Thu (Callie) Nguyen
Ogden,Utah
Summary
An action-oriented professional with over 10 years of experience in account management, customer service, and process enhancement. Skilled in delivering innovative solutions to drive operational excellence and successfully implement projects. Diligent and highly responsible, whether working as part of a team or independently. Seeking to leverage expertise and motivation to make impactful improvements to the customer experience.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Assistant Manager, Business Owner of Customer Application – AIA
AIA (Vietnam) Life Insurance Company Limted
08.2022 - 04.2024
- Identifying and proposing the most appropriate technical response to digitize existing manual processes in alignment with automation goals of company
- Working as liaison between business stakeholders and project team members to finalize requirements, implement and enhance systems which are committed in solid timeline, balance out business expectations and existing resources limitations
- Developing complex test plans, performing testing as needed, and documenting results
- Minimizing defects, system issues, incidents impact in system integrations or deployments
- Post-implementation system checkout
- Detailed-oriented with a focus on high-quality deliverables
- Serving as a trainer to share knowledge and information to other frontline teams/internal daily teams when new system implementation releases
- Administration tasks with vendors in contract preparation/contract renewal/budgeting
- Consult to response customers inquiries accurately and in timely
- Operation management and reports
- Achievement: Icare project - Best project award of the year 2023 with the successful deployment of 9 automation self-service insurance transactions contributing to total 15 out of 32 manual operation transactions in only 9 months
- Increase sharply the Straight-Through-Process rate from 45% in 2022 to 75% in 2023
- Applied successfully: Robotic process automation (RPA), Customer Application, Mini Apps (App-in-App), Rules Engine, Micro Services, Power Platform.
Product Owner, Product & System Specialist
Vietnam branch of John Hancock Financial
10.2017 - 08.2022
- Product Owner of Manu Connect - https://hopdongcuatoi.manulife.com.vn/
- Managing working teams with Agile & waterfall methodologies
- Defining the product requirements/roadmap, business cases preparation within approved budget
- Ticket Prioritization
- Act as a coordinator between front-end (regional team in HongKong) & back-end team to create the delivery plan, monitor & commit the timeline
- Conduct testing, manage UAT session align with the scope & timeline
- Work closely with PO adoption to meet the KPI about registration rate, engagement rate, NPS scores
- Review and follow up Change Management Plan to keep track the campaign
- Incident Management
- Serve as a subject-matter expert on all CRM systems, processes, and products
- Achievement: The adoption rate increased up to 45% after 6 months launching in 2022 (Manulife Vietnam was reaching 1M customer served in 2022)
- Applied successfully: Customer Website Service, CRM, Azure Blob Storage.
Account Executive
Bao Minh Insurance Corporation
08.2014 - 05.2017
- Performing as trustworthy partner of Zurich Insurance Group, AXA Corporation in Vietnam, be responsible for Global Reinsurance Program, providing collaboration insurance services (over 200 accounts per year) to Multinational clients such as Nestle, Carlsberg, Hon Hai Group, Bosch, Ringier, Grab
- Specified in Property and Casualty Insurance
- Keep regional offices updated about insurance issuance process and support them relating to provide an outstanding customer service to all global accounts
- Representative in claim handing timely and accurately
- Manage customer retention & Policy administration.
Education
Master of Business Administration -
Thammasat University – Thammasat Business School
Bangkok, ThailandBachelor of Business Administration -
University of Economic Ho Chi Minh City
Ho Chi Minh, VietnamStudy visit only – Global Business Innovation Program -
University of Washington - Foster School of Business
Seattle, USA10.2019
Skills
- Project Planning
- Software Project Management
- Business Analysis
- Strong in MS Office
- Management Tools (Jira, Confluence, Gantt Chart)
- Agile mindset
- SQL
- Organization
- Critical Thinking
- Hard Working
- Interpersonal
- Responsible
- Self-Driven
- Collaboration
- Multi-task
- Time Management
Certification
- Google Project Management
- Google Data Analytics
- LOMA ALMI
City
Ogden
State
Utah
Personal Information
Title: Assistant Manager
Timeline
Assistant Manager, Business Owner of Customer Application – AIA
AIA (Vietnam) Life Insurance Company Limted
08.2022 - 04.2024
Product Owner, Product & System Specialist
Vietnam branch of John Hancock Financial
10.2017 - 08.2022
Account Executive
Bao Minh Insurance Corporation
08.2014 - 05.2017
Master of Business Administration -
Thammasat University – Thammasat Business School
Bachelor of Business Administration -
University of Economic Ho Chi Minh City
Study visit only – Global Business Innovation Program -
University of Washington - Foster School of Business
- Google Project Management
- Google Data Analytics
- LOMA ALMI
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