Nga Tran

I am an experienced and results-driven Customer Service Team Lead with a proven track record of managing diverse teams across APAC, EMEA, and U.S. regions. My approach combines empathy with data-driven decision-making, allowing me to improve service quality, streamline operations, and exceed client expectations. Currently, I lead a high-performing team at Itechwx Ltd., where I am responsible for daily operations, performance management, and ensuring adherence to service level agreements (SLAs).

Throughout my career, I have consistently driven continuous improvement initiatives while aligning team objectives with client expectations. At Green Packaging Ltd., I successfully led a team of customer service representatives, monitoring performance and providing coaching to ensure adherence to quality standards. My commitment to customer satisfaction is evident in my ability to handle escalated issues and implement process improvements that enhance overall productivity.

With a strong focus on motivation and engagement, I believe in fostering a customer-centric mindset within my teams. My experience at Viet My English Center and Smartbridge Ltd. has equipped me with the skills to provide timely and professional assistance, ensuring high levels of customer satisfaction and maintaining accurate records of interactions. I am passionate about creating positive customer experiences and delivering clear, helpful support.