Dong Hue Tam
Hà Nội,HN
Summary
Results-driven sales and marketing professional with 20+ years of experience in direct sales and customer service. Extensive background in managing diverse teams and departments, including Human Resources and Finance, leading to improved operational efficiency. Focused on achieving significant revenue growth and fostering a culture of excellence within organizations. Strong technical skills complement a commitment to ongoing professional development and industry awareness.
Overview
21
21
years of professional experience
Work History
Global Marketing Director
Novaon Digital
06.2024 - Current
- Created global marketing networks and comprehensive strategies to boost brand recognition.
- Designed marketing strategies informed by field research and communicated insights to management.
- Managed staffing, training, and evaluations to strengthen marketing program outcomes.
- Formulated product positioning, packaging, and pricing to achieve maximum market share.
- Conducted competitor analysis to inform marketing decisions and strategies.
- Collaborated with finance teams to prepare accurate campaign budgets.
- Secured favorable pricing through vendor negotiations for efficient product distribution.
- Advised on policy modifications to enhance marketing approaches and effectiveness.
Head of Customer Services
Bamboo Airways
06.2021 - 07.2024
- Oversaw strategic planning and execution of 24/7 Services Support Center operations worldwide.
- Assisted staff in resolving intricate customer issues while implementing effective solutions.
- Cultivated strong relationships with stakeholders to maintain a collaborative work atmosphere.
- Rolled out operational enhancements that significantly improved customer service delivery.
- Facilitated team engagement across departments to meet organizational goals effectively.
- Monitored contact center operations, prioritizing process improvements and achievement of KPIs.
- Analyzed existing business processes, recommending adjustments for operational performance gains.
- Engaged with IT teams on projects related to call platform upgrades and priorities.
Sales Director / CEO
Novaon E-Commerce
04.2019 - 06.2021
- Developed business strategies for e-commerce solutions and ad-tech applications for clients.
- Created annual business plans, including budgeting, and ensured successful implementation.
- Managed business operations within assigned department to drive efficiency and growth.
- Analyzed market trends and customer feedback to craft tailored solutions.
- Identified and cultivated new customer relationships to expand client base.
- Maintained close relationships with corporate customers through dedicated care plans.
- Recruited, trained, and developed business staff to enhance team capabilities.
- Achieved 260% revenue growth from June 2019 to May 2021, recognized in Top 10 FAST500 2020.
Sales Director
Alma Vietnam
09.2014 - 05.2019
- Directed and managed 15+ sales departments and over 100 Holiday Property Consultants in North.
- Oversaw sales event operations with a team of more than 20 Event Specialists.
- Generated monthly average net revenue of 13.5 billion VND for each branch.
Senior Sales Manager
Alma Vietnam
09.2014 - 07.2018
- Oversaw 15+ Holiday Ownership Consultants to drive sales effectiveness and team cohesion.
- Assisted in training new Sales Managers and Specialists under guidance of President.
- Achieved distinction as top three Sales Manager nationwide in 2015.
- Honored as top three Contract Manager nationwide in 2016.
- Awarded Best Trainer for excellence in developing sales talent.
- Implemented training initiatives to enhance team skills and performance.
- Designed comprehensive training modules for onboarding new hires.
- Cultivated an environment focused on achieving sales targets and professional growth.
Program Manager
Accor Advantage Plus Vietnam
04.2011 - 10.2012
- Developed achievable daily, weekly, and monthly sales targets in alignment with annual budgets.
- Implemented employee Sales Action Plans to facilitate target achievement through fair talent development.
- Collected and distributed comprehensive sales support information for informed decision-making.
- Oversaw recruitment based on budgetary constraints, fostering growth of an Assistant Program Manager/Sales Trainer each year.
- Managed office operations across support departments, ensuring smooth functionality.
- Promoted success standards through transparent communication and realistic team goal-setting.
- Built essential relationships internally and externally to enhance business performance.
- Led recruitment and training efforts to cultivate high-performing program teams.
Project Manager
Teleperformance Vietnam
05.2010 - 12.2010
- Maintained performance metrics standards across all areas by adhering to procedural guidelines.
- Facilitated client communications for program administration and policy implementation.
- Oversaw daily operations management to ensure efficiency and productivity benchmarks were met.
- Participated in client meetings to review program performance against key metrics.
- Delivered presentations on program performance during client visits; escalated significant issues when required.
- Conducted daily monitoring of performance metrics to ensure compliance with standards.
- Addressed operational issues swiftly by collating feedback from stakeholders.
- Generated comprehensive operational reports for clients on a daily, weekly, and monthly basis.
Asst. Call Center Manager
Teleperformance Vietnam
01.2007 - 04.2010
- Supervised Supervisors and Team Leaders to ensure effective service delivery on the floor.
- Conducted performance appraisals for Supervisors, Team Leaders, and Customer Service Representatives.
- Engaged workforce in executing staffing plans, ensuring schedule compliance and adequate coverage.
- Reviewed and evaluated floor schedules to optimize operational efficiency.
- Made real-time decisions to address service issues and resource demands on the floor.
- Monitored performance metrics including queues, response times, and handling times.
- Ensured Team Leaders and CSRs achieved team targets through direct oversight.
- Collaborated with QA team to implement quality assurance processes effectively.
Education
Diploma - Business Administration & Hospitality
Shelton College International
Singapore01.2006
Bachelor - Business Administration
Hanoi University of Technology
01.2005
Skills
- Customer service excellence
- E-commerce strategy
- Global market expansion
- Social media marketing
- Client relationship management
- Leadership skills
- Decision-making ability
- Problem-solving skills
- Quick learning ability
- Project management expertise
- Strategic planning skills
- Contract negotiation expertise
- Cost management skills
- Proposal development skills
- Training and mentoring abilities
- Client engagement strategies
- Metric tracking proficiency
- Quality assurance standards
- Call center operations management
- Microsoft Office proficiency (Outlook, Word, Excel)
- CRM or ERP software proficiency
- Cross-functional coordination skills
- Scope management expertise
- Budgeting and forecasting skills
- Conflict management skills
Languages
English
Vietnamese
References
- Mr. Ricardo Simbol, Technical & Operations Director Vietnam, Teleperformance Vietnam, rsimbol@yahoo.com, Tam has continued to show great technical and product knowledge during her work which has helped improved her analytical thinking and in some situations, she provides answers to ongoing issues. Tam has continued to work well with different teams from both internal and external to Teleperformance. She has confidence on working with people but will need to further improve that within her team.
- Ms. Dang Diem Hang, Call Centre Director, Bao Viet Insurance, 0923662020
- Ms. Pauline Mangune, Chief Operating Officer, Teleperformance Vietnam, 2 Chua Boc Street, Hà Nội, Hà Nội, 0926881788, pauline.mangune@teleperformance.com
- Ms. Le Thi Kim, Chief of Human Resources, Manpower Vietnam, kimthile@gmail.com
- Ms. Jayne Brown, Operations Director (Vietnam, Thailand, Philippines), Accor Advantage Plus Asia Pacific, jayneb@advantageplus.com.au
- Ms. Vu Thi Lan Anh, Human Resources Director, Alma Vietnam, liahvu@gmail.com
- Mr. David Liebel, President, Alma Vietnam
- Mr. Nguyen Minh Quy, Founder & Chairman, Novaon Group, Ceo@novaon.asia
Hobbies and Interests
- Newspapers
- Novels
- Music
- Movies
- Playing table tennis
- Travelling
- Children Charity member
Capabilities
Very good customer service skill, Communication skills, Client Relationship, Driven & Results oriented, Leadership orientation, Decision making skill, Strong problem solving skill, Good at desktop applications: Microsoft Office, Internet…, Proactive, Responsible, Honest, friendly, self-motivated, Good team-work, Work well under high-pressure conditions, Able to learn quickly
Personal Information
- Health Status: Good (1.66m - 60kg)
- Date of Birth: 10/02/83
- Gender: Female
- Marital Status: Married
- Place of Birth: Hanoi
Timeline
Global Marketing Director
Novaon Digital
06.2024 - Current
Head of Customer Services
Bamboo Airways
06.2021 - 07.2024
Sales Director / CEO
Novaon E-Commerce
04.2019 - 06.2021
Sales Director
Alma Vietnam
09.2014 - 05.2019
Senior Sales Manager
Alma Vietnam
09.2014 - 07.2018
Program Manager
Accor Advantage Plus Vietnam
04.2011 - 10.2012
Project Manager
Teleperformance Vietnam
05.2010 - 12.2010
Asst. Call Center Manager
Teleperformance Vietnam
01.2007 - 04.2010
Diploma - Business Administration & Hospitality
Shelton College International
Bachelor - Business Administration
Hanoi University of Technology
Similar Profiles
Sneha UgaleSneha Ugale
IT Process Analyst – Office 365 Admin & Asset/Inve at Digital Track Solution – Client: Tata DigitalIT Process Analyst – Office 365 Admin & Asset/Inve at Digital Track Solution – Client: Tata Digital
Narmin MansurovaNarmin Mansurova
Head of Organizational Development and Business Partnering at Innovation and Digital Development Agency under the Ministry of Digital Development and TransportHead of Organizational Development and Business Partnering at Innovation and Digital Development Agency under the Ministry of Digital Development and Transport
Budi SantosoBudi Santoso
Head of Customer Engagement at PT GTECH Digital Asia (Now PT MAPCLUB Digital Asia)Head of Customer Engagement at PT GTECH Digital Asia (Now PT MAPCLUB Digital Asia)
Tuan Pham MinhTuan Pham Minh
Giám đốc Nhân sự/ Giám đốc phát triển tổ chức. at TẬP ĐOÀN (TCG)/ DOANH NGHIỆP KINH DOANH BẤT ĐỘNG SẢN CÔNG NGHIỆPGiám đốc Nhân sự/ Giám đốc phát triển tổ chức. at TẬP ĐOÀN (TCG)/ DOANH NGHIỆP KINH DOANH BẤT ĐỘNG SẢN CÔNG NGHIỆP
Hải Phong HồHải Phong Hồ
Marketing Executive at Hustle MotivatorMarketing Executive at Hustle Motivator