Chau T.
Mid-Level Banking Customer Service Specialist
Open to offersNew to PlatformAbout
Nguyen T.C. is a seasoned Customer Service Representative with over six years of expertise in the banking sector, currently working at Kasikornbank Vietnam. Known for her ability to manage an extensive range of communications, she handles 40 calls, 20 emails, and 40 chat interactions daily, achieving a remarkable 97% customer satisfaction rate. Her proficiency spans across creating and translating product scripts and conducting training to boost agent performance. Nguyen resolves complex technical issues, including login errors and card payment systems, through multichannel communication and problem-solving skills. Previously at Sacombank, she managed up to 95 inbound calls daily, engaged in Robotic Process Automation projects, and participated in cross-functional skill enhancement programs. In her early career, she gained vital quality assurance experience at Chi Hung Co., Ltd, ensuring stringent product standards in garment production. Nguyen is a Commercial Business graduate from Van Lang University, reflecting her strong academic foundation in logistics.
Experience
OFFICER - CHANNEL FULFILLMENT (CONTACT CENTER)
KASIKORNBANK VIETNAM · 2023 — PresentManaged various daily tasks involving an average of 40 calls, 20 emails, and 40 chat interactions while maintaining high response efficiency and achieving a customer satisfaction rate of 97%. Provided support to local and international clients, including English-speaking customers, ensuring effective communication. Drafted, edited, and translated scripts for products and campaigns; assessed recordings across multiple channels to facilitate quality improvement. Conducted product training sessions and offered coaching to improve agent performance. Addressed technical issues related to login, mobile app errors, card payment systems, and online banking services, delivering guidance to individual and corporate clients. Worked with international teams to identify root causes of customer problems and contributed to the development of operational processes for service enhancement. Managed assignments from the Direct Manager, such as preparing training materials and participating in training sessions regarding new products and service updates.CUSTOMER SERVICE SPECIALIST
SACOMBANK · 2018 — 2023Handled an average of 95 inbound calls, along with 45 email/chat interactions and 12 ticket requests daily, focusing on effective resolution of customer inquiries. Collected and addressed feedback, suggestions, and complaints concerning banking products and services via phone, email, and chat. Coordinated with internal departments and branches to resolve intricate issues and mitigate risks related to products and systems, enhancing the overall customer experience. Engaged in RPA and AI-based switchboard system projects, including reviewing specifications and testing as directed by the Board of Directors. Supported training initiatives centered around core banking knowledge and essential soft skills, and participated in various internal training and skills development workshops to improve team performance.QA STAFF
CHI HUNG Co., Ltd · 2018 — 2018Acquired a comprehensive understanding of the garment production process and product qualities. Oversaw and ensured the quality of garments across workshops and factories, confirming that products underwent complete quality control at every production stage. Monitored daily production schedules and product quality, providing timely reports to relevant departments.
Skills & Expertise
Education
- Bachelor in Commercial Business (Logistics)Van Lang University · 2014 — 2018
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