Linh Nguyen

Experience

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  FPT Polytechnic College

  Jul 2013 - Nov 2013

  Intern in Department of Enterprise Relations

  - Create and maintain the internal communications system to raise awareness of labor market for students.- Find out recruiters and connect students with recruiters.- Organize workshops, extracurricular activities, vocational guidance activities for students and undergraduates. + Organize successfully “Open talk Workshop" introducing internships in FITC (60 participants); “Product management, technology management Course” in ICANDO (40 participants); “Searching jobs on the Internet Course” in Microsoft (30 participants). + Coordinate weekly “Visit HEIC” (25 students attending/week) Show less

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  CANIFA Joint Stock Company

  May 2014 - Jul 2016

  Sales online cum Shopkeeper

  - Report and evaluate business results.- Take charge of implementing sale promotions, special offers for the online customers to achieve revenue targets.- Resolve customer complaints to ensure customer satisfaction.- Set up and manage the online warehouse.- Control the inventory and ensure the allocation of garments to maximize the effectiveness of the warehouse.- Train the new employee and re-organize the workflow of sales and warehouse.

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  CANIFA Joint Stock Company

  Oct 2017 - Jun 2018

  Customer Services - CRM

  - Manage data to ensure accuracy and completeness.- Analyze the customer data to figure out the consumer behaviors and customer insights; conduct the survey programs on customer satisfaction and reviews.- Measure and report weekly, monthly the retention metrics such as the customer retention rate, NPS, active customer rate, customer churn rate, purchase frequency.- Propose and implement the promotions, special offers for loyal customers; supervise the operation and the results.- Seek out the fraud in the operating process and propose the improvement of workflow and software.- Be responsible for manage the time and content release of SMS and email marketing.- Support to resolve customer complaints. Show less

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  VMT Group

  Oct 2018 - Apr 2019

  CRM Team Leader

  - Manage day - to - day operations.- Monitor and develop customer database in both quantity and quality; plan to exploit effectively customer data.- Planning and delivering customer care campaigns to encourage customer retention and customer loyalty (for example, happy call; viral customer program; point program; installing app program).- Handle escalated customer complaints.- Coordinate to implement marketing campaigns; report and analyze during and after the campaigns to evaluate the result and propose the solutions if necessary.- Evaluate the shops' ability to find new customers and to retain existing customers via customer reports; show store managers the shop's weakness to find the solutions and increase sales.- Seek out the fraud in the operating process and adjust CRM platform structure ensuring it captures all required information at key points in the customer life cycle from leads to loyalty customers.- Build the internal workflows and the interdepartmental work processes to ensure CRM works seamlessly.- Take charge of hiring and coaching and developing a well-organized CRM team.- Take charge of training and coaching new store managers, sales advocates relating to service mindset; telesales; personal business plan and analysis of reports. Show less

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  Twitter Beans Coffee Inc.

  Apr 2019 - Jul 2021

  CRM manager cum Training manager

  CSM:- Build the internal workflows and customer service process to ensure customer service standards.- Build customer service policies and standards.- Build the business reporting system supporting business operations analysis.- Analyze customer service reports to propose to improve serving process, SOP. - Manage customer database, analyze customer data to research customer behaviors.- Propose promotions and loyalty programs to attract new customers and retain existing customers.- Directly work with BOD for setting up master plan, annually business targets, propose the new business direction.- Hiring and coaching customer service staffs.- Resolve escalated customer service issues.Training:- Build the internal training processes, policies.- Organize the compulsory training sessions, follow onboarding training programs.- Design and update training materials, manual at the point of sales.- Manage team and encourage learning environment through “Kaizen” mindset. Show less

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  TWITTER BEANS COFFEE

  Jul 2021 - now

  Vice Director