Nga Vu

Experience

• 

  HSBC

  May 2014 - Aug 2014

  Intern

  I worked as an intern in Contact Centre Retention Team, in which my responsibilities were to keep in touch with client to provide specific product information as well as other bank’s products and services such as Platinum Upgrade project and Cash Installment Plan project.

• 

  HSBC

  Sept 2015 - now

  Spearheading HSBC in-house Digital Card Sales Team of 15 agents to consistently achieve and exceed sales targets with key banking product is Credit Card. Being accountable for driving and uplifting digital sales through working with stakeholders with digital channels to maximize the digital sales conversion rate.Actively monitored key performance metrics of sales team, identified challenges, and created new solutions applying problem-solving techniques;Inspired team performance daily using behavioral-based coaching, motivation, and management methodologies.Created constructive engagements and enhanced collaboration with other channels such as CCS Team, Branch Networks or Mobile Sales Teams; Led the Team to achieve The Winter Champions 2019 by Head of RBWM. Show less Perform high quality outbound contact to support client on their inquiries;Take lead in sales motivation projects / activities to promote team’s sales spirit; Coordinate with marketing team to initiate and manage the e-commerce projects to support sales target achievement; Support Team Manager to monitor and ensure Sales Quality Process;Train and coach to team members to ensure their knowledge about the products/ sales policy and process; Be back-up person for Team Manager where needed. Show less Played a role as first contact to communicate with HSBC’s clients to fulfill and satisfy their financial needs;Certified to handle multiple propositions (i.e. Advance, Premier, Insurance) and multiple products (i.e. Loans, Mortgage, Core Banking, Cards) and has specialized in one of the high complex roles within the Contact Centre;Engaged with various Business partners including but not limited to Credit, CAU CPD, PMG, and MKT, on daily work and processes under the guidance of the Team Manager;Contributed to team development, effectiveness and success by sharing knowledge and good practice, working collaboratively with others to create a productive, diverse and supportive working environment;Applied policies, procedures, practices and standards to their allocated tasks, taking responsibility for their own actions, to ensure the achievement of high level of quality, effective risk management and regulatory compliance. Show less

  • Team Manager - Digital Credit Cards

    Jul 2019 - now

  • Contact Centre Service and Sales Senior Representative

    Sept 2017 - Apr 2020

  • Contact Center Service and Sales Representative

    Sept 2015 - Aug 2017