Tâm Pham

Moved into this role after about a year leading the customer service team, so the transition wasn't completely from scratch — I already knew how to run a floor, manage headcount, and push through process changes.

The scope here is different. The work is more about identifying risk patterns, making judgment calls on content and account activity, and making sure the team applies policies consistent

1.Responsible for onboarding and training new team members, maintain high performance in handling security-related tasks to determine whether cases involve real threats or false positives.

1.Developing, evaluating, and analyzing the performance and quality of each individual in customer experience.

Lead a team of approximately 12 customer service agents handling inbound support for international accounts. Day-to-day involved coaching agents 1:1, monitoring KPIs (CSAT, FCR, AHT), reviewing quality scores, and managing escalations.

Before moving into this TL role, I spent time as a QA analyst on the same floor, so I understood what "good" looked like before I had to lead people toward it. Tha

Transitioned into QA after about a year on the floor as an agent, which honestly made the job easier — I already knew where agents cut corners and what the escalation pressure actually felt like.

The role was mostly about monitoring call and chat quality for a team supporting international accounts. I'd review interactions against a scoring rubric, flag patterns, and feed back to the TLs so they

1.Developing, evaluating, and analyzing the performance and quality of each individual. 2.Ensure products meet established quality standards and industry benchmarks.

Started here as a frontline agent handling inbound support for international accounts across voice and chat. The accounts were English-language, so most of the day was spent managing customer queries, troubleshooting issues, and logging case notes accurately.

Nothing glamorous about it — the work was repetitive by nature, but it was where I got a real feeling for how operations actually run. You

1. Indicate customer needs and provide assistance based on procedures. 2.Handling complaints and solving complex issues.

1.Dispensing beverages and decorating menus. 2.Manage shift assignments, calculate and divide raw material imports.

1.Content writer, writing commercials, editing images and videos. 2.Design fanpage for new shop, post attractive content, and building images.

Worked in an outbound sales role handling English-speaking customers, primarily focused on converting leads and closing deals over call and chat.

The job was quota-driven, so most of the focus was on pipeline management, objection handling, and keeping conversion rates up. Working with foreign customers daily meant I had to communicate clearly and adapt quickly — you don't get many second chances

1.Research pros and cons of different products, get to know deeper into their effects on humans. 2.Build and optimize selling pages to aim for potential customers.

1.Recruit and evaluate new interns, find out talent contestants. 2.Team management: set up plan and work division, check the process, and hand out advice. 3.Research and develop new skills for campaigns through study and training.