Lien Phan Email & Phone Number

Hanoi, Hanoi, Vietnam

- Researching and working on Customer Journey Design for whole digital experience and each product/ service- Studying on Customer Experience and Customer Services- Running & Involving as a key member in the key digital transformation projects, such as: CRM, Bot Platform, Service desk and other new products/ services launching.- Designing, planning and running initiatives, projects and programs on Customer Experience, Customer Services (Contact Centre, CRM, Voice of Customer, Loyalty...)- In charge of Primary & Secondary research activities include qualitative research (e.g. in-depth interview, focus group discussion) and quantitative research (e.g. surveys, customer analytics) to collect insights and actual customer needs & wants for business plan.- Collaborating with other departments/ units to establish the set of internal policy on Customer Services Standard.- Working directly with Tech vendors or IT team to deliver business requirements to design & implement the system, products or services.- In charge of consulting UI/ UX for App/ Web Interface or Product Development projects co-operating with other internal units (Product team, DevOps IT...)- Designing and running Training programs on Customer Experience and Customer Services (for employees in team, also for others in Direct Sales & Operation departments)- Tracking and following up the performance of business units and other operation units on Customer Experience and Customer Services.- Always keeping an eye on Customer experience as measuring Customer satisfaction & engagement via metrics: NPS, CES, CSAT on total number of VPS users – More than 300,000 users- Monthly updating the progress of existing projects to BOD.- Proactively conducting the research to update market/ field trends to BOD for timely business development decision.

Vietn

- Tracking and following up business performance of branches in the region taking into account . Based on that, designing and building up training, coaching and pushing sales programmes- Co-operating with managers in the aim of well carrying out sales stimulation programmes at branches- Frequently following and tracking the performance of sales forces after training, as well as supporting branch managers after sales stimulation programmes- Introducing and delivering the new policy and regulation of products/ services and promotion to branches- In charge of setting up and operating the training classes of selling skills and product's understanding- Co-coordinating with other teams and departments to well carrying out sales stimulation programmes at chosen branches.

Bournemouth, United Kingdom

o During the gap of a year studying in the UK, I have worked part-time to enhance my English, communication skills, widen my knowledge about other industries, as well as experience and understand international working environments and cultures.o Worked proactively and efficiently in my responsibility and in a team as well in order to provide great customer services and contribute boosting the revenue and the profit of the company

Vietnam

o Collect, analyze and assess documents related to customer lending for both individuals and businesses to ensure they comply with all legal State Bank and VIB regulations.o Identify and forecast potential risks related to customer loans o Accurately record all data and activity with an exceptional understanding of data protection regulationso Reporting directly to senior and compiling financial reportso Awarded for staff with excellent performance in 2015.

Vietnam

• Deal with customers and advise them on various banking and financial products and services offered by the bank. • Responsible for seeking lending customers. Collect and analyze customer information, then make decisions about loans. Support customers completing procedures in the process of lending and after the draw-down.• Review and supervise loan documents of a transaction department, which is controlled by Hai Phong branch.• Maintain relationship with existing and current customers, and develop potential and new customer database.• Work proactively with Sales manager to ensure sales targets according to plan period.

Vietnam

• Establish marketing strategy for planned period• Responsible for contents of company’s website• Collect and translate fashion articles from foreign sources

Vietnam

• Collect and analyze documents of lending customer information• Prepare related documents and procedures for loans• Contact to provide for existing and current customers information about loans, regulation changes, and other necessary information.

Master Of Science - Ms, International Risk Management And Finance, Distinction

Activities and Societies: • Class Representative of MSc Finance framework • Volunteer for Bournemouth's Visual Effects, Animation.

Bachelor'S Degree, Banking, Corporate, Finance, And Securities Law, 3.34/4

Activities and Societies: • Leader of External Affairs Division of Korea Discovery Club (2009-2011) • Leader of Communication Division.