As Manager of Operations Transformation, I specialize in optimizing business processes and driving operational excellence for clients. My dual role in Headhunt enables me to align top talent with organizational needs, ensuring both people and processes are optimized for sustainable success. By collaborating with cross-functional teams, I help businesses streamline operations, reduce costs, and improve performance.

BYL is a leading Operations Consulting firm dedicated to transforming and scaling organizations. Our expertise includes strategic planning, operating model design, and optimizing business processes while building high-performance teams. Partnering with us will pave the way for your business to achieve operational excellence and deliver exceptional experiences for both your customers and employeesConnect with us to explore our services further:1. Operating Model Design2. End-to-End Process Improvement3. HR Consulting4. HR Outsourcing5. Headhunting

CMC Telecommunication Infrastructure Corporation (CMC Telecom) was established in 2008 and is jointly owned by Vietnam’s CMC Group (a leading ICT firm with 25 years’ operating history in Vietnam) and TIME dotCom (Malaysia’s second largest fixed-line telecom service provider).Responsibilities:Lead and manage all functions of Customer Database to drive business sustainably including- Customer Database Management- Customer Information Management- Customer Service Digital Transformation- Customer Care Process Optimization- Data Analysis and Business Analysis- Customer Data Continuous Improvement and Automation

On is Vietnam's leading technology ecosystem, providing comprehensive solutions for online sellers including shipping services, financial services and sourcing. With a mission to help online sellers thrive and sustain in the context of a constantly changing market.Responisibilities:- Lead the Customer Service, Partnership Management, and Business Analytics departments to drive seamless operations and strategic growth.- Manage partnership frameworks, building and strengthening collaborations with key stakeholders to enhance service offerings.- Develope and refine analytics dashboards for revenue tracking, trend forecasting, and customer service improvements to support data-driven decision-making.Achievement:- Successfully implement the integration of On Group and TopShip, aligning systems and workflows to maximize operational synergy and improve service efficiency.

CMC Telecommunication Infrastructure Corporation is a leading provider of telecommunication infrastructure solutions, specializing in designing, building, and managing critical networks and communication systems across various sectors.Responsibilities:- Lead and manage the customer service department, with a focus on building and maintaining customer data systems for improved service delivery.- Oversee and manage all customer-related documentation, including sales contracts and records.- Develop and enhance dashboard systems based on customer data to track revenue, debts, and predict customer consumption patterns, proposing tailored customer care strategies.- Collaborate with other department managers to identify areas for improvement in customer service and overall efficiency.- Assess and design the organizational structure of the customer service department to align with the company’s growth objectives.- Recruit, train, and develop team members, ensuring optimal performance, and provide ongoing coaching and support to maximize efficiency.Achievement:- Standardized and optimized the customer data management process, improving data accuracy and operational efficiency.- Led the conversion of 10 years of paper records to digital systems, enhancing data access and management.- Developed and implemented revenue and service disruption dashboards to support data-driven decision-making for executives and sales directors.- Introduced automated alerts for data integrity and document management, boosting proactive operational control.- Automated document management processes, reducing overdue contract debts from 78% to 52% through alerts and penalty notifications automatically.

IDEMITSU LUBE VIETNAM COMPANY LIMITED is a leading supplier of high-quality lubricants and automotive products.Responsibilities:- Build and train a high-performing customer service team to ensure timely and efficient handling of customer inquiries, orders, and delivery schedules.- Develop and optimize logistics and supply chain processes, including inventory management, order fulfillment, and coordination of shipments to suppliers and customers.- Manage key operational metrics and track team performance to ensure service quality and continuous improvement.- Collaborate with cross-functional teams to streamline operations, focusing on inventory control, order management, and transportation efficiency.- Oversee warehouse activities and set optimal stock levels to guarantee on-time deliveries and support customer satisfaction.Achievement:- Developed and implemented a safety stock index to optimize inventory management, along with setting up automated stock replenishment alerts. This system ensured timely importation and warehouse transfers, resulting in a significant improvement in on-time delivery performance, from 92% to 98%, including imported goods.

Mercury Logistics Vietnam Company Limited is a prominent logistics service provider offering comprehensive solutions for freight forwarding, customs clearance, warehousing, and supply chain management.Responsibilities:- Lead, motivate, and supervise the Customer Service team to ensure timely and consistent responses to all customer inquiries, meeting performance standards.- Oversee the recruitment, training, and management of the Customer Service and Freight departments.- Establish and negotiate contracts with overseas agents, shipping lines, airlines, and national suppliers to secure competitive rates and foster long-term partnerships.- Plan department development by researching market trends, assessing client demands, and keeping track of competitors' services.- Promote the company's services within the logistics network, seeking new cooperation opportunities with overseas partners.- Advise the Board of Management on operational strategies, including overseeing office coordination and budget management.Achievement:- Standardized all operational processes and documentation for the Customer Service Department, ensuring seamless and efficient workflows.- Established a reliable overseas agency system project and successfully set up the nominated cargo route for the company, handling shipments designated by overseas partners and generating monthly revenue between $5,000 to $8,000.- Successfully managed and executed the company's largest air freight orders, with shipment volume of up to 7 tons, 9 tons and 15 tons per shipment.- Awarded 2013-2014 Excellent Young Manager at Mercury Logistics.

Vietnam Latca JSC established in 2009 and headquartered in Hanoi, specializes in manufacturing and exporting calcium carbonate and limestone products, along with masterbatch fillers. Responsibilities:- Develop and implement logistics processes and coordinating container transport via sea and air from warehouses and manufacturing sites.- Manage relationships with domestic clients and suppliers, ensuring high service standards and cost-effective solutions.- Oversee inland transportation for 120–180 containers monthly to meet export requirements.- Track and manage logistics expenses, including transportation, banking, insurance costs, and client debts.- Build and maintain partnerships with international clients and agents, negotiating competitive rates.- Prepare documentation and forms for logistics activities to standardize processes.Achievement:- Created comprehensive logistics procedures and documentation for transport coordination, sea and air import-export, customs declaration, and clearance.