Customer Service Manager Nguyen Hanh | ứng viên tìm việc Chăm sóc khách hàng tại Hồ Chí Minh

Tên trường: HCMC ECONOMICS UNIVERSITY

Giai đoạn: 2008 -2011

Tên khoa: B. A

Địa chỉ: Hồ Chí Minh

Ghi chú học tập: B.A Degree of Foreign trade

Tên trường: HCMC UNIVERSITY OF TECHNOLOGY

Giai đoạn: 2002 -2005

Tên khoa: B. A

Địa chỉ: Hồ Chí Minh

Ghi chú học tập: B.A Degree of Chemical Engineering

Tổ chức: GANNON VIET NAM

Giai đoạn: Jan 2010 -Jan 2013

Hình thức làm việc:

Chuyên môn: GANNON VIET NAM Head of Customer Service Dept Main Duties: • Overall management of the customer service’s daily activities. • Manage tender team • Working as Key Account Manager for pharma principal • Cooperate with other related departments to ensure the efficient and effective functioning of Customer Service department • Manage order processing and handling customer enquiries/ complaints. • Implement selling policies, service offers effectively. • Providing accurate and timely reports as requested by the Director. • Promote a culture of continuous improvement within the Customer Service department, achieve zero errors and enhance customer satisfaction both internally and externally. • Manage performance of Customer Service Team • Finish KPI & scorecard report Achievement: • Join in project of establish pharm adept in chemical company • To successful establish Customer Service Dept • Set up Call Center with toll free number to serve customer calling to customer service dept easier and more comfortable • Educated customer to contact with Customer Service Dept more frequently instead of they only knew Sale rep as before • Successful with CRM program to perform telesales task

Tổ chức: VIETNAM EXIMBANK/BINH DUONG BRANCH

Giai đoạn: Jun 2007 -Dec 2009

Hình thức làm việc:

Chuyên môn: VIETNAM EXIMBANK/ BINH DUONG BRANCH Customer Service Manager Main Duties: • Manage 05 staffs and report to Vice Director • Import - Export Settlements (L/C, D/P, TT) • Deposit: payment deposit, time deposit • Gold Trading • Money remittance: domestic remittance, Outward remittance by TTR mode, Outward remittance from VietNam • Payroll service • Financial services for overseas study • Manage current customer and marketing to develop new customer • Manage relationship with customer • Handle all enquiries and complaint from customer • Submit to management some reports: sales report, new customer report, complaint report. Achievement: • To successful develop customer for Binh Duong branch after it is established • Revenue of Import-export settlement service were increased more than 50% after 06 months • Performed some marketting activity sucessfully

Tổ chức: DIETHELM VIETNAM CO., LTD

Giai đoạn: Dec 2002 -Jun 2007

Hình thức làm việc:

Chuyên môn: DIETHELM VIETNAM CO., LTD Front Line Customer Care Manager Main Duties: • Receive and processing purchase order: • To manage, process daily purchase order and follow up until full delivery to customer • Check credit limit, overdue invoice, check customers information, payment tracking & collection before issuing invoice • Ensure prices, customer details, products, schemes for purchase order correctly set in SAP system • Follow scheme in line with system and coordinate with other department to minimize manual tracking Consultant role: • To play a consultant role for customer via Call Centre system, website or email • Updating customer database on SAP system • Follow up the requirement of customer as good result and timely Handle enquiries and complaint: • Receive enquiries and complaint from customer and supplier • Solving enquiries and complaint or pass them to related dept • Follow up enquiries and complaint until they was solved successfully • Feedback result to customer • Perform compensation to customer • Working closely with customer to stock take at least once a year to prevent all losses issue Acting as centre point for supplier and other dept • To coordinate with suppliers to prepare promotion scheme and quotation to send to customer on daily business. • To follow process of incoming shipments and detail of incoming stock • Stock control to product delivery to customer and respective after-sales service • Working with sales and operation team to resolve all customer issue • To be a centre point for connecting all supplier and logistic related inquiries and concern including samples, credit note, damaged good, promotion scheme, available stock, delivery good • Keeping damaged product and report by account to review the hire rate a yearly basis • Bi- annually organize internal meeting on customer service awareness with other department Action supervisory role: • Managing customer care team to work closely with customers to process the accuracy purchase order • To follow performance of customer care agents • Handle enquiries and complaint from customer and supplier Consultant role • Handle enquiries and complaint from customer and supplier • Control Call centre system to make sure it running well • Perform CRM program: SMS, website, email, gift, telephone, Bi-annually perform customer survey • On time highlight issue related customer services and SAP system to management for finding solution Marketing activity: • Tele-marketing by outcall to customer on daily basic • Perform sticker to introduce Customer Care center to customers • Perform customer survey • To find out about competitor policy to develop current policy of company Report: • Manage, checking, follow trade return order and make analysys report about this • To analyze and submit reports for management • To submit Call Centre reports for management Achievement: • To successful expand Customer Care Dept from 03 members to 25 members (included front line & back office) as currently • Set up Call Center with toll free number to serve customer calling to customer care dept easier and more comfortable • Educated customer to contact with Customer Care Dept more frequently instead of they only knew Sale rep as before • Performed successfully CRM program i. e sending SMS to customer, coordinating with IT to set up website with fully information about product & scheme, bi-annualy perform customer survey to have closing relationship with customer, ….. • Be promoted from Customer Care Coordinator after 1.5 year of working • Well managed to achieve percentage of trade return as 1.5% - 2% compared with KPI as 5% • Managed to achieved 3 – 5% overdue vs. 10% as target ( almost overdue belong to state hospital) • Solved many difficult complaint and made customer / supplier satisfy