Nguyen Ngoc Khanh Linh
Senior Student Care Executive
Summary
Experienced Customer Executive with over 4 years of experience in Education. Excellent reputation for resolving problems and improving customer satisfaction.
Ready to help team achieve company goals. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Student service executive
The international coding
06.2022 - Current
- Ensure customer experience, work closely with the sales team to reach monthly KPI
- In charge of budgeting for monthly campus events and analyzing result information to make sure all the objections are met
- Main duties:
- Liaising between the Finance Department, Academic department, Operation department and Customers to ensure work scope and timeline
- Conduct Customer surveys and analyze customer needs to improve product and customer experience
- Acting as an information source and communicator between the company and customers, proposing solutions to meet business policy
- Conducting daily team standup
- Managing various requests from customers and other departments
- Handling difficult customer requests and complaints, and giving solutions based on campus policy
- Accountable for Re-enrollment KPI, meet the target of 100% customer retention rate during my period
- Training new team mates and part-time members in company policy, telephone Etiquette, asking the right questions.
Student Service Executive
Everest Education
06.2019 - 03.2022
- Accountable for Re-enrollment KPI, usually meet the target of 85% customer retention rate
- Responsible for communicating and resolving problems for ~ 90 students and their parents and providing support for virtual classrooms
- Create and maintain a Student database for internal uses to track timelines, and progress tasks, greatly supporting project estimate accuracy
- Communicate between customers and internal members regarding customers’ requirements, timelines, and budgets
- Training new team mates in company policy, telephone Etiquette, asking the right question
- System and center operation management:
- Organized and coordinated with operations staff at major events, including Student
- Welcome (~100), and Admissions Days (~150 each)
- Managed 5 staff members, including coordination, scheduling, training, and day-of management
- Collaborated with team members to achieve target results.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Onboarded new temps by entering employee information into systems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Teaching assistant supervisor
ILA Viet Nam, HCMC
12.2018 - 05.2019
- Supervised a group of 5-10 teaching assistants in local primary and secondary schools
- Being an Academic coordinator between the center and local schools
- Involving in school meetings and solving teaching schedules.
Teaching assistant
ILA Viet Nam, HCMC
12.2016 - 12.2018
- Assisted all level classes from primary to high school
- Tracking students' attendance and doing monthly reports
- Prepared class material, created homework, and assisted students with grammar lessons.
Education
B.A - Finance and Banking
HUTECH University
Ho Chi Minh, Viet NamSkills
Using verbal and writing English at work
undefinedAccomplishments
Secure 85% student retention rate during Covid pandemic.
Certification
Google certificate of Project management
Timeline
Google certificate of Project management
12-2022
Student service executive
The international coding
06.2022 - Current
Student Service Executive
Everest Education
06.2019 - 03.2022
Teaching assistant supervisor
ILA Viet Nam, HCMC
12.2018 - 05.2019
Teaching assistant
ILA Viet Nam, HCMC
12.2016 - 12.2018
B.A - Finance and Banking
HUTECH University
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