Thùy Linh Vũ

Reviewed high volumes of customer interactions and operational cases against established standards, SOPs, and approved requirements. Analyzed recurring errors, facilitated QA calibration sessions, and contributed to SOP development and process improvements.

Coordinated administrative processes and documentation throughout real estate transactions, tracking required documents, deadlines, approvals, and outstanding items. Maintained organized digital records and coordinated with clients, lenders, title companies, and inspectors.

Monitored and evaluated telecollection calls across Pre-Collection through S1–S3 stages against established quality standards. Prepared weekly QA reports and facilitated calibration sessions to improve evaluation consistency.

Monitored and evaluated collection calls across Pre-Collection through M1–M4 and Legal stages, verifying information accuracy and adherence to requirements. Delivered feedback to operators and led monthly calibration sessions.

Provided course information to prospective students in person and by telephone. Supported marketing campaigns and assisted with IELTS application processing on behalf of IDP.

Evaluated tele-verification, telesales, and telecollection calls against detailed quality and compliance requirements. Prepared daily QA reports and supervised outsourced QA night-shift staff.

Handled incoming customer calls regarding interest rates, disbursement, and foreclosure amounts. Coordinated with internal departments to resolve complaints and maintained accurate records of customer interactions.

Grade: 3.06/4.0

Pursued an Associate Degree in International Trade, graduating with a GPA of 3.06/4.0.