Phong Nguyễn Chấn
@phongnguynchn
I optimize customer operations through workforce planning, data insights, and service delivery.
ThailandWhat I'm looking for
At Agoda, I translate headcount needs into scheduling plans, monitor SLA performance, and make real-time staffing adjustments to support consistent customer service delivery. I also partner with Regional Customer Delivery Managers, Team Leaders, and operations teams on workforce planning, schedules, and operational priorities.
Across Agoda, Teleperformance, and Accor International, I've managed end-to-end customer cases, investigated complex issues, analyzed operational and advertising data, and provided recommendations for process improvement. I bring 4+ years of customer operations, stakeholder management, workforce management, and customer service experience across multinational environments.
Experience
Work history, roles, and key accomplishments
Executed end-to-end workforce planning activities, translating headcount needs into scheduling plans to ensure operational efficiency. Monitored daily performance against SLAs, identified risks, and implemented real-time staffing adjustments.
Managed high-volume customer interactions across phone, email, and messaging channels, ensuring timely resolution per company standards. Investigated complex issues, collaborated with stakeholders, and documented interactions to maintain data integrity.
Delivered end-to-end support for business customers via voice, email, and live chat, resolving advertising account issues. Analyzed account performance data to provide recommendations for improving campaign effectiveness.
Managed guest check-in/out and coordinated with internal departments for VIP arrangements. Utilized hotel management systems to generate daily reports and ensure smooth operational flow.
Education
Degrees, certifications, and relevant coursework
University of Social Sciences and Humanities - Vietnam National University
Bachelor of Arts, Hospitality Management
2015 - 2019
Studied Hospitality Management at the University of Social Sciences and Humanities, Vietnam National University from 2015 to 2019.
Tech stack
Software and tools used professionally
Availability
Location
ThailandAuthorized to work in
Job categories
Skills
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