THAO NGUYEN

• Handled back office tickets, and provide 7*24h online enquiries and email replies services to customers.
• Handled customer enquiries, advices and suggestions via email or online tools.
• Provided the information of cryptocurrency in particular and blockchain industry in general
• Supported other business units with customer liaison, accurately document customer requests and advices, and provide feedback in the form of documentation.
• Handled customer complaints, any special cases or ad hoc tasks.
• Developed and implemented performance improvement strategies and plans to promote continuous improvement.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Provided primary customer support to internal and external customers.

• Enhanced and redefined organizational structure to maintain company's competitive edge across territories.
• Created, managed and executed business plan and communicated company vision and objectives to motivate teams.
• Set out relevant plans for the unit
• Recruitment and retention of sales agents.
• Implemented training programs to support skill development and competence
• Effective monitoring and evaluation of the sales agents
• Ensured sales agents have the necessary support systems to assist them deliver their budgets
• Implemented tools and systems to manage time, activities and desired results.
• Careful planning to identify and manage unit goals
• Administration, Market development
• Coaching

• Researched the Apartment for Rent in HCMC market
• Supported company operation issues (registration, accounting, human resources, etc.) from the beginning for the start-up company
• Operated the business in direct and online platform
• Acquired potential clients, corporate clients.
• Handled all the operations and customer services issue.
• Partnered with vendors and suppliers to effectively manage and budget.
• Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines
• Reviewed shift reports to understand current numbers and trends.
• Implemented ticket tracking system and worked with team to create customized system for improved tracking and logging of work issues.
• Helped build and review master service agreements for work eligibility

All Accommodation Supports - Customer Services
• Educated partners on the use of the extranet, manage availability on site

• Oceania Support Experienced time (6 months) - Australian partnered
• In charged of activation of listings (outbound and inbound calls, tickets)

• Processed sign-ups so that there is zero backlog
• Handled support tickets from Partners and Market Management team with the highest integrity and quality
• Optimized content to maximize conversion
• Participated in market and competition research
• Assisted in resolving issues related to “key accounts” and connectivity relating to transactions, allotment, notification, cancellations, etc.
• Accountable for meeting individual KPIs and team goals and following procedures
• Promoted supplier self-service support and maintenance.
• Increased operational efficiencies and revenue within the team, and improve internal department workflows
• Improved Net Promoter scores/ Satisfaction Scores from accommodation partners

Partner Services - Market Development
• In consultation with Market Managers & Assistant Market Managers manage supplier accounts
• Resolved all issues relating to transactions, allotment, notification, cancellations
• Participated in market and competition research
• Evaluated production and determined follow up action
• Prepared reports as necessary
• Co-ordinated merchandising activities for hotel partners with special deals and promotions
• Managed other ad-hoc administrative requests and operative tasks

• Auditing business (financial statements audit, internal audit, compliance audit)
• Able to work on my own initiative and as part of a team
• Strong negotiation skills

***Clients:
- Singapore Airlines in Viet Nam
- Tin Nghia (ESVC – OTCBB US), Tin Nghia Petrol Trading Company
- KIS Viet Nam (Securities Corporation)
- Emsa Company
- Thong Nhat Real Estate JS Company
- Japanese Companies (Takayoshi, Takazono, Sanwa VN, etc.)