Tuan Dung Nguyen

• 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.
• Regularly communicate with senior management to provide updates on team performance and customer service initiatives.

Key Responsibilities:

• 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.
• Held accountability for the productivity and quality of agents in call, ticket, chat, and verification processes, meeting assigned targets consistently.
• Followed and recommended process improvements for the CEP process, contributing to enhanced operational efficiency and customer service delivery.
• Managed the Zendesk system, overseeing ticket processes and account management to ensure streamlined customer support operations.
• Reported directly to the CEP manager, providing detailed performance assessments of individual agents on a weekly basis.
• Handled customer complaints and feedback, effectively escalating issues to drive service improvements and ensure customer satisfaction.
• Monitored and managed the call center system through daily and weekly reports, ensuring operational effectiveness and service quality.

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.

• 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.