Tuong Vi Tran Nguyen

Self-starting Operations Manager offering high-level experience in supervision of workover and completion operations. Adept at directing work of completion consultants and completion supervisors. Successful introducing lean manufacturing to increase productivity and cut costs of completion. Well organized, attentive to detail and vigilant in achieving safety and environmental impact reduction objectives.

• IYC International Youth Club's activities: doing charity (organizing parties, performance, auctions… to raise money for poor people and underprivileged children)
• Volunteer (as a sport team guider) for AIGs III (Asian Indoor Games III)
• Humanitarian blood donation (2007-2014)
• Citibank Global Social Activity Days (2010-2015)
• Key MC for ASEAN events at Concentrix

• 03/09, 10/09, Certificate of Higher Economic Specialist, Economy Department, National University, Vietnam
• 08/08, 02/09, Certificate of Modern Banking Specialist, Economy Department, National University, Vietnam
• 07/08, 08/08, Certificate of Master the Stage (Presentation skill), Proskills SHTP Training Center

• 01/2010, 04/2010, Intern, Southern Bank, International Banking Department
• 05/2010, 06/2010, Intern, ANZ Bank, Internet Banking Project
• 06/2010, 08/2010, Telesales Representative (TSR), ANZ Bank, Bancassurance Project
• 10/2010, 12/2015, Call Center Officer, Correspondence Supporter, Assistant Manager, Training Manager, Citibank Vietnam, Experience at Citibank Vietnam, CitiPhone: Achieving a high level of customer's satisfaction by serving and caring customers with client excellence. Responding to customer's queries and processing customers' maintenance requests/banking transactions via telephone and correspondence; handling customers' complaints with care; making working schedule/roster for Call Center's team members; preparing management reports of Call Center for Customer Service Head; implementing the training and coaching to CitiPhone officers…, Corporate Account Services Unit: supporting corporate clients in the process of the account opening and maintenance.
• 12/2015, 03/2017, Senior Customer Service cum Quality Assurance Specialist, Mat Bao company- Lazada Project, Senior Customer Service: Support agents to handle complaints/complicated cases; analyze data and prepare reports of aging tickets and assign, push PICs to resolve cases by deadline; arrange working schedules; guarantee the smooth operation of the call center to achieve the Company's targets., Quality Assurance Specialist: audit quality of calls periodically, refresh training, validate complaints and compliments, do coaching weekly and come up with action plans to improve the quality.
• 03/2017, 03/2021, Team Manager, Customer Experience Department, Grab Vietnam, 1st year- Managed a group of 15 voice agents (Grab Transport): make sure the good performance and client excellent service are maintained all the time; provide real-time support to agents on the floor; conduct needful coaching/training to them; give needful advice to agents daily to balance the productivity and quality of the calls; audit calls (2 calls/agent/month); report daily performance to Senior CEOM., 2nd year- Managed 34 agents of Grab For Business (6 agents) and GrabFood dedicated line (29 agents): Built up CE GrabFood dedicated team: learn new product initiatives, align with other departments to create SOPs for new service/features; report weekly to Regional GrabFood Management team about the performance and issues of GrabFood CE team and action plans for headcount/recruitment/staff movement/training to GF newbies in order to hit Regional targets. Provide needful insights and current pain points of Passengers/Drivers/Merchants to the Regional Product team and request for further updates in product features to reduce contact volume via CE channels and provide a better experience to passengers/partners., 3rd & 4th year: Set up GrabFood/GrabMart Merchant dedicated support CE team. Closely monitor daily operation, collect insights, share findings, bring up ideas/proposals to other stakeholders for performance improvement, sometimes deliver extra support to them on demand in order to achieve targets as one Grab. Closely got involved in regional projects, collaborated with relevant stakeholders and got them in together to work things out., From Jun2020: be the key person who contributed to the takeover of Merchant Ops scope from GF Vertical to CE (building up MRO team with different functions- Voice/Digital/BE, working out the SOPs, QA guidelines and productivity frameworks...).
• 03/2021, Operations Manager, Concentrix Vietnam, UBank (22 HCs for CS & 10 HCs for KYC), Onfido (80 HCs) & Spotify (11 HCs): managing overall operations and closely monitoring to maintain daily targets of the processes with 5 team leaders as direct reports + 01 QA dotted line report. Managing the operation of UBank process + set up Onfido English team, ramped up Onfido Chinese, Korean & Japanese LOBs in 2021 + built up Spotify process (10 headcounts) for Concentrix Vietnam in 2022., Mass Hiring Manager for Abbott process: worked out the recruitment SOPs, came up with monthly/annual hiring plan and built up a team of 8 recruiters to support the hiring for Abbott process. (150 headcounts selected in 2 months).

Full time- Permanent

CS/Operations Manager/Head

Monthly salary: USD 4,500-5,000 gross

• Place of Birth: Hochiminh City
• Date of Birth: 09/27/88
• Gender: Female

• Top 5 excellent candidates (4th prize) in English Presentation Contest by VATC English School- year 2011
• Best CitiPhone Officer, Citibank Vietnam - Semi-Annual Awards 2012
• Best CitiPhone Officer, Citibank Vietnam - Semi-Annual Awards 2013
• Best CitiPhone Officer, Citibank Vietnam - Whole year 2013
• Citibank Team Member Award - year 2013
• Citibank's Got Talent- Bronze medal - year 2014
• Best employee of the year- Mat Bao company- year 2017
• Best Voice team Q3 and Best Team Manager Q4- Grab Vietnam- 2017
• Best Regional Team Manager- Grab Vietnam- year 2018
• Best Delivery Program- Concentrix Vietnam- year 2021