Accomplished professional with a proven track record at Prudential Vietnam Assurance Private Ltd., excelling in complaint handling, operation management and strong interpersonal skills. Spearheaded customer service improvements, enhancing product offerings and elevating customer satisfaction. Expert in staff training, problem-solving, and implementing effective change management strategies.
Hi, I’m
Long Nguyen Hoang
Huế,26
Summary
Overview
22
years of professional experience
Work History
Prudential Vietnam Assurance Private Ltd.
Customer Service Recovery Senior Specialist
02.2016 - 05.2022
Job overview
- Identified areas in need of critical improvement and implemented strategies to achieve targets.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Evaluated customer needs and feedback to drive product and service improvements.
- Investigated and resolved customer inquiries and complaints quickly.
- Trained staff on operating procedures and company services.
Prudential Vietnam Assurance Private Limited
Customer Service Team Leader
02.2004 - 02.2016
Job overview
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Evaluated customer service staff performance and provided constructive feedback.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Submitted reports to senior management to aid in business decision-making and planning.
Happy Company, Ltd.
Assistant Manager
01.2002 - 02.2004
Job overview
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Interacted well with customers to build connections and nurture relationships.
- Enforced quality assurance protocols to deliver ideal customer experiences.
- Resolved problems promptly to elevate customer approval.
Cambridge Language School
English Teacher
10.2000 - 04.2002
Job overview
- Prepared comprehensive English curriculum for multiple classes.
- Utilized multimedia strategies and technology to convey information in fresh and interesting ways.
- Planned dynamic lessons to increase student comprehension of books and literary concepts.
Education
Hue University of Foreign LanguagesHue City
Bachelor of Arts from Pedagogy, English Language
07-2000
University Overview
Completed Coursework:
- Effective Customer Service & Coaching Skills, 2007 & 2019
- Management Skills, 2009 & 2012
Skills
- Strong interpersonal skills
- Problem-solving
- Verbal and written communication
- Staff training and development
- Task delegation
- Decision-making
- Goal setting
- Cross-functional teamwork
- Operations management
- Change management
Reading
Reading
Reading helps sharpen my thoughts and words. Among my favorite books are Le petit prince (Saint-Exupéry), To kill a mockingbird (Harper Lee), The course of love (Alain de Botton).
Timeline
Customer Service Recovery Senior Specialist
Prudential Vietnam Assurance Private Ltd.
02.2016 - 05.2022
Customer Service Team Leader
Prudential Vietnam Assurance Private Limited
02.2004 - 02.2016
Assistant Manager
Happy Company, Ltd.
01.2002 - 02.2004
English Teacher
Cambridge Language School
10.2000 - 04.2002
Hue University of Foreign Languages
Bachelor of Arts from Pedagogy, English Language
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