Nhan Pham Email & Phone Number

In my role at VinHMS, I provide comprehensive support to the CEO, ensuring efficient daily operations and strategic alignment across our team. My responsibilities include high-level project management, detailed research, translation services, and data analysis to drive informed decision-making. Leveraging 10 years of experience in executive support and customer service management, I excel at coordinating cross-functional teams and managing key projects, including digital transformation and event partnerships. I'm passionate about optimizing processes, maintaining seamless communication, and contributing to the dynamic growth of VinHMS in the hospitality tech industry.

SaaS | B2B2C | Software Development | Hotel & OTA ManagementLead customer services 24/7 and customer experience strategies for 4 different software product lines(SaaS), with a customer file of over 40 hotels in 15 cities nationwide, and achieving a SLA over 99%, NPSover 85%, CSAT over 90%Customer Experiences Management:- Collect Data, analyze and build reports on customer insights, periodical reports on customer experienceindicators.- Design Customer Journey Map, deliver exceptional customer satisfaction across touchpoints, includingonsite experience, product development, communications, and operations.- Implement activation programs to increase number of customersCustomer Services Management:- Manage a 24/7 contact center including hotline, email, live chat with nearly 15 shift-based employees to handle customer requests.- Building an omni-channel customer management system across multiple channels on the sameplatform to optimize customer experience and unify data for in-depth analysis.- Meeting with customers in person to implement new software, including cutting off the old software,processing master data, and providing business training for customers.- Analyzing customer requests data to collaborate with the product team to improve software andtroubleshoot errors.- Manage customer services P&L (Profit and Lost)- Lead the quality management of service delivery from each employee (QA Scoring) by scoring eachcase to ensure that the information provided by employees to customers is consistent in attitude,service standards, and product information.- Monthly one-on-one communication with each employee to develop individualized personaldevelopment plans, including skill development, professional knowledge, or career orientation

Ho Chi Minh City, Vietnam

SaaS | B2B2C | Software Development | Hotel & OTA ManagementLead customer services 24/7 and customer experience strategies for 4 different software product lines(SaaS), with a customer file of over 40 hotels in 15 cities nationwide, and achieving a SLA over 99%, NPSover 85%, CSAT over 90%Customer Experiences Management:- Collect Data, analyze and build reports on customer insights, periodical reports on customer experienceindicators.- Design Customer Journey Map, deliver exceptional customer satisfaction across touchpoints, includingonsite experience, product development, communications, and operations.- Implement activation programs to increase number of customersCustomer Services Management:- Manage a 24/7 contact center including hotline, email, live chat with nearly 15 shift-based employees to handle customer requests.- Building an omni-channel customer management system across multiple channels on the sameplatform to optimize customer experience and unify data for in-depth analysis.- Meeting with customers in person to implement new software, including cutting off the old software,processing master data, and providing business training for customers.- Analyzing customer requests data to collaborate with the product team to improve software andtroubleshoot errors.- Manage customer services P&L (Profit and Lost)- Lead the quality management of service delivery from each employee (QA Scoring) by scoring eachcase to ensure that the information provided by employees to customers is consistent in attitude,service standards, and product information.- Monthly one-on-one communication with each employee to develop individualized personaldevelopment plans, including skill development, professional knowledge, or career orientation

Ho Chi Minh City, Ho Chi Minh City, Vietnam

Ecommerce | In-house Logistics | E2ELead the customer services team of the top 5 Ecommerce in Vietnam in the first quarter of 2019 with over 20 employees handling over 2000 contacts per day through multiple channels including hotline, email, livechat, Google reviews, Facebook, and website reviews and achieved: Net Promoter Score (NPS > 70),Customer Satisfaction (CSAT > 95%), Abandoned Rate (ABR < 3%), First Contact Resolution (FCR >60%)Customer Services Management:- Converting to the Salesforces system, including building a report, knowledge base, ticket processingflow, service metric measurement tools, and team performance.- Collaborating with related departments to develop SOP for operations, payment, shipping, returns,complaint handling, industry-specific promotions, and other company policies.- Handling media crises or critical complaint issues- Optimizing the work productivity of employees (Productivity Hotline > 90 calls/agent, ProductivityOnline > 120/agent).- Collaborating with the QA team to control the service quality of employees and conduct trainingsessions to update knowledge, SOP, professional skills, and new promotions.Customer Experiences Management:- Lead the customer loyalty program- Lead mystery shopping to experience the internal services provided to customers in order to gain themost authentic insights and improve the service quality.- Design Customer Journey Map, deliver exceptional customer satisfaction across touchpoints, includingin-app experiences, logistics, return & warranty,...- Analyze competitors including public information, internal processes of competitors, software, andperformance indicators of competitors, and acting as a customer to experience the competitor'sproducts in order to gain objective insights into the market and compare them with the company'sservices.- Collaborating with VinAI to build an AI chatbot to enhance customer experience, reduce workload foremployees, and save costs.

Ho Chi Minh City, Vietnam

Ecommerce | In-house Logistics | E2ELead the customer services team of the top 5 Ecommerce in Vietnam in the first quarter of 2019 with over 20 employees handling over 2000 contacts per day through multiple channels including hotline, email, livechat, Google reviews, Facebook, and website reviews and achieved: Net Promoter Score (NPS > 70),Customer Satisfaction (CSAT > 95%), Abandoned Rate (ABR < 3%), First Contact Resolution (FCR >60%)Customer Services Management:- Converting to the Salesforces system, including building a report, knowledge base, ticket processingflow, service metric measurement tools, and team performance.- Collaborating with related departments to develop SOP for operations, payment, shipping, returns,complaint handling, industry-specific promotions, and other company policies.- Handling media crises or critical complaint issues- Optimizing the work productivity of employees (Productivity Hotline > 90 calls/agent, ProductivityOnline > 120/agent).- Collaborating with the QA team to control the service quality of employees and conduct trainingsessions to update knowledge, SOP, professional skills, and new promotions.Customer Experiences Management:- Lead the customer loyalty program- Lead mystery shopping to experience the internal services provided to customers in order to gain themost authentic insights and improve the service quality.- Design Customer Journey Map, deliver exceptional customer satisfaction across touchpoints, includingin-app experiences, logistics, return & warranty,...- Analyze competitors including public information, internal processes of competitors, software, andperformance indicators of competitors, and acting as a customer to experience the competitor'sproducts in order to gain objective insights into the market and compare them with the company'sservices.- Collaborating with VinAI to build an AI chatbot to enhance customer experience, reduce workload foremployees, and save costs.

Shopee Project

Lead the 24/7 hotline team for the Shopee project - Top 1 E-commerce with over 80 employees, 4 teamleaders handling over 5000 contacts per day and achieved Customer Satisfaction (CSAT > 95%),Abandoned Rate (ABR < 5%)_Manage a 24/7 hotline team with nearly 80 shift-based employees to handle customer requests_Support Operation Manager in achieving business goal._Manage day to day operations within the customer service team including process escalation, quality checking and staffing needs._Build team spirit for a team with 80 members._Continously implement new or innovate existing process to impro KPIs (CSAT, CQM, SLAs,...), customer experiences, effiency performance._Develop new training plan to improve customer service quality._Forecasting the volume of workload daily and peak period._Finding gaps in the process and offering the best solutions to maximize capacities for improvement._Coordinate with other departments to achieve company’s business goal.

Supervise the Front-Desk Customer Service team at CFYC District 1 (Le Lai) and UFC District 2 (Thao DienPearl), the leading fitness service centers in Vietnam and achieved 2 times of Rising Star, 2 promotionsfrom Receptionist to Member Services Officer to Member Services SupervisorCustomer Services Management:- Represent the company to explain the terms and conditions of the contract and signing the servicecontract with customers.- Welcome customers to the center and serving them according to the standard benefits correspondingto each membership.- Handling complaints related to benefits, sales, and after-sales, thief or incident report.Manage GroupX and Yoga classes, PT Services at the center to ensure workout time, quality, andenvironment for members.- Lead monthly event including decoration, food and drinks, and accompanying activities to increasemember satisfaction and boost sales for the Sales team.- Manage the cash flow of the center, including collecting contract payments, checking and handing overto the bank.- Conduct training sessions to update knowledge, SOP, professional skills, and new promotions.Operational Management:- Manage inventory, including all equipment, office stationaries, materials, and supplies.- Lead the maintenance, proposing replacement or removal.- Control cleaning and security services at club- Manage all expenses/revenues of the club.

Certificate, Introduction Information System Management

Bachelor Of Business Administration - Bba, Business Administration, Management And Operations

Activities and Societies: Secretary HoChiMinh Communist Youth Union Of Falcuty of Business Administration Van Lang University Event.