Lan Nguyen
@lannguyen2
Quality Auditor at Concentrix, evaluating support cases and recommending Knowledge Base updates to improve quality and policy compliance.
VietnamWhat I'm looking for
At Concentrix, I assessed support cases against Knowledge Base standards and policies, identified content gaps, and recommended updates. I also analyzed performance data and produced weekly reports.
I collaborated with Team Leaders and clients in monthly calibration sessions to maintain quality standards. I also trained and evaluated new agents through mock chat simulations.
Before moving into quality auditing, I handled customer interactions at Concentrix and transcosmos Vietnam Co., Ltd. I managed inquiries and complaints, followed up on open cases, and recorded customer interactions in CRM systems.
Experience
Work history, roles, and key accomplishments
Quality Auditor
Concentrix CVG Malaysia Sdn Bhd
Sep 2024 - Present (2 years 2 months)
Worked as Quality Auditor at Concentrix CVG Malaysia Sdn Bhd.
Main responsibilities:
- Assessed support cases to ensure compliance with Knowledge Base standards and policies.
- Identified gaps or inconsistencies in KB content and recommended updates.
- Analyzed performance data and produced weekly reports.
- Collaborated with Team Leaders and clients in monthly calibration sessions to maintain quality standards.
- Trained and evaluated new agents through mo
Customer Advisor
Concentrix CVG Malaysia Sdn Bhd
Sep 2022 - Sep 2024 (2 years)
Worked as Customer Advisor at Concentrix CVG Malaysia Sdn Bhd.
Main responsibilities:
- Managed high-volume customer interactions via chat, email, and outbound calls, ensuring timely and professional responses aligned with service standards.
- Handled customer inquiries and complaints with a solution-oriented approach, supporting issue resolution and maintaining positive client relationships.
- Performed consistent follow-ups on open cases to ensure timely r
Customer Service Specialist
transcosmos Vietnam Co., Ltd
Jul 2021 - Jul 2022 (1 year)
Worked as Customer Service Specialist at transcosmos Vietnam Co., Ltd.
Education
Degrees, certifications, and relevant coursework
Nha Trang University
Associate Degree in English Language, ENGLISH LANGUAGE AND LITERATURE/LETTERS
2018 - 2022
Tech stack
Software and tools used professionally
Availability
Location
VietnamAuthorized to work in
Salary expectations
Social media
Job categories
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