Customer Experience Assistant Manager

Lead premium customer experience programs for Vietnam's largest jewelry retailer. Managed a 45-workshop VIP engagement program with a VND 3.2B budget that generated VND 31.5B in revenue, delivered 546 VIP conversions, and exceeded the revenue target by 57%.

Designed and scaled VIP journeys, including Diamond Lounge, activations, and retention programs across key branches. Led omnichannel customer activations, crisis service recovery initiatives, and national CX stakeholder alignment while managing two senior executives.

Owned high-risk customer escalation management across six Southeast Asian markets, including cases involving legal, regulatory, fraud, and national authority enquiries.

Improved escalation operations through data-driven process redesign, reducing average resolution time from 34 to 16 hours and lowering the escalation rate from 7% to 5%. Standardized issue-resolution frameworks with regional cross-functional teams.

Led customer insight analysis to identify service gaps and improve customer experience across the marketplace.

Managed a project that increased Return NPS from 32.4% to 50.7% within six months. Developed SOPs and process automation that reduced dispute resolution time from 50 to 30 hours.

Led claims, recovery, key account, customer service, and operations functions for a third-party logistics provider serving e-commerce marketplaces. Introduced fraud detection checks and a damaged-goods liquidation process that recovered approximately 80% of loss value within one year.

Managed relationships with key sellers and marketplaces including Lazada, Tiki, and Sendo. Supervised customer service teams, coached staff on service standards, documented operational SOPs, and secured approval for data-driven process improvements.

In progress. Led a six-member MBA group developing a strategic proposal to rebuild customer trust at PNJ, including authorship of the strategy chapter and an 18-month implementation roadmap.

Graduated with a GPA of 3.2/4.0. Received Outstanding Student of EIU recognition for four consecutive years and the Provincial Five Merits Student award. Served as Secretary of the Youth Union Chapter and represented Vietnam at the 2nd Asia-Pacific Graduate Student Alliance Conference in Malaysia.