Ngoc Nguyen
@averynguyen
I resolve complex customer escalations and improve support operations across cross-functional teams.
VietnamWhat I'm looking for
At Xometry, I lead a 12-member QA team, overseeing performance, quality audits, coaching, reporting, escalations, and process improvements.
I previously managed 300+ customer and operational escalations weekly as a Production Control Coordinator, partnering with production, logistics, and support teams to resolve manufacturing, shipping, and workflow issues while maintaining SLA compliance.
My background also includes resolving payment claims and disputes at Open Commerce Group, alongside creating SEO-optimized e-commerce content. I enjoy turning operational challenges into actionable solutions in remote, international environments.
Experience
Work history, roles, and key accomplishments
Lead a 12-member team, assigning responsibilities, setting goals, and monitoring performance. Analyze quality and operational data to identify trends and improvement opportunities, conduct quality audits, and ensure SLA compliance.
Managed 300+ customer and operational escalations weekly while maintaining SLA compliance and high resolution accuracy. Investigated and resolved complex manufacturing, shipping, and workflow issues in collaboration with production, logistics, and customer support teams.
Dispute & Claims Executive
Open Commerce Group
Nov 2023 - Jul 2025 (1 year 8 months)
Investigated and resolved customer disputes, payment claims, and order-related escalations across multiple support channels. Partnered with fulfillment, logistics, and customer service teams to improve dispute resolution workflows and response times.
Product Content Writer
Open Commerce Group
May 2021 - Oct 2022 (1 year 5 months)
Created SEO-optimized product descriptions and website content for e-commerce and print-on-demand platforms. Conducted market research, competitor analysis, and keyword optimization to improve content visibility and engagement.
Education
Degrees, certifications, and relevant coursework
Hanoi University
Bachelor's Degree, English
2017 - 2021
Pursued a Bachelor's Degree in English at Hanoi University from 2017 to 2021.
Tech stack
Software and tools used professionally
Availability
Location
VietnamAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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