Thanh Bình Nguyễn
@thanhbnhnguyn
Community Operations Specialist focused on safe communities, automation, and data-driven quality improvements.
VietnamWhat I'm looking for
I’m a Community Operations Specialist based in Vietnam, dedicated to keeping platforms secure while treating users with empathy. I evaluate, classify, and moderate user-generated content in strict alignment with client policies to maintain platform integrity.
In my current role, I continuously track evolving client guidelines and enforce them accurately in a dynamic regulatory environment. I also contribute to continuous improvement by enhancing operational workflows, quality assurance standards, and team efficiency through targeted training and cross-functional workshops.
Previously, at LAZADA, I worked across Live Channel and Partner Support operations, partnering with Product and Tech as well as Finance, Legal, Governance, and Risk. I led workflow automation and owned end-to-end performance reporting cycles, using SQL to build localized dashboards and create internal data-lookup tools to improve agent handling efficiency.
Earlier, as a Customer Service Team Leader on a Gojek project, I managed daily CS operations, queue monitoring, and SLA deviation root-cause analysis. I led UAT/tool-related initiatives and implemented SOP improvements and agent automation to streamline BPO handling flows and strengthen CSAT/Seller satisfaction outcomes.
Experience
Work history, roles, and key accomplishments
Community Operations Specialist
TDCX Thailand
Feb 2025 - Present (1 year 4 months)
Evaluated, classified, and moderated user-generated content in line with client policies to maintain platform integrity and user safety. Improved operational workflows and quality standards through training, continuous improvement, and cross-functional workshops.
Live Channel Experience Associate
Lazada
Mar 2023 - Aug 2024 (1 year 5 months)
Led a workflow automation project for Partner Support Center agents to reduce manual overhead and improve front-end operational efficiency. Governed BPO performance and budgets, owned end-to-end reporting with SQL dashboards, and coordinated stakeholders to manage escalations and mitigate process risks.
Partner Support Centre Associate
Lazada
Dec 2021 - Feb 2022 (2 months)
Owned end-to-end UAT launches for seller-experience features and agent-facing tools, ensuring readiness for production release. Led agent automation process improvements by launching 2 SOPs, managed bi-weekly performance reporting, and performed root-cause analysis to improve CSAT/Seller Satisfaction and operating models.
Customer Service Team Leader
Bellsystem24-HoaSao
Mar 2021 - Nov 2021 (8 months)
Managed day-to-day CS operations, including process escalations, quality checks, staffing needs, and real-time queue and schedule adherence monitoring. Led SLA deviation root-cause analysis and action plans, handled escalations and special customer requests per SOPs, and improved KPIs and customer experience through process enhancements and stakeholder coordination.
Education
Degrees, certifications, and relevant coursework
Ho Chi Minh City University of Law
Bachelor of Laws, Civil - Commercial - International Law
2015 - 2020
Earned a Bachelor of Laws with a major in Civil - Commercial - International Law. Studied from Sep 2015 to Oct 2020.
Availability
Location
VietnamAuthorized to work in
Job categories
Skills
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