Khoa Nguyen

Experience

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  EVERGREEN LINE

  Oct 2011 - Apr 2015

  - Maintain and update vessels long term and short term schedule - Planning and arranging time, berth window for vessel ETA, ETB, ETD, closing time for export cargo. - Making Discharge List and Booking Forecast- Making dispatch report. - In charge of D.G, O.O.G booking.- Maintain and update actual loading data.- Process invoice of port charges, THC, and other relating charges incurred.- Making vessel inward and outward clearance- Handle and support all crew needs, sign on/off.- In charge of emergency problems during vessel operating at terminal. Show less

  • Customer Service Executive

    Dec 2012 - Apr 2015

  • Operation Executive

    Oct 2011 - Dec 2012
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  DHL

  May 2015 - Jan 2020

  Support the Customer Care & Key Account Manager in leading and managing Customer Care team to ensure that DHL’s tracking and tracing service are in line with market-leading standards.CUSTOMER EXTERNAL:  Act as a direct point of contact for escalated issues from Customer Care Team. Visit customers for relationship building and issue resolutionSTAKEHOLDER INTERNAL: Collaborate with Customer Care team, evaluate customers’ complaints and ensure that they are dealt with expeditiously and satisfactorily. Work closely with the Customer Care & Key Account Manager to communicate, implement and co-ordinate company policies and procedures to Customer Care team and ensure compliance. Liaise closely with Customer Contact Centre Leaders to communicate, implement and coordinate company policies and procedures to Customer Care team members  Liaise closely with Customer Service Development Manager to communicate, implement and coordinate reports, projects and procedures to Customer Care team  Liaise closely with related functions ( OPS, FIN, Sales) to resolve on-going problems as encountered by customers. PEOPLE- MANAGEMENT: Supervise and ensure staff discipline. Conduct Staff performance appraisal.  Monthly Quality Monitoring, Side by Side and Coaching. Develop KPIs with team members and monitor individual performance. Identify training needs and opportunities to develop a highly skilled Customer Care team.PROCESS: Lead, motivate and supervise Customer Care team members to ensure that all Customer track and trace requests, Claims & Complaints are answered promptly, of consistent quality, and in accordance to stipulated performance standards aligned to current DHL Express standards. Encourage and guide Customer Care team members to achieve higher performance standards,  Prepare trend analysis and identify repeated customer cases and root causes. Propose process improvements Show less  Provide full tracing services for customersby investigating shipment incidents involvingundelivered, returned, misrouted, delayed,lost damaged shipments etc. Handle all trace enquiries in accordancewith service standards and processes. Deliver best in class customer service byfulfilling each customer’s unique needs whileadhering to DHL policies Respond to customer queries regardinginformation on prices, customs requirementsetc Assist the Customer Care Manager to carryout relevant CS staff orientation programsand on- the-job training for CSA recruits Show less

  • Customer Care Supervisor

    Apr 2017 - Jan 2020

  • Senior Customer Service Advisor, Tracing

    May 2015 - Mar 2017
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  Lazada

  Jan 2020 - Feb 2022

  Manager, Customer Care Operation

  • Manage the BPO Buyer Support team to achieve KPI of Service Level, AHT, CSAT, Escalation rate, Resolution Leadtime, Refund and Return, Backlog in days. • Conduct volume forecast, cost assessment, headcount exercises, workforce management to deliver operational excellence in term of cost efficiency & quality.• Work closely with Customer Experience, Training, Quality Assurance to consistently revamp SOPs, tackle paint points on customers shopping journey to enhance customer satisfaction & experience.• Drive the NPS with Customer Experience Manager and other functions e.g Products, Payment, Platform Governance, Logistics and 3PL Managements, launch new policies of new products• Manage day to day performance of CS SWAT, Refund and Dispute team, coach team leaders, agents to optimize employee experience in terms of retention and productivity. Show less

• 

  Unilever

  Mar 2022 - now

  Manager, Customer Experience

  Gro24/7 is a brand of Unilever Market Place,operating in APAC market.Who we are: World's largest eB2B marketplace platformOur Misson: Creating a better life of millions small retailers Our products and services:1. Best competitive price and product assortment 2. World class service and delivery.3. Reliable support with human touch4. Shared prosperity.My role and responsibility:• Oversee the Customer Service team operation.• Improving CX at all customer touch points.• Leading NPS improvements projects.• Collaborate with CX and Growth Marketing team to drive platform adoption. Show less