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.