Experience

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  Danang beach villa

  Sept 2016 - Apr 2017

  Assistant

  • Specialized in short-term rentals and villa management services.• Assisted the company in all aspects of rentals from check-in until check-out. • Communicated with guests and assisted them during their stay.• Optimized listings to ensure the services were high in search results across booking platforms including Airbnb, Booking.com and Agoda.

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  Vietnam backpacker hostels

  May 2017 - Feb 2019

  • Worked closely with senior management to make sure all front- desk staff provide a positive and friendly attitude with guests.• Supported team members in handling guest requests and complaints to ensure a positive outcome is achieved• Had a complete knowledge of the hotel’s products and policies and was able to train and communicate them to other members of staff.• Strengthened the ability to remain calm and collected in exceptionally busy time.• Involved in new innovations to improve the management system by using PouchNATION, Xero, Cloudbed, Juntion6, and Payment Express. Show less

  • Supervisor

    Jul 2018 - Feb 2019

  • Receptionist and Travel Agent

    May 2017 - Jul 2018
• 

  Stqry

  Feb 2019 - now

  • Lead a global team of 7 across Vietnam and the Philippines to deliver exceptional customer service and timely resolutions for app development and publication challenges.• Drive QA processes by reproducing issues, reporting bugs, and collaborating with developers to verify fixes for app functionality and user experience.• Manage technical workflows, including setting up Google and Apple developer accounts, preparing app listings, running TestFlight and AAB/APK files, and addressing app rejections with precise debugging and follow-ups.• Enhance platform usability based on customer feedback, driving feature enhancements and ensuring seamless localization for diverse markets.• Use project management tools (e.g., Shortcut, Notion) to organize tasks, track deadlines, and align team efforts across time zones. Show less • Provided 24/7 global customer support in collaboration with New Zealand and U.S. offices, ensuring smooth app deployment and excellent client satisfaction.• Led a long-term migration project, managing a team of 6 while focusing on delivering localized solutions for clients worldwide.• Conducted training sessions, provided technical troubleshooting, and acted as the primary contact for client onboarding.• Analyzed customer feedback and suggested feature improvements, many of which were implemented into the platform's roadmap. Show less

  • Support Team Lead and Product Specialist

    Dec 2023 - now

  • Customer Success Manager

    Feb 2019 - Dec 2023