Looking for a job

Viktor Bui

@viktorbui

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I improve global customer support operations, service quality, and escalations across international markets.

Vietnam

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What I'm looking for

I'm seeking Customer Success, Technical Support, Customer Service or Support Operations opportunities in fast-paced international teams where I can improve service quality, support escalations, strengthen onboarding, and coordinate high-volume global operations.

I'm currently leading customer support operations at iTechwx Company Limited, coordinating support and presales work, manpower planning, escalations, and regional holiday coverage. I work with up to 200 associates indirectly and coordinate directly with 30+ team members.

I've developed PowerBI dashboards with DA and BA teams to improve operational visibility, while streamlining QA workflows, service monitoring, onboarding, coaching, and KPI alignment.

Previously at iTechwx, I reviewed high-volume email and phone interactions across NOAM, EMEA, and APAC, monitored backlog, response time, and resolution rates, and handled critical customer-impacting incidents.

My earlier technical support and customer service work at iTechwx and on the Concentrix Booking.com project taught me to turn technical documentation into clear guidance, de-escalate difficult situations, and build customer confidence through email, live chat, and phone support.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Operations Lead

Current

iTechwx Company Limited

Mar 2026 - Present (6 months)

Developed PowerBI dashboards to improve operational visibility and support monitoring efficiency. Managed cross-functional support and presales operations with indirect oversight of up to 200 associates and direct coordination with 30+ team members.

Power BI Operations Management Cross functional Coordination Escalation Handling Onboarding Coaching KPI Management De escalation