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Ho Chi Minh City Metropolitan Area

Ho Chi Minh City Metropolitan Area

- Designing Business English course structure and lesson plans according to the learner's study goals and relevant to their career growth.- Delivering tutoring sessions face-to-face.

District 7, Ho Chi Minh City, Vietnam

- Collaborated closely with stakeholders to ensure the success of the project (from needs gathering, and analysing to providing suitable solutions, testing software, updating results and reporting)- Elicited requirements, and challenges from clients and manager levels.- Analyzed and converted business requirements into functional requirements.- Generated task cards, user manuals, and project tracking documents using the Lark platform and Excel/Google Sheets.- Acted as a Website/Product Administrator, I managed user accounts and content, and oversaw website data import/export for maintenance and reporting.- Provided technical support for clients and other stakeholders when needed.- Created wireframes to demonstrate UX/UI and process modelling.Accomplishment: As a member of the product deployment team, I contributed to the implementation of the Mang Nha Nong application and website. This platform connects and supports farmers across Vietnam, enhancing their access to relevant resources and information.

Ho Chi Minh City Metropolitan Area

Area of expertise: Customer Service, Teaching Techniques for adult learners, Coaching, CRM system and Wall Street English’s English products, soft skills (give and receive feedback, positive language, building rapport, asking powerful questions)Eliciting and analysing requirements:- Gathered and analysed needs and requirements from the business to enhance employees’ performance via data analysis, observations, and interviews.Designing, implementing and following up with training programs:- Conducted extensive research on best practices and the most updated skillset via reliable online resources, published books and from experts.- Created training videos with subtitles and designed interactive quizzes and exercises across various platforms such as Classtime, Microsoft Office, and Kahoot to enhance learning effectiveness.- Creating training programs for newly onboarded and current employees.- Conducted follow-up and evaluation to validate the provided solutions, and continuously improved the programs.- Delivered up-skill and refresh blended training sessions for groups of 4 up to 20 participants (in both English and Vietnamese)Documentation:- Maintained, updated, and organised materials and training content on the organisation’s SharePoint.- Tracking training results, attendance and feedback.Employee performance following up:- Worked closely with the manager level to generate and review the performance framework system for Coaches.- Followed up and provided insights in monthly employees’ performance reviews with trainees’ line managers.- Provided support in leadership training programs together with other members of the L&D team.Accomplishment: Successfully trained and rebuilt a team of skilled coaches for 7 Wall Street English centres, who in turn empowered many students to transform their lives through the English language.

Ho Chi Minh City, Vietnam

Area of expertise: Business English used in meetings, presentations, feedback, progress reports, business writing and negotiation.Eliciting and analyzing requirements:- Gathered and analyzed needs and requirements from the business, which was to improve English communication within the software development team.Researching and designing solutions:- Designed a six-month curriculum based on the company’s needs to upgrade business English for the software development team.- Developed training materials through extensive research on reliable resources, including relevant content, quizzes and pre-work.Training in Vietnamese and English:- Delivered hybrid training sessions.

Product managing:- Managed the operation of the IELTS product. This included managing over 1000 IELTS students on the CRM system, managing classes and booking students, and handling common inquiries about the IELTS product.Analyzing data:- From exported data in CSV format, analyzed and categorized to generate reports for manager levels.Designing solutions and process modelling:- Designed and implemented business processes to enhance efficiency in terms of managing IELTS product, from sales to service.- Completed the automation flow of registration process using Microsoft Automate.Documentation:- Prepared, updated FAQs and SOPs about operations and procedures of the product.Accomplishment: Successfully implemented new procedures and business processes to support the updated IELTS courses as part of the IELTS team.

Ho Chi Minh City, Vietnam

Area of expertise: Customer Service, Teaching Techniques for adult learners, CRM system and Wall Street English’s products, soft skills (give and receive feedback, positive language, building rapport, emotional intelligence).Eliciting and analysing requirements:- Gathered and analysed needs and requirements from the business to enhance employees’ performance via data analysis and discussions.Designing, implementing and following up with training programs:- Conducted extensive research on best practices and updated skillsets via reliable online resources and experts.- Created training videos with subtitles and designed interactive quizzes and exercises across various platforms such as Google Classroom, and Kahoot to enhance learning effectiveness.- Creating training programs for newly onboarded and current employees, applying a blended learning method that combines online pre-work and instructor-led sessions.- Conducted follow-up and evaluation to validate the provided solutions, and continuously improved the programs.- Delivered up-skill and refresh blended training sessions for groups of 4 up to 20 participants (in both English and Vietnamese)Documentation:- Maintained, updated, and organised materials and training content on the organisation’s Drive.- Tracking training results, attendance, and feedback.Accomplishment: Successfully trained and built a team of skilled service providers for over 6 Wall Street English centres, as well as reinforced learning culture across the service team.

Ho Chi Minh City, Vietnam

- Provided support and coaching to students in achieving their goal of studying English for studying abroad, travel, promotion, or better job applications.- Organized activities, delivered introduction sessions for new students, and taught in a class setting.- Developed lesson plans and supported setting up events.- Handled student complaints.

Ho Chi Minh City, Vietnam

- Developed teaching plans for IELTS classes ranging from Foundation to Intermediate for all 4 skills: Listening, Reading, Speaking, and Writing.- Delivered teaching lessons for IELTS classes as assigned.- Marked writing papers for practice exams.

Melbourne, Victoria, Australia

- Prepared and delivered Over-The-Counter medications and Prescription medications for customers.- Consulted and gave health care advice to customers.- Managed cash flow on the premise.- Managed and ordered stocks daily.- Setting up promotion stands as requested by the Head Office on the premise.