Kien Hoang

Team Manager @Wicloud

Complaint Resolution SpecialistService Quality ManagerCustomer Retention SpecialistCustomer Care SpecialistLive ChatChat SupportClient Relations SpecialistCustomer Success ManagerHelp Desk SupportBusiness AnalystTech SupportConsultingSQLJavaScriptCSSHTMLPowerBIHR GeneralistHRITCustomer ServiceCold Calling SpecialistTechnical Support AgentCall Center TrainerCall Center SupervisorTelemarketerOutbound Sales SpecialistAppointment SetterSales RepresentativeSupport SpecialistCustomer Support RepresentativeCall Center🏐 Sports

Operations and Customer Experience Manager with 8+ years of experience scaling global support organizations and driving operational excellence across enterprise clients, including Microsoft programs. Proven ability to build and lead large-scale teams (200+), optimize performance through data-driven strategies, and deliver measurable improvements in CSAT, efficiency, and service quality. Strong background in support operations, process optimization, and AI-driven transformation (Copilot, automation).

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Keep in touch with meI'm using Intch to connect with new people. Use this link to open chat with me via Intch app

Network Power<100 people

Roles

🌐100%

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Work Background

Senior Team Manager (Wicloud)

iTechwxSenior Team Manager (Wicloud)

Mar. 2025Promoted from Technical Support Engineer to Senior Team. Manager within 2 years, reflecting strong performance and leadership impact Scaled Microsoft support operations from 50 to 200+, personnel, supporting global programs across North America, Europe and Asia Led multi-layer teams (Engineers, SMEs, Team Leads, Managers) to deliver high CSAT/DSAT performance and operational excellence

District Manager

Securitas Security Services USA, Inc.District Manager

Dec. 2020 - Jan. 2022Oversight of a portfolio encompassing 20 accounts. Management of 200+ employees across Orange County. Engage with clients to devise tailored security strategies for diverse sites including banks, hotels, and homeowners associations.

Assistant Manager

Enterprise MobilityAssistant Manager

May. 2018 - Nov. 2020Employed at Orange County's largest airport car rental facility. Facilitated the rental of over 1000 cars per month. Developed strategies to accommodate daily bookings effectively.

Guest Services Specialist

Marriott InternationalGuest Services Specialist

Oct. 2017 - May. 2020Part of providing the great experience while staying with the hotel including answering questions, providing guidance for tourists.

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