Thao L. Email & Phone Number

Ho Chi Minh City, Vietnam

- Streamline global SOPs for Service Delivery team, resulting in a 50% increase in productivity- Manage Crimson’s global team of 10+ operations, training, and quality assurance advisors- Work closely with the Director of Customer Success to optimize customer experience at all stages of their journey- Launch various global projects in collaboration with the Tech team to introduce new features to the CRM system, improving the user experience of clients and automating workflows for the internal team

- Created, planned and reviewed service products to expand educational opportunities in various markets- Standardized and streamlined global client-facing initiatives, specifically reducing 100% efforts for NPS surveys- Built training decks and ran departmental quality control initiatives to ensure high efficiency across team

- Built from scratch and managed a team of 10 Customer Success Associates- Provided resolution to client escalations and helped retain revenue- Launched departmental initiatives to standardize student journey and provide high-quality learning resources

Ho Chi Minh City, Vietnam

- Monitor students and mentors’ performances and ensure client satisfaction with regular check-ins- Provide mentorship, training, and support to newly on-boarded Student Success Managers- Liaise internally and externally between students, families, and the consulting/mentoring teams to problem-solve clients’ concerns and inquiries- Create, plan, and review service products to expand educational opportunities in the market- Manage client journey via online educational management system (Crimson App) and customer relationship management system (Salesforce)

Ho Chi Minh City, Vietnam

- Assisted in strategizing, localizing, and executing marketing campaigns for local and regional event- Contacted sales leads, consulted clients as assigned, and performed sales automation (Salesforce)- Conducted local market research and compiled country-specific data about admissions processes

Ho Chi Minh City, Vietnam

Bryn Mawr, Pennsylvania, United States

- Managed, hired, and trained 150 student workers and supervisors- Promoted a more holistic hiring process to advance hiring equality and minority representation- Acted as a liaison between students, full-time staff, and managers inter- and intra-dining-units- Compiled and maintained correspondence with a mailing list of 160 students and upper-management- Updated and finalized payroll reports for 150 student workers and 15 full-time staff- Transformed the working environment to promote mutual respect and constructive criticism

Bryn Mawr, Pennsylvania, United States

- Trained and ran shifts of 2-8 student workers; conducted evaluations on workers’ performances- Promoted a fun, cooperative, and respectful work environment- Coordinated with full-time staff and improvised according to supply and demand- Led teams of selected workers to serve Estee Lauder, Philadelphia International Music Festival, etc.- Adapted skills to transfer to and work effectively in other dining units (café and catering restaurant)

Bryn Mawr, Pennsylvania, United States

- Anticipated and fulfilled patrons’ needs in a timely manner- Prepared, served, and cleaned up food and drinks

Bachelor Of Arts - Ba, Sociology, 3.94/4.0

Activities and Societies: Vietnamese Student Association, Looney Tunes Bi-Co A capella, Midnight Gaiety

High School Diploma, English, 9.2/10.0

Activities and Societies: Glee Ams, English Performance Hanoi–Amsterdam High School is one of the four regional magnet schools in Hanoi.

Bachelor'S Degree, Sociology