CUSTOMER CARE TEAM LEADER Description: tại CT Group

8/2022 → 6/2023 (10 tháng)

Hồ Chí Minh

• Coordinate the development of customer care activities plans, deliver products to customers • Drafting handover process & sample form suitable for project/product line • Coordinate with relevant Departments/Departments to plan the internal acceptance of products • List of products eligible for handover • Planning to deliver products to customers • Check & supervise the product handover according to the schedule as scheduled with the customer • Check & monitor the update and storage of handover status information fully and accurately • Coordinating personnel to perform tasks according to the functions and tasks of each employee & coordinating with other personnel to perform the common tasks of the department. • Suggest ideas and ideas to improve the work of the department in a positive direction • Monitor the implementation on schedule and achieve the quality of the above plans & promptly adjust the plan, adjust/add solutions to ensure the completion of the goals and targets • Fully fulfill the committed targets for the week and month • Participating in training and disseminating knowledge about the department's management system • Planning & organizing succession training for personnel in each campaign of each project • Managing and managing the overall work of the department • Human resource planning & staffing of the department • Ensure that subordinate employees comply with the Group's regulations

PERSONAL SECRETARY TO FOUNDING PRESIDENT tại TTC Land/DHA Corporation

10/2021 → 7/2022 (9 tháng)

Hồ Chí Minh

. Receive and register meeting schedules and newspapers of industries and corporations with the President . Connecting online meetings with the participation of the President . Receipt of official documents and documents for signing . Document management & storage . Support consulting in the field of Tourism . Fulfill shopping requests . Track & pay the President & family's service bills . Fulfill requests to send goods, give gifts to partners . In charge of seeing off the airport, taking care of transportation, accommodation... when the President works outside the province. . Follow up and pick up the Founder President . Welcoming guests to visit and work with the President . Fulfill many other special requests from the President

Customer Serivce Manager/Front Office Manager tại SavillsViệt Nam

10/2019 → 10/2021 (2 năm )

Ho Chi Minh City, Ho Chi Minh, Viet Nam

_ Being responsible for all complaints of the whole residence & incharge of nearly 4.000 apartments _ Providing help to customers using your organisation's products or services _ Communicating courteously with customers by telephone, email, letter and face-to-face _ Investigating and solving customers' problems, which may be complex or long-standing, that have been passed on by customer service assistants _ Handling customer complaints or any major incidents, such as a security issue or a customer being taken ill _ Issuing refunds or compensation to customers _ Keeping accurate records of discussions or correspondence with customers _ Analysing statistics or other data to determine the level of customer service your organisation is providing _ Producing written information for customers, often involving use of computer packages and software _ Writing reports analysing the customer service that your organisation provides _ Developing feedback or complaints procedures for customers to use _ Improving customer service procedures, policies and standards for your organisation or department _ Meeting with other managers to discuss possible improvements to customer service _ Involvement in staff recruitment and appraisals _ Training staff to deliver a high standard of customer service _ Teading or supervising a team of customer service staff _ Learning about your organisation's products or services and keeping up to date with changes _ Keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.

Front Office Supervisor tại EQUATORIAL HCMC/SHERWOOD RESIDENCE

4/2019 → 10/2019 (5 tháng)

Ho Chi Minh City, Ho Chi Minh, Viet Nam

• Reporting to F.O.M, H.O.D, G.M • Ensuring the smooth operation & proper administration of the departments • Handling complains and the emergencies, reporting to Front Office Manager immdiately • Cultivating & maintaining close relationship • Ensuring requests from guests are duly accorded • Performing duties required by guests and Front Office Manager • Checking all mails and letters are promptly delivered • Checking traces (notes) to have action in shift • Checking payment (in PM) • Assigning rooms matches with guests requests. • Making sure room inventory is balanced • Supervising arrvial forms, registration forms and ensure all of necessary information is filled up • Preparing all due outs for next date on night shift by pre-charging room charge from all TACC bookings • Managing staffs in daily shift (10-25 prs) • Controlling visitors • Repoting to F.O.M, H.O.D, G.M • To be fully aware of the Residence's products & activities. • To be fully aware of hotel's policies & procedures as well as the staff handbook disciplinary action proceedings. • Conforming & enforcing hotel policies & procedures as well as rules & regulations as laid down by the management in order to achieve the highest level of uniformity & guest service. • Patrolling in the entire of hotel to verify smooth operations, to avoid disrespect of company procedures & policies or property & assets removed without proper authorization. • Identificating tentants for suitable & proper actions. • Inspecting the hotel premises on a regular basis to ensure that room & public areas as well as restaurant meet hotel standard. • Responsible for safeguarding of the property & asset of hotel, including the basement & outskirt areas of the hotel. • Supervising a high standard of hygiene & sanitation throughout all service & public areas of the hotel. • Supervising arrival/departure files, correspondence daily. • Handling cash float (60 mill Vnd to 180 mill Vnd). • Responsible for tentant's delivery. • Responsible for posting audit every shift. • Responsible for Vietnamese registration. • Supporting receptionists to do check-in/check-out procedures daily. • Managing staffs in daily shift (10-25 prs) • Preparing daily report on revenue, numbers of arrivals/departures, VIP arrivals/departures, incidents & observations to General Manager/Residence Manager/Front Office Manager.

Senior Front Office Agent/ Night Audit tại Novotel Saigon Centre, Ho Chi Minh City

6/2018 → 3/2019 (8 tháng)

Ho Chi Minh, Ho Chi Minh City, Vietnam

. Reporting to F.O.M . Provide highly professional level of customer service at check-in and check-out via Opera hotel management system . Make welcome for V.I.P guests at Premier Lounge . Prepare arrivals kits, welcome cards for members . Monitoring cash floats and crew’s allowance . Take responsibile for printing & supervising VAT invoice ∙ Room rate audit ∙ Credit limit checking and control ∙ Monitoring membership . Preparing rooms, keys, transportation for Crew in advanced.

Acting Front Office Captain/Night Duty tại Liberty Central Saigon Citypoint Hotel, Ho Chi Minh city

2/2017 → 5/2018 (1 năm 2 tháng)

Ho Chi Minh, Ho Chi Minh City, Vietnam

• Report to F.O.M, H.O.D, G.M • Provide highly professional level of customer service at check-in and check-out • Dealing with guests’ issue • Cooperation with shift team • Multi-tasking • Mastering the tasks of a receptionist • Cooperating with other departments for a smooth operation • Monitoring cash floats • Handling guest complain and ensuring to bring out efficient solutions. • Audit checking all postings daily • Prepare daily report at night shift • Handling No-show bookings • Handling visitor's cases at night shift • Managing satffs in daily night shift (12-15 prs)

Operator, Vehicle coordinator, Tour desk agent, Receptionist tại Silverland Central Hotels and Spa, Ho Chi Minh City

2/2016 → 2/2017 (1 năm )

Ho Chi Minh, Ho Chi Minh City, Vietnam

• Provide highly pressure resistance ability. • Becoming a versatile role • Dealing with guests’ issue • Cooperation with shift team • Transportation coordinating • Introducing & sale tours to inhouse guests • Keeping good relationship among business partners

Freelancer (Tourguide) tại Công ty cổ phần Fiditour

1/2012 → 10/2016 (4 năm 8 tháng)

Ho Chi Minh, Ho Chi Minh City, Vietnam

• Organize tours by groups or individuals in coaches, cars or on foot • Communicate with the group/s or their representative/s about the details of the tour – assembly time and place, destination, accommodation, transportation, immigration concerns (if the tour is set abroad) and costs • Look for an area that can generally be of great interest to a group or a particular group of people • Arrange the necessary permits or letters of communication to the area of destination before the tour • Finalize all the details with the tour group or their representative • Offer specialist knowledge on subjects like history, arts and sciences, designs and architecture • During the tour, communicate with your tour group in a cheerful and engaging manner • Lead the tour group to points of interest and at the same time provide useful and interesting information in whatever medium – written, oral or through electronic presentations • Always make sure of the safety and convenience of your tour group • Make sure all the members of the tour group follow the schedules set • Make sure of the hotel accommodation in case the tour is schedule for more than a full working day • Make sure that the tour group will be sent home as safely as possible

Recognition

1/2015

Named on Trip Advisor via guest's comments, feedback card