Do Thi Ly Email & Phone Number

Ho Chi Minh City, Vietnam

- Ensure identified operational risks are assessed, root causes identified, financial impacts calculated, and issues and corrective actions plans are developed and implemented within the given deadlines. - Evaluate strengths and weaknesses of existing controls and provides recommendations on opportunities for improvement. - Collaborate with company key projects team, deliver operational risk assessment to balance risk and company growth and customer experience. - Conduct Risk Control Self-Assessment (RCSA), analyze and consolidate result, generate comprehensive reports to management. - Proactively partner with the related units to identify and develop policies and procedures in relation to operations risk control, make sure these policies and procedures are in line with requirements of risk management regulatory - Responsible for building internal document so that internal activities are implemented in line with approved regulatory

Vietnam

Customer Service and Quality Control- Responsible for monitoring the quality of handling customer complaints/requests, liaising with relevant departments to solve problems, following up on ongoing cases, to improve customer satisfaction level.- Responsible for supervising CS Agents in providing customer support via Email/Chat channel- Coordinate with department to customize and optimize processes based on company standard policies and procedures to ensure full support enough and maximize customer satisfaction.- Participating in projects to build system, develop new product, review BRD in the aspect of BU as: CRM, Pega CSM,...- Work with vendors to handle arising issues related.- Review and recommend modifications in the customer journey to increase the experience, streamline the processing process to better support customers- Analyze statistics and compile accurate reports related to complaint/request handling/digital channel- Regularly conduct cross-checking and training for Customer Service Specialists to ensure the quality of advice.- Undertake other tasks assigned by line manager.Risk and Compliance management- Ensuring operational process and risk management at CS dept- Monitor and report promptly if there are problems that may lead to risks

Training- Develop and training onboard program on product for new staff. Training soft skills and re-train CS mature.- Build a training roadmap for each staff level and fit working time- Support superior in building and improving customer service process, improving the quality of customer experience.- Analyze the situation at the Customer service Department and develop Refresh Training programs in each stage to refresh and update knowledge.- Experience the customer reception through the call to more complete the development of documentation and Training process.Quality Control- Conduct call/email quality assessment of CS teams at the customer service department.- Coaching, feedback, sharing, training professional and skills for CS.- Edit documents, contribute to change customer support processes.- Support for training and guidance for new staff.

Bachelor, Economics

Quan Tri Kinh Doanh Thuong Mai