HAN TRAN PHUOC
Da Nang,DN
Summary
Accommodating Customer Support Officer with 9 years of experience delivering solid customer care while enhancing relations. Strong interpersonal skills with talents for relating and empathizing with individuals of varying personalities and walks of life. Proficient in numerous computer applications. Highly motivated and driven to achieve set goals and targets.
Achievement:
Excellent employee Reward (2017 ,2020)
Impressive award for contributing to complete the customer care handbook (2024)
Overview
11
11
years of professional experience
Work History
Senior Customer Support Officer
MobiFone Corporation
10.2015 - Current
- Improved customer satisfaction rates by promptly addressing and resolving complex support inquiries.
- Organized training sessions for new hires, ensuring they were equipped with necessary knowledge and resources.
- Reduced response times, implementing effective communication strategies for handling customer concerns.
- Enhanced team productivity by mentoring junior support staff and sharing best practices.
- Boosted customer loyalty with empathetic listening skills and personalized solutions to their problems.
- Maintained detailed records of all customer interactions, allowing for seamless follow-up on unresolved issues.
- Collaborated with other departments to address recurring technical issues and improve system functionality.
- Established rapport with customers through effective communication techniques and genuine interest in their needs.
- Conducted surveys to determine customer opinion of products and services.
- Identified trends in customer feedback, working closely with product development teams to implement improvements.
QA Tester
Gameloft Studio DaNang
02.2013 - 09.2015
- Managed bug tracking systems efficiently, ensuring all issues were logged, prioritized, and resolved in a timely manner.
- Provided timely feedback to developers on identified issues, enabling rapid resolution of bugs before launch deadlines.
- Developed detailed test cases based on business requirements documents, ensuring accurate coverage of all functionalities under review.
- Analyzed performance data from load tests, providing recommendations for optimizing system performance and scalability.
- Supported post-release activities including troubleshooting customer-reported issues and coordinating with the development team for quick resolutions.
Education
Bachelor of Engineering Technology - Electrical, Electronics And Communications Engineering
Dong A University
Da Nang - Viet Nam02.2014
Skills
- Feedback collection
- Complaint Handling
- Task Delegation
- CRM software expertise
- Complaint resolution
- Teamwork and Collaboration
- Problem-Solving
- Attention to Detail
- Active Listening
- Friendly and Patient
- Issue and Resolution Tracking
- Error Detection
- Work Under High Pressure
Languages
Vietnamese
Native language
English
Advanced
C1
Timeline
Senior Customer Support Officer
MobiFone Corporation
10.2015 - Current
QA Tester
Gameloft Studio DaNang
02.2013 - 09.2015
Bachelor of Engineering Technology - Electrical, Electronics And Communications Engineering
Dong A University
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