Open to opportunities

Hop Pham

@hopephm

Message

I lead customer service operations, scaling multicultural teams and improving SLA, KPI, and revenue performance.

Thailand

Message

What I'm looking for

I'm looking to lead customer service or operations teams where I can scale people and processes, use data to improve service performance, and partner cross-functionally to deliver strong customer and business outcomes.

Operation Management | Quality Management | Customer Support | BPO | Education

Experience

Work history, roles, and key accomplishments

Operations Team Leader

TDCX Thailand

Sep 2022 - Jun 2026 (3 years 9 months)

- Direct a multi-cultural CS team operations to consistently achieve KPI targets, empower members to effectively capitalize on lead generation & up-sell opportunities.
- Lead end-to-end recruitment, onboarding, and coaching for support associates, ensuring adherence to compliance and high-quality service standards.
- Orchestrate the rapid expansion of a multicultural seed team from 25 to 140 FTEs.

Quality Analyst (Online Advertising)

TDCX Thailand

Oct 2021 - Sep 2022 (11 months)

- Manage complex data reporting and quality dashboards across online advertising.
- Conduct comprehensive service audits, data deep-dives and Root Cause Analysis, translating metrics into actionable optimization insights for corporate leadership
teams.
- Provide professional corrective coaching, best practice sharing and calibration alignments to assure high standards of quality.

Quality Analyst (IT Support)

Teknowledge Vietnam

Feb 2020 - Oct 2021 (1 year 8 months)

- Manage complex data reporting and quality dashboards within technical support LoBs.
- Conduct comprehensive service audits, data deep-dives and Root Cause Analysis, translating metrics into actionable optimization insights for corporate leadership
teams.
- Provide professional corrective coaching, best practice sharing and calibration alignments to assure high standards of quality.