Giang (Riley) Du Email & Phone Number

Ho Chi Minh City, Vn

Ho Chi Minh City, Vn

Ho Chi Minh City Metropolitan Area

Product Owner – Digital Contact Center (Genesys Cloud)o Worked with AIA Group to build a brand-new infrastructure and network connectivityo Brought Text-to-speech to IVR to bring better services and enhance customer satisfactiono Designed and lead a team of eight to implement a fully integrated product between Dynamics365 (D365) and Genesys Embeddable Frameworko Centralized fragmented information from 5 systems to D365 to provide 360o customer’s viewo Smoothened operational activities for 60 users and reduced handling time by 40%o Became first country (in AIA Group) to fully automate Call, Email & ChatOther deliverables:o Transferred successfully all transactional SMS to ZNS to save 60% of OPEXo Implemented new design framework to official corporate website www.aia.com.vno Built seamless lead conversion tunnel from social platforms to suitable agency

Ho Chi Minh City, Vietnam

Project Manager - AIA+ & Vitalityo Initiated and consulted best approaches for all requirements to ensure timely project deliverables.o Delivered AIA+ application on both mobile app (iOS & Android) and web-based version timely and effectively with 90% adoption rate.o Designed and operated hotline support with 48-hour TAT via Jira Service Desk to resolve 130 internal issues during launching events.o Supported Usability Testing (UT) to satify Group Design Standard and localized UX.o Strategized launching activities and daily operations to ensure smooth transitions for internal operators and customers.

Vietnam

Product Owner – Artificial Intelligence Call Center o Implemented PaaS AICC to fully automate end-to-end Outbound Call for Customer Service (CS)o Operated monthly 2.5 million calls for Collections supported full debt-bucket use case.o Automated more than five hundred thousand calls for CS and Payment Outbound Process.o Facilitate a team of seven members to operation AICC daily from operating to quality assurance.Product Owner – Omnichannel Chatboto Trained and developed Chatbot on “Omni channels” to answer customer’s inquiries and request on Personal Loans, Credit Cards and Bancassurance such as website, ZaloOA and Messenger.o Implemented eKYC journey on Chatbot to shorten inquiring and requesting time by half.o Designed a journey to promote Cashless Repayment with Momo, SmartPay and ZaloPay.Functional project management tasks:o Facilitated migrating two on-prem core systems and data to the cloud.o Enhanced CS CRM and Collections CRM functionally to automate operational processes between CS, Collections, Payment and Contract Processing Departments.o Operated and enriched collections data via digital data and data partners.o Centralized all fragmented platforms into a cloud Collections core system.

Vietnam

Fully Digital Lending Platform ($NAP)o Analyzed and created innovative products for digital-only customers.o Initiated and improved drop-off handling on digital customer journey with Customer Service.o Leveraged eKYC (Facial Recognition) with lead generation process to retarget customers.Customer Relationship Management (CRM) and Marketing Automation Platformo Configured and delivered a platform to acquire, track, nurture and follow up leads.o Developed workflows for both Customer Service and Sales to ensure leads to nurture correctly.o Developed SMS automation-based customer's journey to increase customer's engagement.o Analyzed data to extract customer's insights and increased conversion rate by 2% in a month.Other projects:o Developed a mini RPA tools for HR Data Entry Project (Bluerism, AA & Uipath)o Applying OCR technology for optimizing MRC process.

Ho Chi Minh, Vietnam

- Researched and developed mobile applications using Xamarin.Forms- Used MVVM design pattern to create a fully functional application with Carousel View bar.- Created customized renderers for different Operational Systems (Android and iOS).- Delivered Phase 1 of a pharmaceutical mobile application.

Greater Seattle Area

Operated an active community for international, transfer and commuting studentsCoordinated activities for Reidy Collegium in each quarter with four other Community LeadersRecorded and utilized inventories with a Collegium lead to reduce food and material wastes Created and maintained online shift-coverage form in 2 Collegia for a supervisorRecruited potential Collegium Community Leaders and Graduate Student Coordinators for Student Development Department

Seattle Central Student Leadership

Associated Student Council (ASC) is an official student government of Seattle Central College. Its purpose is to be a bridge connecting students and administrators.- Budgeted and allocated 1.75 million dollars in Student Leadership Sub Budgeting Committee with 7 students and one leadership adviser for the year of 2013-2014- Analyzed and projected technology funds in Tech Fee Committee with 2 professors and technical experts- Identified and investigated 150 issues/ concerns in Issues & Concerns Committee from student body with 11 committee members- Directed Steering Committee to recruit 10 leaders for ASC’s next academic year

International Marketing Department

- Created interactive inventory and material request forms to quickly process international material requests.- Prepared and packed marketing materials to send to agencies around the world.- Maintained and updated agency database using Microsoft Excel.- Guided and introduced Seattle Central College to potential international students and agencies.

Seattle, Washington

- Volunteered as an Computer Instructor to teach and help Vietnamese seniors use Microsoft Office- Participated with Seattle Technological Department's project about how to improve internet connection for local area.- Drafted and edited bilingual computer instruction specifically for Vietnamese seniors.- Prepared and organized 20th Anniversary Gala of Helping Link.

Bachelor Of Science (B.S.), Computer Science And Finance, 3.67

Activities and Societies: Tau Sigma, Bannan Scholarship Program

Associate'S Degree - Transferred Before Completion, Computer Science, 3.51

Activities and Societies: Phi Theta Kappa

Diploma In Commerce, Business Administration And Management, General, 3.3