Tuan Dung Nguyen

• Analyzed and prepared daily data reports to enhance operational efficiency.
• Managed and optimized communication channels between customers and logistics teams to ensure seamless service delivery.
• Handled high volumes of customer inquiries across various platforms, including social media, chat, and email, ensuring prompt responses and resolutions.
• Resolved complex customer inquiries and issues, ensuring high levels of customer satisfaction.
• Collaborated with warehouse teams to streamline order processing and fulfillment, ensuring timely deliveries across all regions.
• Reviewed and approved compensation for damaged or broken products.
• Coordinated with delivery partners to resolve issues related to shipment delays and driver performance, ensuring customer complaints were addressed effectively.
• Developed and implemented strategies to enhance customer satisfaction and loyalty, focusing on the unique needs of e-commerce platforms like Shoppe, Shein and TikTok.

Main Responsibilities:

• Lead a team of customer service representatives to ensure exceptional service delivery to Grab's customers.
• Develop and implement strategies to improve customer satisfaction and retention rates.
• Conduct regular performance evaluations and provide feedback to team members to enhance their skills and performance.
• Handle escalated customer issues and provide timely and effective resolutions.
• Collaborate with cross-functional teams to address customer concerns and improve service quality.
• Implement training programs to enhance the team's knowledge and skills in customer service.
• Analyze customer feedback and data to identify trends and opportunities for service improvement.
• Provided email-based customer support to a diverse clientele, including domestic and international customers.

Key Achievements:

Led a team that consistently met and exceeded customer service KPIs, resulting in a 30% increase in customer satisfaction ratings and a 25% decrease in customer complaints over the course of one year.

• Managed the quality of Customer Experience Professional (CEP) agents, ensuring adherence to company standards and customer satisfaction.
• Provided coaching and feedback to CEP agents, leading to continuous improvement in their performance through weekly coaching sessions.
• Conducted comprehensive training for new staff, focusing on soft skills, call/chat/ticket handling processes, and product knowledge.
• Collaborated with cross-functional teams to develop new strategies for enhancing the overall customer experience.
• Developed and implemented training programs for new hires, contributing to enhanced team performance and productivity.
• Handled sensitive customer data responsibly, adhering strictly to privacy regulations and safeguarding confidential information from unauthorized access or disclosure.

• Handling customer complaints in all cases.
• Maintain CSAT and DSAT at the highest level always over 98%
• Supporting local & foreign customers to solve problems while experiencing Grab's application.
• Manage crises & risks toward the company's image.
• Create smooth cooperation with related departments on solving government, media, and KOLs cases.
• Conduct training & coaching for the Customer Experience team in line with the Skills Matrix
• Work on customer feedback and resolve any issues or conflicts.
• Maintain high performance and reward accomplishments.

Key Achievements:

• Best Customer Satisfaction Award at Grab Vietnam 2018: Received the CSAT prize for achieving the highest 5-star customer satisfaction rating among the three existing teams at Grab, including Emails-Voice and Livechat.
• Best Performance Award (2018): Recognized for achieving the highest personal performance on the customer care floor, surpassing 200 employees.

• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution
• Stay current with trends and competitors to identify improvements or recommend new products
• Keep records of customer interactions, process customer accounts, and le documents.