Looking for a job

Hương Quỳnh

@hngqunh

Message

I turn SaaS customer data and support insights into stronger B2B client outcomes.

Vietnam

Message

What I'm looking for

I'm looking for a B2B SaaS or edtech role where I can combine customer support, onboarding, data analysis, and cross-functional problem-solving to improve adoption, retention, and client outcomes.

At ELSA, I support B2B clients by validating complex datasets in Snowflake and Google Sheets, configuring accounts and licenses, and translating platform metrics into clear reporting for CSM-led client reviews.

I manage customer adoption campaigns through Braze and HubSpot while resolving high-priority B2B cases within SLA. I keep clients, Product, and Engineering teams aligned throughout issue resolution.

Previously, I investigated technical, system, and payment issues for ELSA's global B2C users, gathering logs for root-cause analysis and escalating bugs through Jira, Confluence, and Stripe. I also verified affiliate tracking and transaction data to resolve discrepancies promptly.

My background also includes ecommerce fulfillment support, data operations, and event-planning coordination. I bring more than four years of customer support, onboarding, troubleshooting, and data-verification experience across SaaS platforms.

Experience

Work history, roles, and key accomplishments

Current

Global Customer Success Analyst | B2B

Current

ELSA, Corp

Aug 2024 - Present (2 years 2 months)

- Validated and processed complex client datasets in Snowflake and Google Sheets
- Consolidated platform data into reporting materials for CSM-led client review meetings, translating raw metrics into clear findings for non-technical stakeholders.
- Owned account configuration and license administration in SaaS admin dashboards
- Managed multi-channel customer adoption campaigns via Braze and HubSp

Global Customer Support Executive | B2C

ELSA, Corp

Oct 2021 - Sep 2024 (2 years 11 months)

- Investigated and resolved technical queries and system issues via Freshdesk, gathering logs and evidence for root-cause analysis.
- Escalated system and payment bugs to Product, Engineering, and Payments via Jira/Confluence/ Stripe
- Verified partner tracking and transaction data for global affiliates and resolving discrepancies promptly.I

Customer support – Fulfillment Support

ENCYCOM – Ecommerce

Jun 2020 - Oct 2021 (1 year 4 months)

- Resolved fulfillment delays, package tracking exceptions, and product quality disputes with global vendors (Printify, CustomCat, Gearment, AliExpress).
- Standardized product titles, diagnostic search terms, and technical item descriptions.
- Coordinated daily listing and order sync operations across suppliers to ensure timely order dispatch.

DATA ENTRY OPERATION

Officience

Feb 2020 - Jun 2020 (4 months)

• Transfer, verifying accurate and sorting data from image formats into database systems.
• Define and eliminate fraud or misleading data to ensure the final results

Internship Trainee

Vietravel

Jun 2018 - Oct 2018 (4 months)

• Planning event agenda activities for Team Building and Dinner Gala.
• Organized and executed proposal of MICE travel planning from client’s requirements.
• Responsible for logistics such as equipment, venue, date, time, MC, etc.
• Developing a new database system to bring a competitive proposal for clients.