Huong Ly Le

Experience

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  Office of Research and Partnership Development - VNU University of Economics and Business

  Sept 2019 - Nov 2019

  Intern

  🌍 Nurturing growth at VNU University of Economics and Business During my internship with the Office of Research and Partnership Development, I participated in supporting various initiatives that promoted growth and collaboration.My contributions included:- Assisting in the development and administration of the school's English website, which involved translating news and ensuring the website's content remained accessible to both Vietnamese and English-speaking audiences.- Participating in event organization, notably contributing to the successful execution of the Conference on International Economic Cooperation and Integration (CIECI) in September 2019.- Providing valuable support in administrative tasks and database management, ensuring that essential information was up-to-date and readily accessible.My time as an intern was marked by a dedication to fostering growth and contributing to the university's mission. Show less

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  OpenCommerce Group

  Oct 2020 - Mar 2023

  🚀 Fueling customer success through engaging and resourceful content on ShopBase Help CenterDuring my time at OpenCommerce Group, I was part of the Customer Success Help Doc Content Team, where I played a pivotal role in ensuring our customers could navigate our products with ease.My accomplishments included:- Crafting an average of 27-31 articles weekly, providing product tutorials and solutions published on ShopBase Help Center (help.shopbase.com) to empower customers in effectively using our products.- Writing, creating, and publishing landing pages for product policies.- Working closely with the CS Lead to maintain top-notch content quality.- Collaborating with the Product Manager team to research product features, write product tutorials and improve their qualities.- Working closely with the Data Analytics team to identify customer insights, establishing a comprehensive system of reports and dashboards to monitor team performance, track KPIs, and manage Help doc article performance.- Building and implementing six workflows to boost team productivity and foster seamless collaboration.- Teaming up with the Design and Marketing teams to produce 8 tutorial videos for the ShopBase International YouTube channel. Show less 🌟 Customer success: Live chat specialistIn my role on the Customer Success Live Chat Team, I specialized in providing real-time solutions and exceptional customer experiences.My achievements included:- Managing single to multiple live chat sessions in both English and Vietnamese, catering to a diverse customer base.- Offering comprehensive guidance and in-depth product knowledge via live chat, effectively resolving customer inquiries with empathy and a professional, supportive tone.- Collaborating with a diverse range of team members, mentors, developers, product managers, sales team, and high-level management. I maintained open lines of communication and consultation with both internal and external stakeholders to ensure exceptional customer satisfaction.- Consistently achieving a QA score of 96% weekly and maintaining a first response time under 1 minute.My role was dedicated to being the trusted bridge between customers and our solutions, ensuring they received top-tier support and real-time assistance. Show less

  • Customer Success

    Apr 2021 - Mar 2023

  • Customer Success

    Oct 2020 - Apr 2021
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  Techcombank (TCB)

  Mar 2023 - now

  Senior UX Writer

  📝 Crafting clear & engaging digital experiences at TechcombankAs a UX Copywriter at Techcombank, I'm on a mission to create digital interactions that are not just clear but downright captivating.My responsibilities include:- Crafting copy for various digital touchpoints, such as websites, mobile apps, online forms, and interactive features.- Collaborating closely with UX designers and product teams to shape user-centered content strategies that perfectly resonate with our brand and business goals.- Skillfully crafting and refining user interface (UI) copy, microcopy, error messages, tooltips, and other text elements, ensuring users effortlessly navigate our digital products.- Maintaining a uniform language, tone, and style across all digital channels, ensuring an uninterrupted user experience.- Carrying out content audits and actively contributing to content governance, ensuring our content remains top-notch and up-to-date.- Keeping my finger on the pulse of industry trends, best practices, and emerging technologies in UX writing and digital customer experience. Show less