Khoa Tran Dang Email and Phone Number

Reporting to the Head of Live Channel Experience, I'm responsible for the customer satisfaction and the performance of the Training, Quality Management, and Escalation Management over six ventures, including:- Manage and grow a team of 19 members, from team leaders to senior managers level, across ventures- Enable the BPO partners with AI powered tools, standardized and streamlined frameworks- Drive the quality of new hire and tenured customer support agents - Drive the service level to provide better experience for every interaction- Drive the performance of the Escalation team- Transform Training to e-learning with customized glide path- Transform QA to focus more on coaching and less on auditing with AIQA and automated end to end improvement close loop.- Transform Escalation handling from reactive to proactive with early alert system- Optimize cost through continuous process improvement

- Responsible for the performance of Inhouse Operation, Partner Management, and Training & Quality team for both Buyer and Seller side.- Drive the BPO partners performance through daily monitoring, on-time support, and pain point solving- Maintain the relationship with BPO partners through win-win collaboration- Optimize Customer Care Operation KPI through continuous process improvement and tools enhancement- Collaborate with external stakeholders to address and resolved friction in operation- Collaborate with Tech team to upgrade tool's efficiency (e.g., CRM, Telephony)- Improve and maintain the quality of customer support agents through customized soft skill training, quality monitoring.- Optimize Customer Care cost with accurate contact volume forecasting, challenging stakeholders to better manage their spending

- Responsible for the performance of Buyer and Seller support team, including In-house and BPO (~210 headcounts)- Shift the team from back-end function to a core business one through the adoption of technology and partnering with external resources.- Closely work with cross-functional managers & heads to continuously improve the customer life-cycle experience, and to ensure that they consider CX, SX when making decisions.- Closely work with BPO partners to push performance, provide the support needed, expand new line of business.- Grow small Sellers by leveraging Commercial insight- Optimize Call Center, including BPO price negotiation, setting up CRM system, KPI, bonus & penalty scheme, SOP