HO THANH VAN, NGUYEN
Strategic Leadership In Customer Engagement, Experience, And Loyalty
Ho Chi Minh City
Summary
Dynamic and results-driven professional with over 10 years of experience in customer engagement, operational excellence, and data analytics. Expertise in designing innovative strategies that enhance user experience, optimize operations, and drive business growth. Proven ability to lead cross-functional teams, implement process improvements, and foster strong relationships with stakeholders. Certified in Applied Business Analytics with a demonstrated track record in the insurance, pharmaceutical, and finance sectors.
Overview
20
20
years of professional experience
Work History
Customer Engagement & Loyalty Manager
Ideal Life Consultancy JSC
11.2022 - 07.2023
- Developed and implemented customer engagement strategies, improving retention rates by 15%
- Optimized CRM applications to enhance operational efficiency and customer interaction
- Fostered collaboration across Finance, Data, Product, IT, and Marketing teams
- Delivered insights and progress updates to senior management through comprehensive reports
Operation Excellence Manager
Sun Life Vietnam
09.2021 - 09.2022
- Directed cross-functional projects, achieving 20% cost reductions through process improvements
- Conducted process improvement training for department managers, enhancing productivity
- Led post-implementation reviews to ensure project objectives were met successfully
- Streamlined operations by identifying inefficiencies and implementing process improvements.
- Increased employee engagement through effective communication strategies and transparent management practices.
Customer Experience Manager
Boehringer Ingelheim Animal Health Vietnam
04.2019 - 06.2021
- Designed sales force strategies, aligning with global best practices to improve targeting by 25%
- Implemented incentive schemes, resulting in a 10% increase in sales force productivity
- Delivered training on customer segmentation and sales KPIs to improve team performance
MIS Reporting, Analytics & Distribution Support
Aviva Vietnam
08.2017 - 04.2019
- Designed and evaluated incentive schemes, enhancing distribution channel quality by 18%
- Analyzed performance data and provided actionable insights to stakeholders
- Collaborated across departments to address ad-hoc queries and maintain stakeholder satisfaction
Supervisor, Analytics & Distribution Services
AIA Vietnam
04.2016 - 05.2017
- Analyzed financial reports and provided recommendations to senior management, improving decision-making accuracy
- Enhanced tools and systems to support sales teams, ensuring compliance with company policies
- Designed and evaluated contest schemes to boost team performance
Data Analytics Lead
Mega Life Sciences Vietnam
11.2014 - 03.2016
- Led a team in interpreting and analyzing data to optimize operational efficiency by 15%
- Collaborated with management to prioritize business and information needs, ensuring alignment with strategic goals
- Implemented strategies to sustain engagement during system upgrades and process changes
Product Manager
Kim Do Pharmacy Co., Ltd
07.2013 - 11.2014
- Managed product cycle planning and brand equity programs, aligning with consumer-centric campaigns
- Developed communication materials and managed vendor relationships to ensure timely execution of initiatives
- Conducted consumer surveys to inform product and marketing strategy improvements
Card Operations & Support Officer
ANZ Vietnam
03.2012 - 06.2013
- Processed customer applications and verified credit histories, ensuring accurate data entry
- Developed automation tools to enhance operational efficiency
- Resolved customer requests, including card re-issues, account updates, and balance transfers
Sales Administrator
Lam Son Pharmaceutical
01.2004 - 01.2007
- Maintained records of grants and applications, ensuring database accuracy
- Controlled office expenses and coordinated logistics for travel and events
- Audited financial reports and provided insights to management, addressing key operational issues
Education
Master Mind Degrees - Software Engineering
NIIT
Vietnam 04.2001 -
Associate of Applied Science - Academic English
RMIT
Vietnam 04.2001 -
BBA - Bachelor of Business Administration And Management
Victoria University
Australia 04.2001 -
Communication & Conflict Management - undefined
Delegate of German Industry and Commerce in Vietnam
Applied Business Analytics -
MIT Management Executive Education
07.2021 - 10.2021
Global Swine Portfolio Training - undefined
Boehringer Ingelheim Vetmedica GmbH
11.2020 - 12.2020
Skills
CRM systems expertise
Accomplishments
- Successfully led the 'Focus through Smart Glasses' project, modernizing veterinary care through AR technology. Recognized with a 3-stars award.
- Achieved 20% operational cost reductions as Operation Excellence Manager.
- Improved sales force targeting accuracy by 25% through data-driven segmentation models.
Timeline
Customer Engagement & Loyalty Manager
Ideal Life Consultancy JSC
11.2022 - 07.2023
Operation Excellence Manager
Sun Life Vietnam
09.2021 - 09.2022
Applied Business Analytics -
MIT Management Executive Education
07.2021 - 10.2021
Global Swine Portfolio Training - undefined
Boehringer Ingelheim Vetmedica GmbH
11.2020 - 12.2020
Customer Experience Manager
Boehringer Ingelheim Animal Health Vietnam
04.2019 - 06.2021
MIS Reporting, Analytics & Distribution Support
Aviva Vietnam
08.2017 - 04.2019
Supervisor, Analytics & Distribution Services
AIA Vietnam
04.2016 - 05.2017
Data Analytics Lead
Mega Life Sciences Vietnam
11.2014 - 03.2016
Product Manager
Kim Do Pharmacy Co., Ltd
07.2013 - 11.2014
Card Operations & Support Officer
ANZ Vietnam
03.2012 - 06.2013
Sales Administrator
Lam Son Pharmaceutical
01.2004 - 01.2007
Master Mind Degrees - Software Engineering
NIIT
04.2001 -
Associate of Applied Science - Academic English
RMIT
04.2001 -
BBA - Bachelor of Business Administration And Management
Victoria University
04.2001 -
Communication & Conflict Management - undefined
Delegate of German Industry and Commerce in Vietnam
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