Summary
Work History
Education
Skills
Timeline
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Nguyen Tran Le Ha

Customer Support Specialist
Da Nang

Summary

Dedicated bilingual professional (IELTS 8.0) with 8+ years of experience in customer support, education services, and international communication, with a proven track record at EF Education First, achieving a 95% customer satisfaction rate. Skilled in handling client inquiries, providing timely solutions, and ensuring customer satisfaction in English and Vietnamese. Experienced in remote support environments with strong ability to manage multiple platforms and cross-cultural clients.

Work History

Bilingual Customer Support Respresentative (Remote

EF Education First
2023 - 2025
  • Responded to 50+ daily inquiries via email, chat, and calls, resolving issues related to student accounts, payments, and platform usage.
  • Achieved 95% customer satisfaction rate by providing clear, empathetic, and solution-oriented support in both English and Vietnamese.
  • Documented recurring technical issues and collaborated with product/IT teams to improve platform stability and usability.
  • Assisted in creating bilingual FAQs and knowledge base articles to reduce ticket volume by 20%.
  • Trained new hires on support tools and effective communication techniques, ensuring team consistency.

Customer Support & Education Services Coordinator

Study Abroad and College Board Services – The St. Nicholas School, Da Nang
2019 - 2022
  • Assisted students and parents with university and VISA applications, ensuring smooth documentation and compliance with requirements.
  • Coordinated AP examinations: managed logistics, trained proctors, and ensured adherence to international testing standards.
  • Provided continuous support through in-person/virtual meetings, calls, and emails, maintaining high satisfaction rates.
  • Supported marketing and sales teams with event coordination, press releases, and client communication.

Academic Executive & Student Support

Pegasus International College, Da Nang
2012 - 2019
  • Designed and managed training programs, ensuring alignment with student needs and organizational goals.
  • Built and maintained an online LMS system to support student learning and accessibility.
  • Organized and facilitated student-centered events, improving engagement and retention.
  • Acted as primary contact for student inquiries, providing timely and accurate responses.

IELTS/ESL Teacher (Online & In-person)

Various Institutions: Hocmai.vn, Duy Tan University, Easy IELTS, InterGreat Education Group
2015 - 2023
  • Delivered online and in-person courses to students from grade 6 to university level, adapting lessons to individual needs.
  • Provided personalized feedback and progress tracking to ensure student satisfaction and success.
  • Managed diverse student groups and communicated regularly with parents/stakeholders.
  • Utilized online platforms and digital tools to support learning and maintain communication channels.

Education

Bachelor of Science - Business Administration

Towson University
Baltimore, USA
04.2001 -

Bachelor of Arts - Applied Linguistics

University of Foreign Languages – Hue University
Hue, Vietnam
04.2001 -

IELTS 8.0

UNI-Prep Institute

TESOL Certificate, 120-hour Course
California, USA

Hue University of Education

Pedagogical Certificate
Hue, Vietnam

Skills

  • Customer Support (Email, Chat, Phone)
  • Ticketing Systems (Zendesk, Freshdesk – familiar)
  • Client Success & Problem-Solving
  • Bilingual: English (IELTS 80), Vietnamese (Native)
  • MS Office, Google Workspace, LMS Tools, Zoom
  • Process Documentation & Knowledge Base Creation

Timeline

Bachelor of Science - Business Administration

Towson University
04.2001 -

Bachelor of Arts - Applied Linguistics

University of Foreign Languages – Hue University
04.2001 -

Bilingual Customer Support Respresentative (Remote

EF Education First
2023 - 2025

Customer Support & Education Services Coordinator

Study Abroad and College Board Services – The St. Nicholas School, Da Nang
2019 - 2022

Academic Executive & Student Support

Pegasus International College, Da Nang
2012 - 2019

IELTS/ESL Teacher (Online & In-person)

Various Institutions: Hocmai.vn, Duy Tan University, Easy IELTS, InterGreat Education Group
2015 - 2023

IELTS 8.0

UNI-Prep Institute

TESOL Certificate, 120-hour Course

Hue University of Education

Pedagogical Certificate

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Nguyen Tran Le HaCustomer Support Specialist