Vu T.
Mid-Level Customer Service Manager
Open to offersNew to PlatformAbout
Vu T. L. is a seasoned Customer Service Department Manager specializing in logistics and B2B service operations with over four years of experience. Based in Ho Chi Minh City, she effectively manages service-level agreements (SLAs), inbound operations, and root-cause complaint resolution, currently leading client service operations at Kizuna JV Corporation. Her role involves overseeing service standards and retention strategy, successfully reducing client churn by 19%. Previously, she was an Assistant Operations Manager at Kerry Logistics, where she achieved 100% SLA attainment and improved on-time delivery by 23 percentage points. Vu T. L. has proven expertise in conducting root-cause analysis, leading process-improvement initiatives, and developing KPI/SLA frameworks. Additionally, she managed a team of five at Kerry Logistics, enhancing service quality and productivity. Holding a B.A. in International Economic Relations from the University of Economics and Law, she is prepared to lead comprehensive customer service initiatives in the logistics sector.
Experience
Assistant Operations Manager
Kerry Logistics · 2022 — 2024Promoted to manage service-level performance for inbound and inventory operations for a manufacturing and distribution client, achieving 100% SLA compliance. Perform root-cause analysis on service discrepancies to shorten turnaround times. Evaluate carrier and vendor performance through OTIF metrics, significantly enhancing on-time delivery rates. Spearhead a process-improvement initiative to streamline operations. Recruit and lead a team of 5, focusing on service quality and productivity enhancements.Senior Sales Executive — B2B Client Services
Kizuna JV Corporation · 2023 — PresentOversee the full spectrum of client service operations for 16 manufacturing accounts, handling an average of 100 requests monthly related to administration, facilities, HR, legal, and accounting. Establish and implement service standards and SLAs, ensuring 100% documentation accuracy. Collaborate on a customer retention strategy that reduced churn. Work with 4 internal departments to maintain service delivery, achieving a client satisfaction rate of 96%. Manage payment collections with a high on-time rate and resolve disputes. Direct and mentor a team of 2 to enhance response and task metrics.Warehouse Admin
Kerry Logistics · 2021 — 2022Collaborate on the design and testing of a client service rollout, specifically WMS implementation, which set a standard process for the facility. Oversee data accuracy and audits for 3500 SKUs, implementing root-cause analysis to minimize service-impacting discrepancies.
Skills & Expertise
Education
- Bachelor of Arts in International Economic RelationsUniversity of Economics and Law · 2017 — 2021
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