Hằng Thi

Thank you for your interest in my CV. I have nearly 7 years of experience working at a call center, including 03 years of customer care experience in the retail sector and 04 years of experience in the banking and finance sector. During work, I have the ability to withstand high pressure. I have the ability to analyze data and read and understand reports. In addition, I am very careful, hardworking and I like to learn to improve my skills and experience. My career goal is always a professional working environment, promotion opportunities and a salary suitable to my abilities.

Now: Task list of current work: Center Manager_ MindX

1. Operation: 30%

• Directly manage and supervise all personnel at the center: academic department, business department,... ensuring effective operations at the facility, working with members at the facility to achieve breakthrough goals
• Manage and optimize costs at the facility
• Manage the organization and operation of classes at the facility from the time of receiving students to the end of the course such as arranging classes, organizing opening ceremonies, and monitoring classes
• Develop activities to build a positive, dynamic and creative learning environment for students.

1. Team management: 60%

A. Education

2.1 Working with TE:

• Record parents' opinions about the student's learning situation to meet the needs
• Listen and acknowledge subject teachers' opinions to make some suggestions to work with parents on their child's learning progress
• Record cases that arise during the teaching and learning process to provide timely solutions
• Ensure training quality at the facility
• Ensure professional expertise and working processes at the facility
• Supervise teaching activities at the center.
• Academic coordination to master the strengths and weaknesses of each program, compare with similar programs of competitors, and develop a plan to achieve annual quality goals

2.2 Working with STL (Sale Leader):

• Implement promotional programs to serve student recruitment each month
• Training and developing sales staff
•  Build and maintain relationships with customers
• Monitor and evaluate employee performance

2.3 Working with AM:

• Meeting to implement outstanding work from the past month
•  Plan for the next month and promotional programs to serve student recruitment during the month
• Propose vouchers to encourage parents to pay early
• Recruit personnel according to regulations and facility situation

2.4 Working with QC:

• Work with QC to correct employee violations
• Based on QC's report, list the staff's errors from there to remind you to avoid similar violations
• Coordinate with QC to improve service quality at the facility

2.5 Working with CS:

• Provide customer care KPIs for employees, manage the progress and quality of customer care of employees.
• Handle problems arising at the facility regarding operations, handling customer requests and feedback on the learning process.
• Directly in charge of customer care at the facility.
• In charge of resale/upsale programs and targets.

2.6 Some cases of working with parents:

• In some special cases where students miss classes, make up classes, change classes, or change blocks, they need to discuss with parents to complete the contract

3. Business development plan:

• Ensure the progress of class opening according to the general direction, ensuring effectiveness
• Ensure operations at the center according to the Company's working process and development orientation.
• Monitor and propose to AM business promotion strategies
• Coordinate with the Marketing department at headquarters to ensure effective marketing activities at the center

B. Office rental operation management:

• Manage the quality of office rental services at the facility/area in charge.
• Manage facilities, assets, and costs within the scope and according to company regulations.
• Assign duty schedules, arrange and coordinate work for employees.
• Direct QC cleaning and staff work.
• Handle arising issues related to the facility such as fire protection, customer feedback, repairs, and purchases related to the facility.
• Make business plans, develop orientation for assigned centers/branches.

3. Other Task: 10%

• Resolve problems that arise at the center
• Train, assign, manage and supervise the work of department staff
• Perform other tasks as requested by the Board of Director

OTHER WORK EXPERIENCE

1. Quality Control Team Leader:  TPbank (04/2020-05/2024)
2. Supervising specialists improve call quality: Thegioididong.com (06/2016-04/2020)

Graduated: SaiGon Teachnology University

Major: Bussiness Manager Admistration

Degree: Bachor (2010-2014)