Phuong Do Thi Hanh

Experience

• 

  Manulife

  Feb 2014 - Mar 2019

  Main responsibilities:- Manage the projects of BCS at Manulife;- Responsibility for be the stakeholders on behalf BCS at anyManulife’s project or change management;- Review, advisors for the procedures of BCS or other Depts which involves BCS- Introduce, consult new procedure/process to all of BCS nation wide- Assist to review and help Head of Dept to control KPI goals, reports and dashboard of BCSRecognition and Gains:- Excellent employee of Manulife at Q1.2018;- Completed outbound call outsourcing project for Manulife Show less Main responsibilities:- Manage and Supervisor customer service of 6 Manulife office of Northern- Coach and lead team to reach company and Dept’s KPI- Introduce, consult new procedure/process to all member of team- Assist to review and write the training documents for BCS nation wideAchievements and skills gained:- Be assessed positively by the Head of Dept: strong leader, proactive team.- Get high employee’s engagement score from teams: 98/100 points in 2017 of 12 staffs Show less

  • Assistant Manager Customer Services

    Jan 2018 - Mar 2019

  • Senior Supervisor

    Feb 2016 - Jan 2018

  • Supervisor

    Jan 2015 - Jan 2016

  • Senior Officer

    Feb 2014 - Feb 2015
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  Aviva

  Mar 2019 - May 2022

  Assistant Call Center Manager

  Main responsibilities:- Build and manage the Contact Center team of Aviva Vietnam, includes training staff and set-up the system from the beginning.- Responsibility for be the stakeholders on behalf Contact Center at any Aviva’s project or change management;- Review, advisors for the procedures of Contact Center or other Depts which involves Contact Center/Customer Service.- Review and control the Knowledge Base of Contact Center team;- Assist to build/ review and control KPI goals, reports and dashboard of Contact Center.Recognition and Gains:- Be assessed as a good leader with knowledge and passion mind by Head of Dept and all of team members.- Complete several initiatives and campaigns with Contact Center team such as privately line at Contact Center for VIP customers, The redeemable of Customer Care Programe, consistency The practice of Outbound calls. Show less

• 

  Manulife

  May 2022 - now

  Assistant Quality Assurance Manager