Open to opportunities

Minh Thư Phạm

@minhthphm

Account Manager and Customer Success professional driving retention, revenue growth, and exceptional client experiences.

Vietnam

Message

What I'm looking for

I’m looking for a customer-centric role where I manage accounts end-to-end, improve retention and satisfaction, drive upsell/cross-sell revenue, and partner cross-functionally to deliver consistent, high-quality client experiences.

I’m a client-focused Account Manager and Customer Success professional with 5+ years of experience building strong customer relationships and delivering outstanding experiences in international hospitality and service environments. I’m known for excellent communication, organization, stakeholder management, and thriving in fast-paced, constantly changing environments.

In my roles, I manage client accounts, onboard customers, maintain CRM records, and resolve complex issues to protect customer satisfaction and retention. I also identify opportunities to increase customer lifetime value through proactive relationship management, upselling, and cross-selling—while continuously monitoring feedback and implementing service improvements.

I’ve led cross-functional coordination to deliver seamless customer experiences, including managing day-to-day service for VIP and repeat guests and supporting pre-opening readiness through SOP creation and operational process development. I’ve coached teams (including a team of 10) to improve consistency and performance, balancing operational excellence with multiple priorities in high-volume settings.

Experience

Work history, roles, and key accomplishments

Restaurant Manager / Supervisor

FUME Restaurant

Jan 2025 - Jun 2026 (1 year 5 months)

Managed day-to-day relationships with VIP and repeat guests, ensuring exceptional service and long-term loyalty. Coordinated with kitchen and operations, led and coached a team of 10, and handled reservations, scheduling, reporting, and revenue tracking while resolving customer concerns.

Customer Service Team Leadership Coaching Cross functional Coordination Reservations Management Scheduling Reporting Customer Feedback Analysis Service Improvement

Pre-opening Team Leader

Tales by Chapter

Oct 2024 - Dec 2024 (2 months)

Supported the launch of a new fine dining restaurant by coordinating cross-functional work and developing customer service standards. Created SOPs for consistency and assisted with vendor/supplier coordination and staff onboarding and training.

Service standards Supplier Coordination Onboarding Staff Training

Waitress

Akuna Restaurant

Aug 2023 - Sep 2024 (1 year 1 month)

Delivered personalized service to international guests while maintaining high customer satisfaction through proactive communication and attention to detail. Processed transactions accurately using Oracle MICROS Symphony POS.

Personalized Services Customer Communications Attention To Detail Oracle MICROS Symphony POS Transaction Processing Customer Satisfaction

Food & Beverage Management Trainee

InterContinental Washington D.C. – The Wharf

Mar 2022 - Mar 2023 (1 year)

Completed an international management training program across multiple business units, supporting daily operations and service excellence. Supervised team members during shifts, trained new employees on operational procedures and customer service standards, and supported inventory management and reporting.

Team Supervision Service standards Inventory Management Reporting

Education

Degrees, certifications, and relevant coursework

Swiss Hotel Management School

Master of Arts, International Hotel Business Management

Grade: Graduated with Distinction

Completed a Master of Arts in International Hotel Business Management, graduating with distinction. Focused on advanced hotel business management concepts.

International University – Vietnam National University

Bachelor of Arts, Business Administration (Hospitality Management)

Completed a Bachelor of Arts in Business Administration with a focus on Hospitality Management. Developed foundational business and hospitality management knowledge.