Bella Dao Email and Phone Number

Achievement: - Pioneering projects (collab with other functions) that relate to agents' ticket handling and player's experience improvement with promising results and effectiveness- Handling team in new market- Leading a team that gives in-depth support to agents: manage team Workboard and productivity and development - Being the leading point of contact to any matter regarding to the game- Collaborated with other Operation functions to maintain and improve results- Keeping good relationship with Client- Mentored other Back-up Game ChampionsSkillsets- Project management- People management- Data analysis & delivering reports- Coaching agents- QA (through daily task and Internal internship for QA function)

- Game Customer Care Coordinator: communicate daily with the customer care agents to help them support players - Understand and help to set game policies like player compensations, refunds, complain resolutions, etc. · Quality of Service Agent: One of your focuses will be on investigating player reports on game stability, player quality of life and fair competition. · Community Management Support: stay in touch with the community through all official channels to help identify game issues and figure out effective solutions.· Investigation and follow up: take active part in the R&D and implementation of processes and workflows that are designed to maintain the highest standards of quality in our live player services.- Training: corporate with other stakeholders to conduct training, upskill and FGD- Game Customer Care Coordinator: communicate daily with the customer care agents to help them support players - Understand and help to set game policies like player compensations, refunds, complain resolutions, etcAchievement: Stabilizing game result: Performing daily/weekly DSAT analysis to flag to Supervisors/QA team in time Transferring knowledge in a visualized and interesting way Cultivating interest: Encouraging agents ' love for the game Side projects Managing outliers Participating in CPH improving projects that gave potential outcomes Training BUGCs Revising Self-help articles Pioneered Revamping Internal Escalation Process Publishing 'Procedure guidelines' to give agents an official reference .

Providing expert support to customers in gaming campaign (always in top performers)- handling with customers’ inquiries based on knowledge acquired at professional level (email basis, both Vietnamese and English)- attending upskill training course as requested - giving out any ideas/suggestions to support team and team membersProviding expert support to customers in gaming campaign (always in top performers) - handling with customers’ inquiries based on knowledge acquired at professional level (email basis, both Vietnamese and English) - attending upskill training course as requested - giving out any ideas/suggestions to support team and team members

Provide expert reference and information service at service points including evenings, weekends and public holidays as required - Provide support to colleagues, lecturers and students in accessing the e-library; solving the complex and diverse problems relating to circulation and information services (daily basis) - Looking for new updated online resources and giving guideline for LRC users as soon as there is any changes - Working with partners in any athen and/or blackboard matters to support lecturers and students in timely fashion (semesterly and update whenever any issue) - Manage library printed resources, online resources, equipment, and other facilities in the Learning resources centre (daily basis) - Planning and ordering textbooks and reference books in time and at proper number (3 months before the commencing of the new semester) - Finalise regulations for uploading on website; establish other relevant regulations and policies for the Learning resources centre (2 weeks before the commencing of new semester) - Proposing solutions/plan to ASM and the Dean to improve better services at LRC - Ready to support other team members in peak time to ensure the performance of the teamProvide expert reference and information service at service points including evenings, weekends and public holidays as required

Take care of teachers in several ranges:- arranging teachers and teaching assistants’ schedule due to their availability- following up teachers’ teaching progress and report to manager- making sure all the operation run smoothly and effectively: taking care of teaching assistants' tasks, deal with questions from staffs- solving arising issuesAssist to Senior academic manager in:- Recruiting Teachers and Teaching assistants:+ selecting from prestigious sources, arranging and holding interviews/demo classes with potential candidates+ preparing and storing documents and papers required, also instruct and assist staffs in using our management systems+ supporting and following up teachers with relevant paper works: health check, Vietnam background check, work permit, etc.- Dealing with incoming email, faxes, and post, often corresponding on behalf of the manager- Do daily/weekly/monthly reports as well as other reports when requested.