Mai Vu Email & Phone Number

● Performed the Tier-1 customer service (Concierge) in the Student Connect service model via allchannels (face-to-face and phone) and answer first-level inquiries of current students and family (15-40 inquiries per day)● Utilized knowledge management systems and databases to effectively resolve customer inquiries.● Contributed to data accuracy by maintaining detailed records of customer interactions and service outcomes.● Delivered university documentation to customers, and instructed students to use the self-service RMIT Connect online portal and other RMIT student systems

Hanoi, Hanoi, Vietnam

- Consistently administered surveys to an average of 200 students per week - Supported and encouraged student participation in course experience surveys, employing active listening techniques to clarify questions and address concerns- Maintained daily communication with survey officers, providing progress updates and promptly troubleshooting any issues encountered during student interactions, ensuring efficient data collection

Hanoi, Hanoi, Vietnam

● Collaborated with mentors and staff to develop and coordinate activities and workshops to raiseawareness about mental health, work-life balance, safer community, and diversity (2-3 workshopsper semester with 20-50 students attending)● Conducted the 'Body Image Issue' campaign, reaching over 300 students through presentations, workshops, and social media posts, fostering body positivity dialogue and support.● Accommodated in hosting ‘Me Time Monday’ live chat session by guiding 5-10 students each week through personal challenges and providing resources for navigating university life.issues relating to the study, university life (5-10 students per session)

Melbourne, Victoria, Australia

- Responded accurately to initial inquiries regarding access to RMIT services, enrollment, and fees from students and stakeholders.- Delivered exceptional service through various channels, including webchat and face-to-face interactions, managing an average of 15-40 inquiries per day, with increased capacity of up to 50-100 inquiries during peak periods.- Demonstrated strong communication, problem-solving skills and the ability to work with people from various backgrounds, ensuring effective resolution of inquiries and maintaining a high level of customer satisfaction.

Hanoi, Hanoi, Vietnam

- Screened and shortlisted applications, conducted interviews with candidates and onboarded new recruits- Oversaw all aspects of club administration, including mail handling, attendance records, and document management

Hanoi, Hanoi, Vietnam

- Provided outstanding customer service to prospective students and parents at major career fairs (up to 300 attendees), answering questions about event's agenda and ushering.- Conducted campus tours, basic consultation and current student's sharing sessions, offering insights into RMIT's infrastructure and course programs, effectively showcasing the university's offerings to prospective students.

Hanoi, Hanoi, Vietnam

- Member recruitment process- Member development - Club bonding activities - Support club's event management

Hanoi, Hanoi, Vietnam

- Provided academic support for 15+ students from age 4-10. - Assissted teachers with planning activities and examinations

Bachelor'S Degree, Human Resources Management

Bachelor'S Degree, Human Resource Management

Exchange students at RMIT University. Melbourne campus, Australia