At TeenCare (TeenUp), I lead a 20-member Customer Support team for a parenting intelligence app. I redesigned the operating model to separate Customer Service from Class Operations and give each parent group a dedicated specialist from enrollment onward.
I built a complaint escalation matrix with severity levels, compensation guidelines and clear escalation paths. I also created a training toolkit and trained full-time and part-time employees to handle everyday requests and high-tension complaints.
At Esoft, I managed the highest-tier VIP B2B portfolio across the US, Australia and Europe, which accounted for 66% of company revenue. I was an A1 Top Performer for two consecutive years with a zero-complaint record, and averaged a five-minute first response against a 15-minute SLA.
Earlier, at Do Thanh Aluminum Joint Stock Company, I handled customer inquiries, prepared quotations with the technical team and translated documents between English and Vietnamese. I also supported events at Newday Media Joint Stock Company and students at TH Education Center.
