Thai Dat Phung Email & Phone Number

Ho Chi Minh City, Vietnam

*Customer Satisfaction Management (CSAT)- Monitor weekly and bi-weekly CSAT and SSAT reports to track performance and pinpoint pain points.- Analyze top issues affecting customer satisfaction, proposing SOP improvements and product requirement updates.- Conduct seller visits to gather insights and identify actionable solutions to enhance CSAT.- Collaborate with cross-functional teams to elevate customer service satisfaction and experience.*Experience insight- Use data analysis (internal tool, order test, Excel, SQL) to find root causes of logistics enquiry and propose solution.*Ticket Flow Management- Oversee ticket flow between platform and 3PLs, investigating flow issues and optimizing ticket processes to ensure smooth operations.

Ho Chi Minh City, Vietnam

- Led the Tracking Status and Shipping Info Page project, achieving a 33% reduction in customer service inquiries about fake delivery attempts.- Created the Product/Feature Dashboard to consolidate and manage delivery-related features.- Evaluated delivery experience changes and validated impacts on buyers.*Key Projects1. Tracking Status and Shipping Info Page- Achieved a 33% reduction in customer service inquiries about fake delivery attempts.- Conducted UAT, live, and A/B testing to ensure feature reliability and performance.2. Buyer-Rider In-App Call Feature- Conducted problem identification and planning, coordinated with cross-functional teams for implementation.- Led UAT testing and training sessions, managed phased rollout.3. Dummy Message System Implementation- Managed the phased rollout of the feature (prepare content and CS material)- Reduced customer service ticket rate related to delivery status inquiries by 7%.

Ho Chi Minh City, Vietnam

- Developed and executed communication plans, managing over 500 tickets related to communication design.- Coordinated UAT and live testing for multiple features, ensuring user-friendly deployments.- Provided UI/UX feedback for over 40 features, significantly enhancing the delivery-related user experience.- Handled customer incidents and crises, creating effective communication strategies.*Key Projects1. PDP, OPC, OLP & ODP Revamp- Conducted quality control and communication design.- Improved user flow and conducted UAT and live testing.2. Late Delivery Compensation and Return on Spot:- Designed communication strategies to ensure clear messages to buyers about compensation policies.

Ho Chi Minh City, Vietnam

-Managed company’s social media and website, increasing engagement by 150%.-Developed marketing content for ManageEngine products and designed illustrations for marketing materials. *Achievements:- Increased engagement of SM One’s Facebook page and website by 150%.- Completed 20 posters for ManageEngine products and participated in designing product brochures.

- Managed recruitment channels and scheduled interviews for candidates.- Assisted in successful recruitment of 2 IT sales and 1 technician.*Achievements:- Successfully recruited 2 IT sales and 1 technician.- Set up more than 10 interviews.