Tuấn Dũng Nguyễn

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

Case Study:

• One of my valuable experiences in customer support was assisting a foreign customer who was being threatened and physically assaulted by a partner driver. I provided prompt assistance and guidance to address the situation effectively, which resulted in the customer feeling safe and satisfied with the resolution. This experience has strengthened my problem-solving skills and ability to remain calm under pressure, which I believe are crucial traits for any customer support role.
• Successfully resolved a threatening and physical assault situation for a foreign customer, resulting in their safety and satisfaction.
• Demonstrated strong problem-solving skills and the ability to remain calm under pressure.

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 99%
• 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.
• 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.

• Engage with customers visiting our showrooms in shopping centers, understand their needs, and provide product information.
• Actively approach potential customers, present our products and services, and persuade them to make a purchase.
• Build and maintain strong relationships with customers to ensure repeat business and customer loyalty.
• Meet and exceed sales targets by demonstrating excellent sales techniques and product knowledge.
• Collaborate with the sales team to develop strategies for increasing sales and improving customer satisfaction.
• Keep up-to-date with product knowledge, market trends, and competitor activities.