Nguyen Le Phuoc Huyen

• Moderated user content for Vietnamese market using global guideline checklists.
• Produced trend reports on community behaviour to guide cross-functional global teams.
• Updated moderation quickly when content policies changed under new regulations.
• Monitored current events and cultural trends to inform moderation decisions.

Highlighted key accomplishments

• Ensured consistent SLA performance exceeding 90%
• Processed over 400 complex tickets daily
• Maintained average handling time above 98%
• Ensured accuracy rates above 98%

• Managed and organised new team, successfully training 1 team leader and 2 coordinators (1 Vietnamese and 1 Chinese).
• Collaborated with teams to share insights and information effectively. with the American sales team in the USA and the different functional teams in Vietnam and China. Supporting relating to manufacturing and services from Vietnam factories.
• Maintained customer relationships, enhancing standard operating procedures.

• Spearheaded B2B relationship management and business development strategies, resulting in expanded market share within Vietnamese finished-surface material industry.
• Managed cross-platform social media presence and implemented targeted link-building strategies while continuously analysing digital marketing trends to optimise campaign performance.
• Spearheaded B2B relationship management and business development strategies to expand market share within the Vietnamese finished-surface material industry.
• Managed and processed B2B sales leads via the Alibaba.com partner ecosystem, strategically assigning prospects to sales representatives to optimise conversion rates.
• Provided comprehensive technical support and product application guidance to key accounts, overseeing full-cycle project management from inception to delivery.
• Optimised B2B lead distribution via Alibaba.com to improve sales team efficiency.
• Generated daily and weekly performance reports for the executive team, tracking sales metrics, operational efficiency, and team KPIs.

• Processed new sales leads through Alibaba.com partner system, arranging timely follow-ups to enhance conversion.
• Provided sales team and CEO with detailed daily and weekly performance reports to inform strategy.
• Followed up with customers to confirm satisfaction during before- and after-sales processes, ensuring a positive customer experience.
• Coordinated with other departments to review sales staff performance and support needs.
• Interpreted documents and translated key information for internal stakeholders.

• Coordinated communication between teams to ensure clarity and collaboration as the primary liaison between US sales and Vietnam and China manufacturing.
• Processed global sales orders and coordinated production to ensure adherence to quality standards and timelines.
• Coordinated international shipping by managing freight forwarders and preparing export documentation, ensuring timely delivery.
• Resolved after-sales quality discrepancies, organised spare parts distribution, and processed credits.
• Resolved after-sales quality discrepancies, organised distribution of spare parts, and processed credits to enhance customer satisfaction.