Hanoi Capital Region
INTRODUCE MYSELF - Having 18 years of experience and working in the banking and finance industry and Customer Service. - Experience in implementing many banking projects: - Deploying system integration, writing operating instructions and verifying electricity bill payment for all goods connected to EVN nationwide. - Implement and integrate Way4 Card system, Smart Vista with Corebanking T24 system - write procedures/instructions and conduct training on the whole process of issuing and paying for domestic and international cards. - Deploying and integrating Avaya, Cisco switchboard systems with Corebanking T24 system, Card system, software and support tools, building and setting up a complete, multi-channel 24/7 customer care center Suitable for: Outbound customer care, inbound customer service consulting and support 24/7, handling customer complaints - Ability to train the whole system team on product and service knowledge and communication skills, handling complaints/disagreements with customers. - Ability to analyze and find the causes of complaints/complaints from customers, offer solutions to improve, remedy and prevent the system - Having experience and knack in connecting and motivating in the team. - Experienced in trade union work: a member of the Executive Board of ABBANK's trade union (from 2012 to present) and the president of the ABBANK division's trade union, Hanoi Headquarters for 5 years (term of 2017 - 2022). - Received many certificates of merit from the bank in individual and collective awards. - For many years in a row, he has won the title of excellent employee and excellent manager. Being a member of ABBANK's talent collection. - Being a member of Vietnam Customer Care Association (ACCV) CAREER GOALS - Looking for a job with a dynamic, professional working environment with attractive income. - I hope that my experiences can contribute to and develop the organization that I am attached to. Courses attended: many specialized courses and internal and external management: - Bank branch manager class. - The Art of Crestcom Sales and Leadership - The next class of directors - Courses on leadership and management skills - Courses on "Train the trainer" - Intensive courses on banking products and services - Courses/workshops on 4.0 technology, customer experience, care and customer service. - Skills courses..... SKILLS - Handling disagreements/complaints directly/indirectly - Teaching/training - Management and supervision - Internal and external customer service. - Connect and motivate. LANGUAGES English: good
Revise and document customer journeys Communicate with Connext users to make sure all their operational needs/pain points are considered Communicate with Connext development team to make sure they understand user requirements and deliver product features timely Lead the customer onboarding team Build Connext brand name by participating in networking events, industry conferences Business development Recruit, train, and manage the customer onboarding team Prepare a sales kit for Connext Participate in pitching to potential investors
Responsibilities: 1. Manage Customer Care Call Center 2. Manage of STM and Customer Service Services at branches/transaction points 3. Quality Management and Customer Experience
Responsibilities: 1. Managing the Multi-Channel Business Administration segment: - The focal point to focus on administration and build the process, regulations, policies, lists, customer transaction operations uniformly through the entire support channel including 24/7, Counter, Digital Bank: - Develop, improve, and operate policies, regulations, and procedures to guide customer transactions at 24/7 support channels, counters, vaults, and digital banks. - Responsible for setting up a mechanism to evaluate and score support quality for each channel including and not limited to daily/monthly KPIs, QA of support service quality, summarizing/based on deciding operational results year, appointment/renewal of contract. - The focal point to support the Deputy General Director in charge of the Operations Division in the assigned activities 2. Manage 24/7 Channel Support: - Organize multi-segment support activities for all Private Banking and Corporate Banking customers through SeABank's interactive system including and not limited to: Phone, Email, and multimedia channels. Representing customers to participate in projects to create products and services and improve customer experience. - Coordinating with focal units in conducting surveys, waking customers and actively registering to help customers use the service in order to increase their transaction turnover through the provided payment means. by SeABank from time to time. - Being the direct focal point to receive and handle all complaints that the direct unit cannot handle.
- 24/7 Customer Service Department Manager (2012-2021) - Experience as Head of transaction management at counters and treasury operations (From May 2018 to November 2018): assigned directly from the CEO - Manage Customer Service and CallCenter of Cards (2005-2012) + Business services: supporting services related to Card issuance and arising transactions at Card Cultural Center + CallCenter: Consulting and supporting, resolving complaints about the Card 24/7
Implement marketing to invite businesses to advertise in investment newspapers Scheduling appointments and advertising invitations