Hoang Cac Phuong
HCMC
Summary
A dedicated and highly empathetic Senior Client Service Manager specialising in managing high-stakes complaints for High-Net-Worth (VIP) clients. Possesses exceptional communication, root-cause analysis, and conflict resolution skills. Proven ability to maintain a calm demeanour and utmost professionalism under intense pressure to protect corporate reputation and drive premium customer retention.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Client Service Manager
Standard Chartered Bank Vietnam
11.2017 - Current
- Assisting customers with in-store and online transactions, supporting Relationship Managers (RMs) in reviewing records and handling related issues.
- Coordinating with relevant departments to resolve customer complaints, etc.
Branch Sales and Service Executive
Standard Chartered Bank Vietnam
05.2017 - 10.2017
- Drove client enrollment, brand representation, and direct branch accounts acquisition while delivering standardized banking client solutions in alignment with compliance metrics.
Teller
HDBank
06.2016 - 03.2017
- Processed over-the-counter financial transactions efficiently, minimising errors.
- Guided clients in selecting customised savings products while maintaining daily regulatory reconciliation.
Education
Bachelor of Business Administration -
Posts and Telecommunications Institute of Technology
HCMC01-2016
Graduation classified -
Gia Dinh High School
HCMC01-2012
Skills
- Customer retention strategies
- VIP Complaint Handling
- Conflict Resolution
- Negotiation expertise
- Analytical Thinking
- Data analysis
- Work organisation
- Team Collaboration
- Pressure Performance
- Active Listening
- Emotional Intelligence
- Negotiation expertise
Certification
Computer Skills Course, University of Science, Level B - Good
Accomplishments
- Scientific Research evaluated as Excellent (8.5 points)
- Academic Scholarships awarded in 2015 & 2016
Custom
Helping people & social services
Timeline
Client Service Manager
Standard Chartered Bank Vietnam
11.2017 - Current
Branch Sales and Service Executive
Standard Chartered Bank Vietnam
05.2017 - 10.2017
Teller
HDBank
06.2016 - 03.2017
Bachelor of Business Administration -
Posts and Telecommunications Institute of Technology
Graduation classified -
Gia Dinh High School