Open to opportunities

Lê Nguyễn Thảo Như

@lnguynthonh

I lead operational transformation through continuous improvement, system implementation, and KPI-driven process optimization.

Zimbabwe

Message

What I'm looking for

I'm looking to lead continuous improvement, transformation, and system implementation work where I can use data, KPI visibility, and cross-functional collaboration to deliver measurable operational and customer outcomes.

I've led 20+ continuous improvement and system implementation projects at A.P. Moller - Maersk across multi-country operations, achieving 80–90% of targeted FTE savings through process redesign, standardization, and workflow optimization.

I turn operational data, customer feedback, and performance KPIs into practical improvements. My work spans Operations, Procurement, Finance, IT, suppliers, and customer-facing teams, from root-cause analysis and project governance to change management, training, and benefits tracking.

Currently at WeDoSupport, I manage a VIP customer portfolio while maintaining 95%+ CSAT, 93%+ QA, and 100% SLA adherence. Earlier, I onboarded 15 customers at Maersk and reduced post-deployment incidents by 40% through structured training, issue tracking, and corrective actions.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Experience Specialist

Current

WeDoSupport

Jun 2025 - Present (1 year 2 months)

Core Responsibilities
- Manage a VIP customer portfolio, focusing on retention, engagement, and customer experience.
- Analyze customer behavior, CX metrics, and service KPIs to identify risks and improvement opportunities.
- Translate customer feedback into actionable service and process improvements.
- Monitor CX performance, SLA, QA, and customer satisfaction metrics.
- Collaborate cross-functi

Operational Excellence Continuous Improvement Customer Experience KPI Analysis SLA Management QA Customer Satisfaction

Continuous Improvement Partner - Project Leader

A.P. Moller - Maersk

Jun 2023 - Jan 2025 (1 year 7 months)

Core Responsibilities
-Lead end-to-end Continuous Improvement and transformation projects across multi-country operations.
- Manage system implementations and local improvement initiatives from problem definition and root-cause analysis through implementation and benefits tracking.
- Analyze operational KPIs, process performance, cost, and FTE requirements to identify improvement opportunities.
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Office 365 Project Implementation Sales Operations Resource Allocation Change Control Operational Excellence Sales Processes Warehouse Management Systems English Analytical Skills Performance KPIs Continuous Improvement Change Management Supply Management Business Process Improvement

Execution Implementation

A.P. Moller - Maersk

Sep 2022 - May 2023 (8 months)

Core Responsibilities
- Managed end-to-end customer solution implementations from planning and requirements gathering through deployment, onboarding, and post-launch support.
- Translated business and operational requirements into implementation plans, standardized processes, and working procedures.
- Coordinated Operations, Customer Service, IT, and cross-functional stakeholders to manage milesto

Clearance operation specialist

DHL Express

Nov 2019 - Sep 2022 (2 years 10 months)

Core Responsibilities
-Managed end-to-end customs clearance operations for international shipments, ensuring timely processing and regulatory compliance.
- Coordinated with customers, customs authorities, brokers, and internal operational teams to resolve clearance issues.
- Monitored shipment status, operational KPIs, exceptions, and clearance lead times to prevent delays.
- Applied customs regul