Bryan Le Email & Phone Number

Ho Chi Minh City, Ho Chi Minh City, Vn

Vietnam

Vietnam

Responsibilities:- Design and implement service strategies for contact centers, ensuring alignment with sales initiatives and growth targets.- Build and lead a high-performing in-house service team for escalations and vendor management.- Collaborate with BPO suppliers to ensure high performance in Tier 1 and Tier 2 teams, providing customer-centric solutions.- Define core metrics, success factors, and guide the team to achieve optimal performance.- Analyze performance metrics and drive reports for business reviews.- Work closely with cross-functional teams to launch new services and enhance operational excellence.- Partner with senior leadership on continuous improvement projects.- Implement best practices, processes, and policies to meet customer demands and local regulations.- Lead and manage the team to achieve cohesion and high performance.Accomplishments:Service Performance Improvement:- Achieved top 1 performance in satisfaction and efficiency metrics.Organizational Enhancement & Team Empowerment:- Seamless BPO integration, enhancing service performance.- Implemented team-building and cultural initiatives.- Enhanced leadership accessibility with skip-level sessions.- Developed and rolled out the SD VN framework with clear KPIs and OKRs.Streamlining Service Excellence:- Launched a QA framework for SEA, adaptable globally.- Refined SOPs for buyer, seller, and creator support.- Enhanced training systems with comprehensive onboarding and refreshers.Boosting BPO Stability & Quality:- Developed advanced training modules, elevating service standards.- Implemented arbitration line and outbound call expansions, improving dispute resolution and customer satisfaction.Key Projects:- Seller Callback Initiative, Magic Workflow Implementation, and SMT Leadership.- Developed operational and risk management initiatives.- Revamped SOPs for local standards and inspection readiness.

Vietnam

Responsibilities:- Led daily operations, providing escalation support and team management.- Coordinated with Quality Monitoring and Training for comprehensive coaching.- Implemented policies to foster a productive work environment and recognized achievements.- Contributed to projects involving performance metrics analysis and service readiness.- Managed direct reports, established OKRs, and monitored progress.- Analyzed customer satisfaction trends, implementing strategies to improve results.- Monitored staff utilization, productivity, and schedule adherence.- Developed client relationships and responded to feedback.- Collaborated with various teams to optimize processes.- Maintained regular reviews with teams and stakeholders.- Worked with Recruiting to hire top talent.Accomplishments:Promotion: Advanced to Country Lead for Vietnam.Service Performance Improvement:+ Buyer/Seller/Creator satisfaction significantly improved ~ 35%+ First response times: Improved significantly across all categories.- Organizational Development:+ Established a new Customer Service team, fulfilling 100% headcount.+ Implemented onboarding and probation processes.+ Developed local SOP and QA specialists.Service Foundation Enhancement:+ Revamped QA and satisfaction analysis reports.+ Localized taxonomy for better data analysis.+ Enhanced training quality and standardized materials.Operational Efficiency:+ Set up operation guidelines and backlog clearance frameworks.+ Supported new BPO launches and task moderation.+ Collaborated with various teams for campaign preparations and crisis management.Key Projects:+ Implemented Arbitration and Appeal teams, improving satisfaction rates.+ Launched Creator SME Project and Satisfaction Improvement Project.+ Enhanced onboarding guidelines and initiated the Seller Appeal journey project.

Vietnam

Vietnam

Đà Lat, Vietnam