Thu Le Email & Phone Number

Ho Chi Minh City, Vietnam

- Acquire and update knowledge of products, tools, associated working processes, support offerings, and licensing structure on an on-going basis.- Manage TLs, TAs, Tech Engineers.- Provide feedback & coaching to TLs, TAs to improve service quality- Assure compliance of metrics & procedures on behalf of the team.- Contingency Plan Implementation and.

Ho Chi Minh City, Vietnam

My achievement- Optimizing the escalation process: current process analysis, define clear escalation paths, escalation guidelines, training and documentation- Manage BPO transition: resource planning, training and skill development, nesting and process transition, system integration and testing, post-transition evaluationMy main tasks- Crisis control.

Ho Chi Minh City, Vietnam

What have I achieved as BPO performance management- Drive operation smoothly and meet all KPIs with outstanding results- Keep good relationship with stakeholders.- Optimize resource (upskill agent, adjust workflow and process)And my detail main tasks are: ***Manage daily operation of Contact Center, be it from KPIs (Service Level, Channel Share, Attrition.

Bangkok, Bangkok City, Thailand

- Provide mentorship, guidance, and career development to members of your team- Lead a high-performing team through an exciting transition to build problem-solving, critical thinking, analytical, and technical capabilities which will enable the department to develop deeper, more scalable solutions- Team management responsibilities for a market team, whilst.

- From Sep 2018 - January 2019: worked as COS. In Feb 2019 I was promoted and became SME- Make sure the performance of the team improves and meets the company’s target even in the night shift- Qualify to support auditing tickets and the AoA performance is 100%- Support to manage team members and people- Train new agents in shadowing.- Supervise team.

Bangkok, Bangkok City, Thailand

- Review content and action as per standard.

Vietnam

- Assist production like check contracts, and finding vendors for the marketing team when they need materials for the running campaign.- Office management like managing red invoices for electricity, water...., make sure the office working smoothly. Set up and arrange everything in the office.-Check attendant and timesheet.- Other tasks assigned by Director.

Nghi Son, Thanh Hoa

- Receive and keep track of all project documentation (from project planning through design, acceptability testing, and handover);- Manage and update the file storage system so that project documentation (both hard copy and digital) is correct, organized, and simple to locate, use, and find;- Delivery of files and paperwork to partners involved in.