Manh Do Email & Phone Number

- Delivered both quantitative and qualitative research from E2E; typical projects are including but not limited to Product Concept Test, Media Crisis Impact Evaluation, Customer Satisfaction Benchmarking- Monitored & led deep-dive data analysis of Customer Satisfaction Score (NPS) in 3 Operational Touch points.- Led Healthcare Claim Journey Mapping Project, and successfully generate issues/hypothesis impacting Customer Experience throughout the whole journey.- Collaborated with DA&I and Actuary to conduct framework & model utilizing Rule-based & Machine Learning Techniques to identify customer segments for acquisition and retention, impacting directly strategic KPIs of customer growth & customer retention.- Led project building E2E Customer Dashboard

Ho Chi Minh City, Vietnam

- Managed "Critical Complaints Handling Project" including building handling process, deliver weekly reports and facilitate high-level update meeting to solve 100% critical complaints (4000 cases) and reduce TAT by 5 times (35 days/case to 7 days/case).- Facilitated "Crisis Management Project", in detail, providing immediate resource to Call Center, ensuring stability of Operations Server, & preparation of long-term plan to reduce abandoned rate of Contact Center from 20% to 6% in 2.5 weeks.- Supported Operations & Customer Experience Department in Customer Experience Transformation Project to come up with 4 initiatives in improving Customer Experience in Claims & Servicing Journey.

Ho Chi Minh City Metropolitan Area

- Built UI/UX research to redefine user journey & identify MVP for new sales platform (ePOS) development - Reviewed newly released features' UI/UX of Super App for Agents (PRUForce) to ensure user-centricity- Led ATL activities including event and livestream series to increase and maintain MAU of around 10.000 users/month

- Conducted secondary research related to logistics, tax and competitive landscape of relevant niche-markets that client want to enter. - Built discussion guides and facilitated qualitative research with experts - Prepared use cases in new business ventures of relevant industries and companies for clients

Hanoi, Thành Phố Hà Nội, Vietnam

- Supported Customer Service Manager to draft Problem Escalation Process & Handbooks for Customer Service Staff- Co-designed event service allocation plan - Supported pre-launch event for 300 VVIP Guests with MarCom Department