Tuấn Dũng Nguyen
Customer Service Team Lead
TP.Hồ Chí Minh
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
7
7
years of professional experience
6
6
years of post-secondary education
Work History
Customer Service Team Lead
Grab
Hồ Chí Minh, Tp. Hồ Chí Minh
07.2020 - 06.2022
- Worked flexible hours across night, weekend, and holiday shifts.
- Skilled at working independently and collaboratively in a team environment.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Managed time efficiently in order to complete all tasks within deadlines.
- Strengthened communication skills through regular interactions with others.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Senior Customer Service Specialist
Grab
Hồ Chí Minh, Tp. Hồ Chí Minh
07.2018 - 07.2020
- 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.
Customer Service Executive
Grab
Ho Chi Minh
03.2017 - 07.2018
- 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.
SALES EXCECUTIVE
JMG Group
Ho Chi Minh
01.2015 - 12.2016
- 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.
Education
Bachelor of Science - Business Administration
Ton Duc Thang University
01.2011 - 01.2015
High School Diploma -
SaiGon Tourish College
03.2015 - 01.2017
Skills
Training material development
New Employee Training
Time Management
Multitasking
Training Program Development
Organizational Development
Curriculum Planning
Needs Assessment
Program Planning
Coaching and Mentoring
Accomplishments
- Best of Customer Satisfaction Award in Grab Viet Nam 2021
Timeline
Customer Service Team Lead
Grab
07.2020 - 06.2022
Senior Customer Service Specialist
Grab
07.2018 - 07.2020
Customer Service Executive
Grab
03.2017 - 07.2018
High School Diploma -
SaiGon Tourish College
03.2015 - 01.2017
SALES EXCECUTIVE
JMG Group
01.2015 - 12.2016
Bachelor of Science - Business Administration
Ton Duc Thang University
01.2011 - 01.2015