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
Hồ Chí Minh, Tp. Hồ Chí 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
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