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Work Background
ConcentrixOperations Manager
Dec. 2023Ho Chi Minh City, Vietnam• Managing the operations seamlessly, ensuring timely SLA delivery along with maintaining high level of employee and customer satisfaction
• Establishing and managing relationship with stakeholders
• Oversight of team - organizes resources, sets goals, carries out strategy from Executives and client on a day to day basis; reporting responsibilities
• Responsible for following agreed governance model, escalation & communication plan
• To ensure team members achieve agreed standards in relation to their job assignments.
• To ensure training of new staff on the corporate policy rules to be adhered to
• To ensure that the buddy system is put in place to maintain the operation with minimal disruption in times of annual leave/ sick leave/study leave and daily working hour schedules
• To monitor and document work schedule of staff and absences.
• Build strong partnership with the client by growing and nurturing the existing relationships to ensure operational cohesion & effective foundation for future growth
• Taking weekly and monthly calls with clients to understand the expectations from the teams and provided updates
• Identify and drive continuous improvements and initiatives in process
• Coach & mentor Team lead so that they are able to manage their teams better
• Hiring of leads and managers, training, inductions, employee & client satisfaction scores, performance Appraisals and attrition management
• To ensure that all internal customer queries are followed up on a timely basis
VietJet AirCabin Crew operation team Manager
Apr. 2022 - Dec. 2023Ho Chi Minh City, VietnamEnsure the efficient functioning of HR duties to maintain operational smoothness.
Build and maintain the relationship within the team members.
Tackle and resolve the complex issue that the team is currently facing during operations.
Motive the team to work amd meet KIP, standard procedure to delivery excellent customer service.
Lead the team member in comprehending the directives from management in order to attain sustainable outcomes.
Evaluate the procedure and propose enhancements to optimize operational efficiency.
Convince the "just culture" report to collect necessary information and provide a team-wide reminder.
Conduct comprehensive on-the-job training at VietJet Academy, covering a wide array of safety subjects, utilizing my exceptional training and coaching skills.
VietJet AirAuditor
Jul. 2019 - Dec. 2023
VietJet AirPurser & Line checker
Oct. 2017 - Dec. 2023Saigon
VietJet AirCabin Manager
Jul. 2015 - Dec. 2023
VietJet AirCabin Crew
Feb. 2013 - Jun. 2015
Asia PlazaCustomer Service Supervisor
Aug. 2012 - Nov. 2012Long Xuyen, An Giang, Vietnam
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