Summary

Overview

Work History

Education

Skills

Certification

Timeline

PHUONG THI ANH TRAN

Peachtree Corners,GA

Summary

Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.

Overview

26

26

years of professional experience

1

1

Certification

Work History

Business Development Director

Direct English Saigon

HCMC

05.2019 - 07.2022

In charged of leads generation by finding potential customers and generating to become shows at 2 centers by 3 teams Marketing, Telemarketing and Direct Sale
Managing the lead generation under KPIs of conversion rates target
Setting contest and the bonus scheme to keep teams balance and high competitive
Working with other department’s Head to make process and task list running smoothly
Contributing in setting CRM system to track daily activities and performances in team.

Head of Telemarketing

Speak up - English Centers

HCMC

10.2018 - 03.2019

Manage Tele sales team calling leads in database to pursue potential customers for English studying application ( 15 staffs)
Design contests and bonus schemes to make teams’ spirits and competitions
Work with other Departments’ heads to make process and tasks list running smoothly

Head of Tele Sales

Apax Leaders - English Centers in HCMC

HCMC

03.2018 - 10.2018

Setting up and manage Tele sales Department with 8 teams Telemarketing with 120 staffs for show targets at 20 centers.
Design contests and bonus schemes to make teams’ spirits and competitions
Work with other Departments heads to make process and tasks list running smoothly.
Coordinate with other teams to setting up CRM software from the beginning to be possible tracking conversion rates and tele sales team's performances.

Head of Telemarketing

Wall street English Viet Nam

01.2015 - 03.2018

Managing Tele-Marketing Team to convert leads with phone numbers to potential customers by showing at 6 centers for English course registration ( 40 staffs)
Managing Customer Care Team to get students’ evaluation of the studying and the referrals
Working with other teams to solve complains or issues if having to making customers’ satisfaction during the process
Keep tracking daily with KPIs of Shows target and satisfaction rates target
Achievement the prize of “CEO Choice Award for Going Above and Beyond” in 2017.

Direct Sales - Tele Sales, Channel Manager

ANZ Bank - Consumer Finance

HCMC

04.2011 - 01.2015

Managing Direct Sales Team by finding potential customers to apply Credit cards by organizing activities for teams with roadshows and door to door campaigns (80 staffs working under 8 small team)
Managing Tele-Sales Team to introduce banking offers for credit cards applification through phone calls (90 staffs working under 6 small team).
Taking part in recruitment to keep team size ( 30%), training ( 20%), sales target (50%)

Customer Service Manager

CMC Telecom Infrastructures Telecom - HCM City, Vietnam

HCM City, Vietnam

07.2008 - 02.2011

Setting up and manage a call center operating with about 50 agents ( 20 outbound agents, 20 outsourcing agents for a telecom company, 10 inbound agents)
Managing the contact center with the key responsibilities of achieving daily service levels, operational and quality target
Participating directly in recruitments and training cases
Implementing for the ISO - quality system, accurately measuring all processes that impact customer satisfaction and ensures that gaps identified and solved quickly and efficiently.

Information Editorial Manager

1080 Information Call Center, HCMC Post Offices

HCMC

02.1996 - 05.2008

1996 - 1998 : Being telephonist in almost 2 years.
1998 - 2008: moving to Database editing team. Since 2002 being promoted to leader incharged of organizing and managing The Edition department for collecting – analyzing - editing information supplying from 1080 Call center ( 32 staffs)
Training professional knowledge for call agents in order to mining and give answers quickly and accurately
Analyzing external and internal feedbacks, transforming those into the action plans for editing information
08 years’ experience in leading group responsible for data edition operated in a contact center
(From 2001 up to 2008: 04 years as a assistant, 04 years as a leader)
Managing to convert handwriting notebooks to computer data mining aimed to Telephonists accessing database timely and accurately.

Education

PhD of Business Administration -

Bulacan State University

Master in Quality Management -

HCM Open University - Solvay Business School

Bachelor of Art in Business Administrations -

Vietnam University of Commerce

Bachelor of Art in Mandarin And English Language -

Pedagogical University

Skills

Lead Management
Quality Control
Client Engagement

Training and Mentoring
New Business Development

Certification

Customer Service Representative of The Call Center School - ( 330 N. Wabash, 23rd Floor, Chicago, IL 60611, United States )

Timeline

Business Development Director - Direct English Saigon

05.2019 - 07.2022

Head of Telemarketing - Speak up - English Centers

10.2018 - 03.2019

Head of Tele Sales - Apax Leaders - English Centers in HCMC

03.2018 - 10.2018

Head of Telemarketing - Wall street English Viet Nam

01.2015 - 03.2018

Direct Sales - Tele Sales, Channel Manager - ANZ Bank - Consumer Finance

04.2011 - 01.2015

Customer Service Manager - CMC Telecom Infrastructures Telecom - HCM City, Vietnam

07.2008 - 02.2011

Information Editorial Manager - 1080 Information Call Center, HCMC Post Offices

02.1996 - 05.2008

Bulacan State University - PhD of Business Administration,

HCM Open University - Solvay Business School - Master in Quality Management,

Vietnam University of Commerce - Bachelor of Art in Business Administrations,

Pedagogical University - Bachelor of Art in Mandarin And English Language,

Customer Service Representative of The Call Center School - ( 330 N. Wabash, 23rd Floor, Chicago, IL 60611, United States )