Tuan Dung Nguyen

Key Achievements:

• Training Needs Assessment: Analyzed Grab Vietnam's strategic objectives, employee competency needs, market trends, and technology to develop a tailored training plan that addresses the company's core focus areas and real-world requirements.
• Design and Implement Comprehensive Training Programs: Developed training programs for a diverse range of employees, including onboarding training for new hires, soft skills training for office staff, and specialized training for the driver fleet and GrabFood partners.
• Employ Diverse Training Methods: Flexibly combined traditional training methods such as face-to-face training and classroom training with modern training methods such as eLearning, video-based training, and gamification, creating an engaging, stimulating, and effective learning environment for trainees.
• Develop a Dynamic L&D Team: Recruited, trained, coached, and evaluated the performance of the L&D team, ensuring they possess the necessary skills and expertise to fulfill their roles effectively.
• Measure and Evaluate Training Effectiveness: Collected feedback from trainees, measured training outcomes using key performance indicators (KPIs) such as program completion rates, trainee satisfaction rates, the extent to which acquired knowledge and skills are applied on the job, and made adjustments and improvements to training programs as needed.
• Foster a Learning Culture: Encouraged employees to learn and develop themselves, creating a positive learning environment within the company through activities such as workshops, knowledge-sharing sessions, and organizing innovation competitions.

Core Skills:

• Subject Matter Expertise: Possess in-depth knowledge of the Learning and Development field, including training program design, training content development, instruction, training effectiveness evaluation, and training project management.
• Soft Skills: Communication, presentation, teamwork, problem-solving, creative thinking, and effective time management skills.

Accomplishments:

• Achieved a 95% training program completion rate.
• Attained a 90% trainee satisfaction rate with training programs.
• Increased the application of acquired knowledge and skills on the job by employees by 20%.
• Saved 15% on annual training costs.
• Contributed to enhancing the capabilities and performance of the workforce, driving Grab Vietnam's strong growth.

Key Responsibilities:

• Conduct thorough needs assessments to identify learning objectives and target audience.
• Develop and deliver high-quality training programs that align with organizational goals and learner needs, incorporating a variety of instructional methods, such as lectures, discussions, group activities, and simulations.
• Create and maintain comprehensive training materials, including presentations, handouts, eLearning modules, and assessments.
• Facilitate interactive and engaging learning experiences that promote knowledge retention and skill development.
• Evaluate training effectiveness using a variety of methods, such as surveys, interviews, direct observation, and post-training assessments, and provide feedback to stakeholders.
• Stay up-to-date on the latest training trends and technologies.
• Collaborate with cross-functional teams to identify training needs and develop solutions.
• Coordinated training for new hires to impart information about company policies, requirements and performance strategies.
• Mentored junior trainers, fostering professional growth and enhancing overall team capabilities.

• 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 Performance Award (2018): Recognized for achieving the highest personal performance on the customer care floor, surpassing 200 employees.
• 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 Digital-Voice and Livechat.

• 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.

Degree Classification: VERY GOOD