Bachelor of Environmental Science of engineering and management

2011 - 2015

HO CHI MINH CITY UNIVERSITY OF INDUSTRY

Tour leader & Host

July 2015 – February 2017

ONETRIP & CHRISTINAS VIETNAM COMPANY LIMITED

Freelancer Tour Guide

February 2017 - April 2018

VESPA ADVENTURES & ONETRIP

Led different local experience trips in Saigon for international guests such as: Saigon after dark, City tours, ...

Customer Support Representative

April 2018 – October 2018

TRAVELOKA | Technology company aims to revolutionize human mobility with technology

• System used: Zendesk, Salesforce.
• Managed customer cases through case management and customer database applications within allowable solving time (1 to 24 hours case by case).
• Acted as a second-tier point of escalation from the customer service team thus expected to solve cases related with ticketing, payment processing, issuance, amendment, relocation, instruction.
• Served as liaison between customer service with Payment and Ticketing Team, and thus has to formulate requests on required action and escalation needs to the right team.

Operation Manager

October 2018 – July 2020

TUI GROUP | One of the world's largest leisure, travel and tourism company in the world

• System used: Asterix.
• Managed destination service operation in Phu Quoc including finance activities, partnership development, tours operation, logistic management, guests satisfaction,...
• Provided technical support and administrative support for the Phu Quoc office.
• Served as the main contact point to work with local authorities at the airport and on the island.
• Trained to be key account of the Vietnam Branch on using Asterix (TUI Group's standardized fully integrated system for all countries)

Tier 2 Technical Support Manager

July 2020 – Present

HOSTFULLY | Award-winning integrated Property Management Platform

• System used: Intercom, Salesforce, JIRA, Confluence, Postman,Uservoice,Braintree, Stripe
• Manage customer support email and chat queues using Intercom and Salesforce to ensure timely and accurate responses to customers while setting clear expectations.
• Troubleshoot customer reported product issues to identify if the issue is a bug, user error or product limitation
• Effectively communicate with engineering teams to help prioritize and resolve customer issues through a project management ticketing system
• Improve documentation around product functionality and customer support best practices
• Work with internal team members to influence Product, Sales, and Customer Success
• Work closely with the Leadership Team to provide input on the growth of the business and align revenue strategy with overall company objectives