Nguyen Tien Email & Phone Number

Ho Chi Minh City, Vietnam

Provide detailed contact center metrics reports to the Manager, highlighting key trends, challenges, and recommended actions for improvement.Ensure the contact center complies with banking regulations, data privacy laws, and internal policies.Set individual and team performance targets aligned with the organization’s strategic objectives.Revise the QA Matrix, Verification Matrix, and SOPs, and develop Handling Complaint PnPs and Service Level Agreements (SLAs).Offer feedback and recommendations to enhance internal processes.Collaborate with internal teams and vendors to implement system upgrades and banking procedures effectively.Manage QA training and complaint handling within the Contact Center.Manage, update, and monitor the performance of chatbots and bank application, taking prompt action to address any issues.Plan and coordinate the monthly roster and leave schedules for the entire team.Review agents’ overtime (OT) and attendance records to ensure compliance with labor policies.Conduct interviews, assess candidate competencies, and ensure alignment with the bank’s customer service standards and culture.Handle other tasks, including payment processing, document management, stationery and consumable supplies, team events, workshops, data storage, sanity testing, and workplace or hybrid arrangements...

Manage, lead, and motivate inbound agents to achieve individual and team KPIsConduct performance evaluations and provide feedback, coaching, and support to team members.Monitor agent productivity, quality of service, and adherence to bank policy.Monitor contact center indicator to ensure meet internal SLAsHandle escalated cases and provide timely resolutions.Identify gaps and arrange training to enhance the team’s competencies.

Take care of nearly 100 clients to ensure service quality and cross-selling.Receive inbound calls to determine and resolve the issues and complaints of customer.Analyze, transform and manage Client data for whole team.Rebuild the internal process and standardized Client data as ISO 27001:2013 requirement.Retain and expand customer relationships to growing sales.Monitor system to coordinate with Suppliers and Technical Team to handle incidents.Train new employees and assess the outcome.

Vietnam

Provide advice, information, and assistance to over 80 customers every day in a professional attitude.Resolve customer inquiries on the first contact.Followed up with customers by internal communication, holding reply process, and response in time.Deal with customer's inquiries, requests, orders, or complaints with patience and empathy.Identify and escalate priority issues, fraud activities, system errors, or potential complaints and suggest proper solutions.Offer customers the added products, services, or promotions that match their needs.Handle authorization tasks by contact with other departments and other banks.

Understand product and procedure of Card, Loan, Digital Banking, Insurance to deliver the best offer and service.Welcome and guide 120+ customers daily and resolve their queries quickly and effectively at Branch.Call to introduce banking product to 60+ customers/week, and support field sales activities.Be in charge of the Daily Sales Report, Referal Report, Customer Feedback of the Branch.Manage 1200 customer documents and daily correspondence comply with the bank’s policies and procedures.