Open to opportunities

Tài Dương

@taiduong

Message

Tech-savvy professional with 4+ years in customer support.

Vietnam

Message

What I'm looking for

I seek a role that values innovation and teamwork, offering opportunities for growth and development in customer experience.

I am a passionate, tech-savvy professional with over 4 years of experience in customer support and community moderation, particularly within the cryptocurrency and e-commerce sectors. My expertise lies in building customer support systems that foster trust and satisfaction, consistently achieving a customer satisfaction rating of over 95% across more than 600 orders. I pride myself on my ability to communicate clearly and empathetically, ensuring that every customer feels valued and understood.

In my recent role as an E-commerce Operation Manager, I led customer experience strategies, developed standard operating procedures, and provided timely support through various channels. My commitment to enhancing team efficiency and driving customer satisfaction has been a cornerstone of my career. Additionally, I have successfully managed large online communities, driving engagement and resolving issues to maintain a secure and welcoming environment for all users.

Experience

Work history, roles, and key accomplishments

E-Commerce Operation Manager

CozySettle

Jul 2024 - May 2025 (10 months)

Maintained an outstanding 95%+ customer satisfaction rating across 600+ orders by emphasizing responsiveness and high-quality service. Led customer experience strategy by establishing a consistent brand voice, developing SOPs for customer service, and providing timely support via Shopee live chat. Wrote SEO-optimized product listings and resolved both pre- and post-sales customer concerns.

Customer Satisfaction SOP Development SEO Optimization Customer Support Account Management Shopee Platform Content Creation Problem Solving

Training Coordinator

FamCommodity

Oct 2023 - Apr 2024 (6 months)

Contributed over $50,000 in client results by boosting the sales department’s customer agreement to 1:1 meetups by 30% through effective training. Independently built and managed a Discord-based resource hub, strengthening communication and knowledge sharing. Created internal knowledge bases, scheduled meetings, and guided new employees through onboarding processes.

Training Delivery Sales Enablement Discord Management Knowledge Management Onboarding Communication Process Improvement Content Creation

Telesale Consultant

FamCommodity

Feb 2023 - Oct 2023 (8 months)

Proactively engaged with over 400 clients daily through outbound phone calls, educating them on market opportunities and guiding onboarding with clarity and empathy. Resolved customer complaints, product-related, and technical inquiries, ensuring smooth and satisfying user experiences. Maintained accurate CRM records to support personalized follow-ups and independently closed over $10,000 in deals

Telesales Client Engagement CRM Management Customer Service Sales Closing Problem Solving Communication Relationship Building

Community Manager

OnlyWolves

Dec 2022 - May 2023 (5 months)

Managed a 10,000+ member Discord community by driving engagement, resolving user issues, and maintaining a safe and secure environment. Led community operations during project launch, addressing FUD and contributing to a full NFT sellout worth over $50,000. Revamped server structure and role systems to improve usability and boost member retention by over 50%.

Community Management Discord Administration NFT Blockchain User Engagement Conflict Resolution Customer Support Content Moderation Strategic Planning

Education

Degrees, certifications, and relevant coursework

University of Economics and Finance

Bachelor's Degree, Ecommerce

Grade: Excellent | GPA: 3.65/4.0

Activities and societies: Presented research on Amazon’s business model and digital innovation strategies, selected to represent the university at the city-level round for the Eureka Scientific Research Competition. Achieved 3rd place in the ITEC E-Commerce Competition by conducting an in-depth analysis of a mobile app concept for budget-friendly recipes using leftover meals.

Completed a Bachelor's Degree in Ecommerce, focusing on the principles and practices of online business. Achieved an excellent classification with a GPA of 3.65/4.0.