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Work Background
Critical Situational Manager
TeKnowledgeCritical Situational Manager
Jul. 2022Hanoi, Hanoi, VietnamCritical Situation Management and Escalation team | Customer Service Support
Quality Assurance Specialist
OpenCommerce GroupQuality Assurance Specialist
Apr. 2021 - Jun. 2022Hanoi, Hanoi, Vietnam▪ Involving in daily supporting process to understand product’s settings, technical issues; ensuring timely support to customers on different social channels and tools; improving the quality of the Support teams ▪ Analyzing customers’ feedbacks and comments to help planning and developing the products ▪ Revising the daily processes and providing feedbacks on the workflows and helpdocs to help improve agent’s processing time on the system, and to standardize the supporting process ▪ Supporting team leaders in managing the OKR data for the Customer support quality; make sure the team members meet the targeted objectives ▪ Participating in designing, providing ad hoc training and sharings with team members
Technical Support Advocate
Tek ExpertsTechnical Support Advocate
Mar. 2020 - Mar. 2021Hanoi, Thành Phố Hà Nội, Vietnam▪ Supporting Microsoft customers regarding issues with Microsoft Office and Microsoft Xbox products ▪ Self-evaluating customer’s ratings and feedbacks to figure out customer’s taste and trend in using company’s product in order to provide quick and proper solutions for customer ▪ Adopting assistance to enable smooth end to end customer processes that drive usage and help accelerate customer engagement ▪ Joining on-going trainings with team members to keep updates with products and ensure customer great experience
Client support - Data processing executive
Phuong Chi Software company - Cennos INC. Client support - Data processing executive
Aug. 2017 - Jun. 2018Hanoi, Vietnam▪ Providing timely solution in updating, checking invoices and database online through a special pricing system ▪ Working with international teams to ensure best result for client’s business and directly report to business partners ▪ Assisting training team members about processes and professions, ensuring members successfully complete the onboard training process

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