Customer Service Executive, Service Excellence tại Viva Land (VN) Management & Development JSC.

6/2022 → 11/2022 (5 tháng)

Ho Chi Minh

- Assist Operation Manager to build up Customer Service team. - Conduct research and develop Service Standard Operating Procedures (SOPs) for Headquarters and Sales Gallery. - Take feedback from customers and report to BOD for reaction. - Make facility procurement plans for Sales Galleries. - Propose ideas to improve Customer Experience when visiting Company for business. - Coordinate well with Sales & Marketing department to create and develop Customer Journey. - Support Sales & Marketing department in execution of Launching Events - negotiating with vendors, coordinating with event site team, creating welcoming plan. - Create BEOs, Memorandums, prepare supporting documentations for payments to Asset Owner, Finance department.

Administrator, Customer Focus Unit tại Keppel Land Vietnam

4/2022 → 6/2022 (2 tháng)

Ho Chi Minh

- Handle customer's complaints regarding buiding defects. - Create action plans for defects - contact Contractor, set date with residents and acceptance work. - Manage proposals from Contractor/Vendor for suitable solutions regarding situation. - Represent Developer - take feedbacks from residents, report and propose counter plans to Managers. - Coach new staff to meet business requirements. - Coordinate with Finance Department to ensure smooth work progression flow. - Check and make sure works comply with Company's Standard Operating Procedures.

Senior Guest Service Agent, Front Office tại Renaissance Riverside Hotel Saigon

7/2018 → 7/2021 (3 năm )

Ho Chi Minh

- Handle all customer’s inquiries through phone / email / chat services. - Engage and maintain relationship with customers. - Effectively supervise property’s assets and resources to meet Company's standard including keeping control over budget and cost-effectiveness of department. - Coordinate with related departments to improve workplace’s condition for staff and customer satisfaction. - Forecast and control property’s status precisely for operations. - Coaching associates to achieve their job duties/obligations. - Opera PMS - analysing data, audit others work and generate report to Direct Manager. - Create new ideas and encourage creativity from fellow associates. - Provide well-thought solutions to Department Manager to improve service quality.

Guest Service Agent, Front Office tại Eastin Grand Hotel Saigon

6/2016 → 7/2018 (2 năm )

Hồ Chi Minh

- Daily interaction with customers in professional standards - Handle customers inquiries together with problem solving skills to provide best satisfaction - Perform upselling skill to improve Company's revenue - Coordinate well with related stakeholders to improve service quality - Operate switchboard / telephone systems - Control Hotel’s PABX system - Generate daily revenue status report to Direct Supervisor/Manager

Mr. Bui Diep Minh Quoc - Operations Manager

Viva Land (VN) Management & Development JSC.

kris.bui@vivaland.com - 0766688288

Ms. Do Hoang Vy - Front Office Manager

Renaissance Riverside Hotel Saigon

vy.do@marriott.com - 0933859449

Ms. Nguyen Thi Kim Chi - Front Desk Manager

Renaissance Riverside Hotel Saigon

chi.nguyen5@marriott.com - 0937071183