Hoa Nguyen

Experience

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  InterContinental Hotels & Resorts

  Nov 2018 - Jul 2019

  Quality Continuous Improvement Coordinator

  • Leveraged Merlin, Tactical Solve and Problem Resolution for data-driven executive decisions; acquired targeted key metrics including Guest Love, Loyalty Enrollment, Loyalty Recognition, Quality 360, and Carbon Footprint• Led role-play projects to ensure exceptional service for the Annual Brand Audit evaluating Service, Product, Cleanliness, Safety, and Condition; resulted in Brand Audit Score of 100% for excellent service in 2019

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  TIKI Corporation

  Apr 2020 - Oct 2020

  Process Quality Assurance Executive

  Main responsibilities:• Implemented quality assurance plan for development and modification of various projects within the corporation. • Support Project Manager to drive business forward with informed decision with strong data-driven reasoning• Participated in building automated testing process for optimizing automatic software accuracy• Worked collaboratively with Business & Product team to align and acquire business goals

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  Shopee

  Nov 2020 - Oct 2022

  Customer Experience Analyst

  • Developed Risk Management standard procedures to mitigate internal and external crises, minimize branding issues, and restore operations promptly for a logistic start up• Conducted quantitative analysis on Delivery Workforce Policy with a sample of ~10,000 employees to protect rights and ensure compliance; accomplished Employees Satisfaction increase by 20%• Collaborated with the Product team to optimize business requirement document (BRD) and UAT testing to enhance interface systems for customer engagement and operation platform for productivity improvements• Researched competitive landscape to understand competitors' strengths and weaknesses, guiding business strategy and branding decisions and run projects to optimize user satisfaction• Managed diverse communication channels, enhancing organizational brand internally and externally, while fostering stakeholder engagement and effective message dissemination Show less

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  Viettel Cyber Security - Viettel Group

  Dec 2022 - Jun 2023

  Senior Customer Experience Specialist

  • Centralized customer database and systemized procedures for data consolidation and integrity for all departments to customize B2B experience• Evaluated and set up goal metrics for CX maturity model including experience, strategy, technology, data, operation and culture• Performed all rounded qualitative analysis process from questionnaire preparation, in-depth interview, transcript, empathy mapping using Figma to identify touch points and build customer journey mapping• Synthesized quarterly quantitative reports for CX KPI (CSAT, NPS, CRR) through surveys, call centers and interviews to gain customer insights, monitor solution management; achieved monthly Excellence Employee in 2023• Initiated customer experience transformation through standardizing management process and digitizing experience management with Qualtrics, Medallia, Customer Gauge Show less