various data reports and developing statistical reports for business operation management.

-Assisting other departments and branches in campaigns, project deployment and maturity process. (Including: IT, BIU, Branch Management, Policy Service…):

Cooperating with other departments and branches in deploying Lead Auto Assignment program.

MAS’ enhancement in order to raises the MAS’ quantity and quality to adapt the larger and larger number of maturing customer.

Monitoring the processes in relation to maturity after assignment process finished.

Contributing incentive plans to raise sales particularly from maturing customers.

Customer service duties include:

-Running the pre mature visiting and caring program, communicating to agents and customers.

-Implementing incentives promotions related to maturity for agents and customers.

-Supporting data and preparing logistics for activities such as campaigns, promotions, Customer GP, agents’ contest.

-Contacting customers to verify conservations: Clarifying information, recording customers’ complaints, requests, queries and delivering to relevant departments.

December 2010 – January 2012: Office Management & System specialist - VXG Group Ltd.

System information:

-Communicating and proceeding inquiries from clients.

-Monitoring and analyzing clients’ database.

-Designing and building applications to access and deploy database for their operations.

Administration:

-Human resource: Responsible for recruitment including reviewing resume, contacting candidates and scheduling interview appointment with candidates.

-Office management: contacting suppliers for services and products; filing, printing, scanning, faxing paper work; handling taxation activities; personal assistant.

-Customer services:

Daily updating news on company’s website.

Liaising with partners and clients,

Handling queries from clients.

EDUCATION AND TRAINING

2014 – 2015: Certificate FCMA Level 1: Insurance fundamentals – Life Office Management Association (LOMA)

2007 – 2009: Bachelor of engineer – Information system

Ho Chi Minh City University of Technology

2002 – 2005: Diploma of information technology & management

College of Technology Information and Management

SKILLS

-Computer skills: Microsoft Office

Microsoft Excel for analyzing data and generating reports and statistics (including number and chart).

Microsoft Access (Including Database and Visual Basic Access): Designing and building database in accordance to company’s ERP, building applications serving business activities.

Microsoft Word.

Microsoft Power point: Preparing slides for meetings.

Microsoft outlook:

-Teamwork, multitask, accurate, problem solving, working under pressure, processing and analyzing data.

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