An Le Email & Phone Number

- Optimizing the tickets resolving strategy according to specialists’ skillset and allocate resources effectively to maintain the time to respond and satisfaction KPIs- Develop the knowledge-based content to resolve common issues- Handling enterprise accounts’ key contacts to ensure a proper support protocol with guidance for specialists to ensure the successful deployment of Kobiton solution for these accounts- Coordinate on-call troubleshoot sessions between customers and specialists.- Represent TS team to collaborate with Sales, Engineering, and Success functions- Manage, coach, and train the specialist to improve the support service capability- Responsible for enabling and delivering the TS function KPIs- Implementing customer support processes to enhance customer satisfaction.- Assessing support statistics and preparing detailed reports on the findings.- Interviewing and hiring new employees.

- Handle requests, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.- Consult best practice and work-around if the current product does not meet customers’ requirements.- Write some basic automation scripts to troubleshoot customers’ issues.- Coordinate with the development team to understand customers’ issues and get them solved.- Demonstrate products to customers and follow up with their requests.

Client Projectso Acts as key contributor in platform product implementationso Analyzes and assists in definition of requirementso Designs & creates deliverables based on technical specificationso Leads specific functions within the implementationo Interfaces with clients on tactical and functional issuesInternal Projectso Supports adjacent functions (sales, support, dev)o Assists in internal PS initiativesAdhere to governance standardso Ensures Quality Control testing is adhered too Assists with defining Confluence best practices and standardso Understands project management standardsLeadershipo Conducts product training for internal onboardingo Mentors junior staffo Proactively seeks opportunities for individual and team development

- Participate in 3 ERP software deployment projects in different positions- Directly work with customers, modify the system, take the main responsibility to build the process, deploy the Human Resource module- Support, design and develop other modules such as Accounting, Purchasing, Sales…- Participate in data management and design; support to provide business solutions, corporate governance model- Develop reports by BI Publisher- Participate in research, take the main responsibility to build Helpdesk website on Oracle's APEX

Bachelor'S In Management Information Systems, Management Information Systems, General, Distinction. Second Best In Department

Activities and Societies: Volunteer activities, BadmintonProject: Human resource management system solution: Experience in researching.

Information Technology, Distinction

Activities and Societies: Informatic team, Badminton, Basketball