Vy Nguyen

Focusing on Series, GIT

• Assisted German-speaking budget agents in managing client inquiries.
• Supported clients in creating realistic travel budgets and developing corresponding travel packages.
• Collaborated with internal departments, including contracting and reservation teams, to address room rate issues and resolve challenges.
• Aided in resolving unexpected travel disruptions, such as flight cancellations and hotel reservation problems.
• Provided tailored recommendations to enhance customer travel experiences.
• Prioritized tasks effectively to meet deadlines.
• Managed ticket issuance, re-issuance, and fare recalculations.
• Participated in regular training sessions to stay updated on new products and government travel policies.

Achievement:

• Managed operations for three groups monthly during peak season and one group during off-peak season.

Focusing on FIT in wholesale agents with tailor-made tours for high-end customers

• Oversaw management of European sensitive agents, ensuring compliance with regulatory standards.
• Engaged with past agents to rebuild and enhance collaborative relationships following pandemic challenges.
• Provided consulting on engaging trip alternatives while customers were on-site.
• Collaborated with local vendors to curate unique travel packages, improving client satisfaction rates.
• Managed client relationships through regular check-ins and updates on project progress.
• Negotiated contracts and agreements on behalf of clients, securing favorable terms and conditions.
• Gathered, organized and input information into digital database.
• Evaluated customer needs and feedback to drive product and service improvements.

• Performing academic tasks
• Receiving student information
• Organizing class arrangements
• Monitoring the activities of the classes
• Updating teaching and learning schedules for teachers and students
• Checking school supplies, stationery, updates, and supplements when needed
• Scheduling teaching assistants to support students in closely reviewing their knowledge gaps
• Monitoring and regularly reporting on students' abilities and attending classes (when assigned)
• Assisting in preparing entrance exams
• Support in processing students' documents from the study abroad consultant
• Supporting the marketing department to process academic documents for communication in German language teaching and learning
• Participating in the preparation for events such as: Clubs, seminars, exchanges, and extracurricular activities at the center
• Participating in welcoming and seeing off students, seeing off-flight crews
• Performing other administrative and office tasks within the assigned scope

Focusing on FIT and direct clients
Duty and Skills:

• Designed customized travel itineraries based on client preferences and budget constraints.
• Managed client request intake to ensure timely and effective service delivery.
• Developed tailored quotations and curated guest recommendations to meet specific client demands.
• Monitored sales processes and collaborated with wholesale partners to drive increased booking conversions.
• Engaged with operations and reservations departments to address and resolve client challenges as needed.

Achievement:

• Achieved 2019 target from agents within the first six months.
• Assisted customers with airport pickups during busy seasons. Provided informative tours to enhance visitor experiences. Supported team efforts in delivering exceptional service to clients.
• Completed regular training courses to maintain up-to-date knowledge of products and procedures.

Experience:

• Reorganized tour offerings and services in response to high demand, ensuring consistent rates for all clients.

Focusing on FIT and direct clients
Duty and Skills:

• Analyzed and interpreted tour program information for enhanced understanding.
• Arranged and listed services in programs to enhance operational efficiency.
• Cultivated strong relationships with overseas partners to enhance collaboration.
• Maintained effective communication and rapport with suppliers to support procurement processes.
• Addressed and resolved customer complaints to support service excellence and improve client relationships.
• Utilized visa application system to streamline processing and enhance user experience.
• Engaged in product training sessions conducted by company during off-peak season.
• Directed comprehensive service operations for series to ensure consistent quality and efficiency.

Achievement:

• Managed processing of three distinct tour programs weekly.
• Coordinated customer meetings to support business communication and collaboration.
• Conducted comprehensive inspections of services throughout Vietnam.

Experience:

• Reviewed and communicated cancellation policies to enhance customer understanding and satisfaction.
• Led discussions on additional benefits for upgraded bookings to enhance customer value.

Focusing on FIT and tailor-made tours for budget/ middle-class customers
Duty and Skills:

• Assisted in booking transportation, hotel accommodations, car rentals, air tickets, and train services. Supported clients in arranging guided tours and travel itineraries. Facilitated seamless travel experiences for individuals and groups.
• Coordinated visa entry arrangements and TRC services to facilitate seamless transitions for individuals and families. Delivered comprehensive support to clients navigating immigration requirements.
• Assisted in quoting prices for suppliers. Supported procurement processes by managing supplier communications. Facilitated negotiations to secure favorable terms.
• Conducted thorough inspections of services to guarantee quality standards for customer satisfaction.
• Resolved issues arising during tour implementation to ensure seamless operations.

Achievement:

• Managed tour processing operations three days per week.
• Executed daily tour sales to enhance customer experiences.
• Assisted customers with airport pickups during busy travel seasons. Guided tourists through local attractions and provided informative commentary. Supported team efforts to enhance customer satisfaction and experience.

Experience:

• Assisted customers in recovering lost passports. Guided individuals to consulate for completion of necessary documentation for new passports.
• Restructured tour programs in response to unforeseen weather conditions.

• Learning administrative work with different departments including Product, Customer Service, Contract, Operation, Reservation, Mice and Style
• Hotels Inspection: New World, Caravelle, Park Hyatt, Inter Continental, Sheraton, Eastin Grand, Renaissance….
• Tour program training: Cu Chi, Mekong Delta, City tour
• A professional German tour guide course