Nguyễn Thị Lan Anh

GPA: 3.44 / 4.0

• Execute quality improvement testing and activities. • Ensure the quality monitoring is done to improve quality performance based on quality standards. • Develop quality assurance agents to follow standards and company processes. • Making daily reports and monitoring KPIs to follow the project standards. And making weekly / monthly for the Quality Assurance team. • Checking agent's quality every week and coaching them when the mistake.

• Building the flow processing for the internal and related teams. • Mentor for the agents to develop working experience. • Deep-diving and defining root causes for agent/ related team mistake situations. • Supporting agents about how to handle cases and serve hard complaint passengers. • Handling and following other duties be assigned from high level. • Assigning daily tasks for agents and seniors. • Report service level by time to ensure customer satisfaction and provide professional customer support. • Training report and senior's task for new senior and Bootcamp senior.

• Respond promptly to customer inquiries. Acknowledging and resolving customer complaints about flights (refund, reschedule, add baggage, rebook, get tax receipt... ). • Communicating with customers through various channels (phone, email, message and social media).

RECEPTIONIST • Welcomes visitors by greeting them, in person or on the telephone; answering or referring inquiries. • Directs visitors by maintaining employee and department directories; giving instructions. • Maintains security by following procedures; monitoring logbook; issuing visitor badges. • Maintains telecommunication system by following manufacturer's instructions for house phone and console operation. • Maintains safe and clean reception area by complying with procedures, rules, and regulations.Maintains continuity among work teams by documenting and communicating actions, irregularities, and continuing needs. • Contributes to team effort by accomplishing related results as needed. GUEST RELATION OFFICER • Provide upscale guest service experiences for clients throughout their stay. • Ensure guests are properly greeted upon their arrival . • Monitor daily bookings and ensure assigned rooms are prepared prior to check-in. • Actively listen to and resolve complaints. • Inform guest of our hotel services, including breakfast and dining options.

• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; following up to ensure resolution. • Identify and assess customers’ needs to achieve satisfaction. • Resolve customer complaints via phone, email, mail or social media. • Use telephones to reach out to customers.

• Product advertisement. • Sell products.