cuong tran
@cuongtran1
I improve customer experiences, content safety, and support quality across Southeast Asia.
VietnamWhat I'm looking for
I've supported Vietnamese customers across Southeast Asia through customer service, content moderation, and trust & safety work. Most recently at TDCX in Bangkok, I reviewed reported content, enforced platform policies, and achieved 98% weekly QA accuracy while processing an average of 440 tickets per day.
At Pacific Sea Services, I managed up to eight live chats at once, maintained 4.5/5.0 CSAT, and supported sales initiatives that increased conversion rates by 1520%. I also resolved complex member issues, tracked feedback and competitor activity, and collaborated with Marketing to improve engagement.
My background includes B2B client support at TopDev Vietnam, quality assurance and workflow development at Bellsystem24-HoaSao JSC, and performance coaching at GOGOVAN Vietnam. I bring hands-on experience with policy enforcement, escalations, CRM and ticketing workflows, QA, SOP development, and Vietnamese-language customer support.
Experience
Work history, roles, and key accomplishments
Content Moderator
TDCX
Mar 2025 - Jul 2026 (1 year 4 months)
Reviewed reported content and enforced platform policies with 98% weekly QA accuracy. Processed an average of 440 tickets per day while meeting productivity, quality, and operational targets.
Customer Service Specialist
Pacific Sea Services
Apr 2022 - Oct 2024 (2 years 6 months)
Handled high-volume customer queries and complaints via Live Chat, managing up to 8 concurrent chats while maintaining 4.5/5.0 CSAT. Resolved complex member issues efficiently while maintaining 85% SLA adherence.
Customer Service Specialist
TopDev Vietnam
Apr 2021 - Mar 2022 (11 months)
Managed B2B client portfolios and IT recruitment accounts, maintaining a 90% contract renewal rate through proactive engagement. Developed Standard Operating Procedures and team guidebooks to improve customer service workflows.
Content Quality Assurance Executive
Bellsystem24-HoaSao JSC
Sep 2020 - Jan 2021 (4 months)
Conducted ticket audits against current processes and quality standards and provided coaching feedback to staff. Identified and corrected inconsistencies, grammatical errors, spelling, and imagery issues using SOPs and QA forms.
Customer Service Specialist cum Quality Assurance
GOGOVAN VIETNAM
Jun 2019 - Aug 2020 (1 year 2 months)
Monitored team performance through tools and reports, contributing to a 20% improvement in service quality. Monitored calls and multi-channel communications and provided immediate coaching and support when issues were identified.
Customer Service Specialist
Concentrix Vietnam
Jul 2017 - Feb 2018 (7 months)
Supported customers through Fan page and high-volume inbound calls, identifying needs and providing timely solutions. Documented customer complaints and escalated cases to relevant departments for resolution.
Bartender & Hostess
Vissai Saigon Hotel
Jan 2015 - Nov 2017 (2 years 10 months)
Served international customers in a luxury hotel environment while maintaining high service standards. Prepared beverages and cocktails in compliance with food and beverage regulations.
Education
Degrees, certifications, and relevant coursework
Nguyen Tat Thanh University
Pearson BTEC Level 5 HND Diploma, Hospitality Administration/Management
2010 - 2013
Earned a Pearson BTEC Level 5 HND Diploma in Hospitality Administration/Management from Nguyen Tat Thanh University from 2010 to 2013.
Tech stack
Software and tools used professionally
Availability
Location
VietnamAuthorized to work in
Skills
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