Binh Ngo Email and Phone Number

- Maintained a KPIs adherence to SLAs and retention rate to ensure high-quality and reliable customer service to direct and indirect customers- Developed and executed strategic customer service initiatives aligned with the organisation's goals and objectives.- Managed a team of 40 members and enabled team member’s professional and personal development through performance evaluation, training, coaching & feedback- Maintained in-depth knowledge of company web/app products, with a particular focus on the software and tools utilized by the Customer Experience department to enhance service quality and efficiency- Evaluated customer service quality through surveys and scoring to improve customer and bus operator’s experience

Senior CE Manager- Managed a team of approximately 30 members.- Refined team structure by creating specialized sub-teams and took on responsibility for the Payment team.- Established KPIs for teams, monitored performance, and ensured the targets were met.

CE Manager- Enhanced internal work systems and call center operations.- Reorganized team structure and optimized processes to boost revenue.- Trained team leads to manage smaller teams and developed trainers to onboard new employees.

- Contributed to the development of an internal ticketing and customer support system, including the establishment of a 1900 hotline.- Recruited and trained customer service staffs. Supported recruitment for other company positions including IT, accounting, etc.- Developed work procedures for ticket sales and customer service, managed call center scheduling, monitored quality, and calculated bonuses.

- In charge of SEO-optimized content introducing bus operators.- Managed phone operations, answered incoming calls and provide callers with the requested information.- Coordinated with bus operators to reconcile ticketing accounts and process payments.- Assisted in establishing an offline ticketing office at Thủ Đức University Village, including recruiting, training part-time employees, and developing work procedures.