* Managed the entire B2B leads database on Salesforce, overseeing data organization, maintenance, and optimization.* Achieved a 50% reduction in B2B leads disqualification rate through data-driven strategies.* Enhanced brand awareness accuracy by 20% through precise data analysis and insights.* Successfully implemented Title <> Ideal Customer Profile (ICP) Library Mapping to optimize targeting.* Developed and deployed dashboards on Salesforce and HubSpot for daily tracking of progress.* Established daily tracking mechanisms for email marketing campaigns, ensuring real-time performance monitoring.* Leads data scraping initiatives with a focus on quality, quantity, and cost control.* Proficient in leveraging Apollo.io, Zoominfo, and Hunter.io for effective data sourcing.* Evaluated and optimized the lead scoring system for email marketing campaigns to enhance targeting precision.* Orchestrated data enrichment for event participants, enabling targeted pre and post-event outreach to maximize engagement.* Constructed an Ideal Customer Profile (ICP) incorporating keywords and definitions for B2B targeting.* Demonstrated proficiency in utilizing Python, MySQL, Excel, and Tableau for comprehensive data analysis and visualization.

• Managed student engagement and satisfaction levels to contribute to the company's growth. • Successfully organized and executed six offline events, resulting in a significant increase inmonthly sales with 25% of the total revenue generated from these events, demonstrating strong analytical skills and a data-driven approach.• Maintained a student engagement rate of over 70% through continuous data analysis and innovative engagement tactics, leveraging data analysis skills.• Oversaw the monthly onboarding process for students in Vietnam and Thailand, coordinating with various teams to ensure efficient and streamlined processes, while tracking relevant KPIs.• Analyzed data to handle all communication related to student queries and problem resolution, ensuring all issues were addressed in a timely and effective manner.• Conducted several successful talk shows and workshops for students at zero cost, leveraging data insights to provide valuable learning opportunities for students and enhancing their overall learning experience.• Contributed to an increase in conversion rates by supporting the sales team with data analysis and demonstrating the learning platform and showcasing the learning journey to prospective learners.

• Managed customer experience and satisfaction at 3 hospitals, leveraging data analytics to identify key pain points and develop targeted improvement strategies.• Developed and implemented a CRM system and Call Center, utilizing customer data to drive personalized engagement and increase retention rates.• Led a team of 12+ staff and effectively communicated with cross-functional departments to ensure seamless customer interactions and efficient operations.• Developed internal policies and procedures, as well as a Customer Journey map, to optimize customer experience and drive business growth.• Successfully launched a brand new hospital in Tayho Hanoi, utilizing market research and data analysis to identify the optimal location and customer demographic.• Monitored and managed departmental budget, leveraging data insights to maximize ROI and drive efficiency.• Completed various special projects assigned by the Board of Directors, including event planning, workshop facilitation, and office decoration, using creativity and data-driven decision-making to drive successful outcomes.• Overall, my experience as a Customer Experience Manager at Animal Doctors International has equipped me with the necessary skills in data analysis, customer engagement, and cross- functional collaboration to excel in Data Science and Business Analytics roles.

• Reported directly to the Director of Quality Assurance – Vinpearl Head Office.• Conducted quality audits on 21 Vinpearl properties across Vietnam from May until July 2020 (Ha Noi, Ha Long, Hai Phong, Da Nang, Hoi An, Hue, Nha Trang, Ho Chi Minh, Phu Quoc), utilizing data analysis and exploratory data analysis (EDA) techniques in Excel to identify patterns and trends.• Collaborated with Area Directors of Operations to develop post-audit action plans to address identified issues and opportunities for improvement.• Monitored the closing check-list of temporary closure properties in Phu Quoc, leveraging data analytics to ensure timely and accurate completion.• Contributed to the development and implementation of new brand standards for 5, 4, and 3-starproperties based on data-driven insights and customer feedback.

• Oversaw Quality Department and Hotel Call Center operations for Holiday Inn & Suites Saigon Airport, which opened below budget and on time while following IHG Brand Standards for Fire Life Safety, service, and product.• Reported directly to Executive Assistant Manager and coordinated audits of various hotel areas according to Intercontinental Hotels Group Brand Standards.• Led the Departmental Trainers Committee and implemented programs to continuously improve processes.• Participated in the Orientation course to explain hotel operations and quality programs such as Intercontinental Hotels Group Guest Love and Brand Standards.• Generated daily guest satisfaction reports with accompanying surveys and comments in electronic media.• Analyzed data and trends to improve guest satisfaction results by gender, age, nationality, hotel sectors, purpose of stay, season, and services used.• Used insights from data analysis to inform decision-making and identify areas for improvement in customer experience and quality assurance.• Collaborated with cross-functional teams such as Accounting, Sales, and Marketing to improve hotel operations and customer satisfaction.

• Collect and analyze customer feedback data from various sources (surveys, social media, etc.) to identify areas of improvement and suggest solutions to increase guest satisfaction.• Use data to forecast demand for different room types and packages, ensuring optimal inventory management.• Monitor and analyze booking patterns and trends to identify opportunities for upselling and cross- selling.• Use data to identify VIP guests and personalize their experience to increase their satisfaction and loyalty.

• Use data to identify trends and patterns in guest complaints and concerns, and develop action plans to address them.• Monitor and analyze NPS scores to identify areas of improvement and suggest solutions to increase guest satisfaction.• Use data to optimize check-in and check-out processes and minimize wait times.• Analyze sales data to identify revenue opportunities and optimize pricing strategies.• Use data to identify security incidents and recommend measures to prevent them from happeningagain.

• Effectively communicate between departments within a 366 room property• Exhibited problem solving ability to prevent service failure• Utilize decision making ability to ensure guest satisfaction• Drive Tripadvisor to elevate hotel ranking

. Shadowed all departments in Omni: Banquet, Kitchen, Finance, Human Resource, Housekeeping, Outlets, Revenue, Front Office, Spa.. Acquired Omni Values and Culture.. Developed professional leadership skills.

• Mastered time management skills by meeting daily room assignments• Worked as a team to ensure guest public areas meet Hilton standards• Knowledgeable about all cleaning chemicals to meet industry safety standards

• Delivered excellent service as a cast member ensuring all guests have a magical experience• Followed Disney luxury standard for cleaning rooms• Resolved any service issues in a timely manner resulting in guest satisfaction