Experience

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  Vnp group

  Jun 2018 - Aug 2018

  Business analyst intern

  VNP Group is the leading company in e-commerce and internet communications in Vietnam with 1000 plus staffs. In the spirit of sustainable and professional development, VNP focuses on developing three strategic groups of projects:• E-commerce: Vatgia.com, iki.vn, cucre.vn, nhanh.vn, baokim.vn, mytour.vn and webbnc.vn• Digital content: 123doc.vn, Appstore.vn• Other projects: The Kafe and One OfficeWith over 10 years of experience, VNP has cooperated with big strategic partners such as IDG Ventures Vietnam, Cyber Agent Venture, Mitsui & Co., and Recruit JV. Main tasks: - Collect raw data form different projects of the company and make report to CFO. - Contribute ideas and participate in the optimisation process for the company.- Analyse the financial situation, competitors of the projects given. Show less

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  Beetsoft co., ltd

  Aug 2018 - Dec 2018

  Consultant

  BeetSoft Co., Ltd is an IT Consultancy and outsourcing company based in Vietnam and Japan, catering to SME and MNC’s all around the world by providing high-end services at competitive prices.With 5 plus years of experience, BeetSoft is playing a stellar role in honing the skills of professionals, assisting companies to achieve success in their operating field of specialisation. The company has grown rapidly with operating offices in Hanoi, Danang in Vietnam and Tokyo in Japan with around 200 employees. BeetSoft provides various services of IT Outsourcing, IT Consulting, Application Development, Operating Systems, Game Development, Web Development, System Development, AR, VR and MR which are our core strengths, along with Artificial Intelligence research and Robotics development.Main tasks:- Do market research and seek out potential partners within English speaking countries markets.- Building long term relationships with new and existing customers.- Sell IT Outsourcing and IT consulting services to medium and large-sized customers worldwide. (Averages range from $50 million to $2 billion in revenue).- Approach potential customers through various channels and generates new leads worldwide.- Actively update and use the CRM system with new sales opportunities and track them inside the system, follows up with existing clients to make sure that they are satisfied with BeetSoft's work.- Build and manage relationships with a target list of direct clients and partners at all levels. Show less

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  Pwc

  Dec 2018 - Mar 2020

  Audit associate

  PwC, one of the global leading providers of assurance, tax, legal and advisory services, have been present in Vietnam for 20 years. With approximately 650 professional staff currently in two offices in Hanoi and HCMC, PwC is recognized by the Prime Minister to have made significant contribution to the development of independent auditing and tax profession in Vietnam.Main tasks: - Take part in audit process by performing audit procedures and working (analyzing financial data, performing testing, checking with the confirmation of clients' related parties and other supporting documents) - Working with clients on receiving and processing data for the audit and build relationship with clients. - Casting to make sure the audit report is accurate and well presented.- Performing other substantive and unexpected procedures to define any misstatement of clients. Show less

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  Teknowledge

  Apr 2020 - now

  • Build and manage an end-to-end service operations team of more than 60 members to deliver premium support to big ITs company• Monitor team performance to ensure all KPIs metrics and SLAs are met.• Key point of contact for customers, delivery teams and global management.• Collaborate with training team to execute training plan to address business need• Develop action and coach team members to support their personal development.• Take part in recruitment process in collaboration with HR and talent acquisition team.• Act as a primary escalation point for operational issues in the team• Provide accurate and timely communication to all departments related to day-to-day operations internally and externally.• Attend regular operational and business review meetings• Participate in reviewing processes and workflow to diagnose areas for improvement• Build and send updated reports to management team (site manager, global operations manager, etc.) as required• Handle, monitor, coordinate and manage all escalated cases Show less Service Delivery Manager: OpenText Quote Assistance team – New Business International• Build and manage an end-to-end service operations team of 18 passionate professionals and be responsible for overall performance of the team• Key point of contact for customers, delivery teams and global management. • Train and coach team members to support their personal development.• Lead the projects to revise the KPI metrics and develop consolidated report with improved case management tool and tracking for the Quote Assistance department in collaboration with Operational Manager and Business Process Analyst.• Act as a primary escalation point for operational issues in the team• Provide accurate and timely communication to all departments related to setting up quote and booking orders process.• Attend regular operational and business review meetings• Monitor specific KPIs to ensure proper delivery of the business• Participate in reviewing processes and workflow to diagnose areas for improvement• Build and send updated reports to management team (site manager, global operations manager, etc.) as required• Serve as contact point for customer’s delivery management• Handle, monitor, coordinate and manage all escalated cases• Proactively propose improvement plans where gaps are noticed Show less • July 2021 – July 2022: Subject Matter Expert – Microfocus vendor - Support over 50 agents in EMEA Region to complete all Renewals/ New Business quotes. - Analyze current Salesforce processes and propose best practices to meet and drive continuous improvement for customer satisfaction level from internal & external stakeholders. - Work with client representatives for the correct understanding, documentation, and implementation of the tools and processes for each team in the business unit. - Work as Primary Escalation Point of Contact with risks and cases under severe business impact (revenue / financial related) or large and demanding customer account to ensure service delivery quality along with good customer satisfaction.- Collaborate with other teams for the resolution of complex problems, participants in escalate requests to foster faster resolution and better quality.- Develop and deliver training material to ensure technical and process knowledge in the team.- Organize meeting, ad-hoc team huddle and conduct regular reviews of existing situation from team members, share analysis results and propose suggestions.- Research team’s and individual’s performance to generate insights and report to the Regional Manager.- Contribute to the hiring process, verify the technical knowledge and experience of the candidates. • November 2020 – June 2021: Quoting Coordinator – Microfocus vendor - Act as a first contact for the Regional Management and Sales teams regarding any questions on process, booking and pricing etc. offering them guidance on how to process the orders and book documents.- Support Quoting and Booking for renewal transactions across APJ and EMEA regions.- Take responsibility for special processes such as Zero Dollar Order, ISV for APJ region. - Provide Salesforce quote support to the sales team.- Work in utilize process team which takes responsibility for making efficient workflows. - Support training of new team members. Show less Tek Experts is a leading global provider of technical support and professional services on behalf of the world’s largest IT companies (Microsoft and Microfocus). With more than 5,000 employees across 6 global offices, we have built a reputation for deep technical expertise and exceptional customer experiences. Main tasks: - Act as the primary technical contact, performing technical troubleshooting analysis request and problem-solving solutions for Microsoft customers who have purchased Windows products via phone, email, virtual sessions and any other form of communication in a professional, timely, effective, and efficient manner.- Collaborate on cross-team and cross-product technical issues by working with colleagues from other sections as needed to resolve customer problems- Identifying and escalating situations requiring urgent attention, understanding business impact and priorities.- Following best practice ticket management processes, including ticket documentation, transferring, escalation and enhancement request submission.- Leading training session for newcomers joining the team.- Has the opportunity to perform Account & Billing support department. Show less

  • Service Delivery Manager - Critical Situation Management Team - Microsoft

    Nov 2023 - now

  • Service Delivery Manager - OpenText Quote Assistance team

    Jul 2022 - Nov 2023

  • Subject Matter Expert - Microfocus Quote Assistance team

    Nov 2020 - Jun 2022

  • Technical Support Advocate - Microsoft

    Apr 2020 - Nov 2020