Tien Le

Dynamic operations analyst with 3 years of Canadian and international sales and marketing experience in corporate and start-up environments. Strong background in global business management and entrepreneurship, with a proven track record of delivering high-impact solutions and strategic recommendations to drive business decisions. Exceptional communication, time management, and negotiation skills, fostering collaboration and teamwork to consistently exceed expectations.

Manulife Insurance, Halifax, Canada May 2024 – Aug. 2024

OPERATION ANALYST (GWAM New Graduate Program – Retirement Operations)

• Revamped website, resulting in a 15% increase in traffic and form submissions, 20% faster inquiry processing, and significantly improved tNPS by enhancing user experience and customer satisfaction.
• Conducted detailed NPS analysis using MS Power BI, MS Excel, and Medallia to identify top detractors and suggested actionable solutions that directly impacted customer experience and retention.
• Delivered SWOT analysis for thematic feedback and recommended process improvements to streamline customer inquiries using Design Thinking methodologies, including Customer Journey Mapping and Success Metrics.
• Supported eight cross-functional business units within Operations, driving collaborative process enhancements and contributing to the overall effectiveness of the Retirement Operations team.

GROCERY RETAIL LEADERSHIP INTERN

• Oversaw operational projects and initiatives to optimize store processes, including budgeting, payroll, loss prevention, and employee scheduling, leading to significant improvements in in-store performance.
• Leveraged technical tools including Computer Automated Ordering (CAO), Fresh Item Management (FIM), and Grocery Automation Software (GAS) to drive inventory efficiency and reduce operational waste.
• Collaborated with department managers to streamline daily operations across multiple departments, contributing to enhanced productivity and elevating customer service outcomes.

SALES LEADER

• Promoted to Sales Leader within four months, leading a team of three employees to consistently meet and exceed monthly sales and donation targets for Breast Cancer Canada and Wax Waterless Car Wash products.
• Increased overall sales performance by 15% by providing personalized team training and mentoring, sharing customer engagement best practices, and improving product knowledge.

MARKETING INTERN

• Helped increase VINFAST brand awareness by collaborating with global influencers, Nas Daily and Supercar Blondie, to produce viral social media content.
• Assisted Head of Marketing in developing comprehensive proposal for new US showrooms, playing key role in evaluating 15 event agencies and suppliers.
• Delivered critical insights that shaped and enhanced VINFAST's global promotional campaigns by conducting comprehensive analysis of five marketing strategies for electric car brands.
• Designed and executed strategic community-building initiatives, expanding VINFAST's customer base by 5% through targeted marketing campaigns and enhanced customer service experiences.

MARKETING SUPPORT

• Managed the "Music for Your Well-being" event from concept to execution, engaging 50 participants and collaborating with key stakeholders to ensure a seamless 4-hour program.
• Supported large-scale events such as the "Singer Exhibition - Diva Dictionary Press Conference & Music Concert," which engaged 700 attendees, including celebrities and VIP customers.
• Provided high-level administrative support to five Sales Leaders, streamlining communication with clients and ensuring timely execution of marketing initiatives.

SALES STAFF

• Exceeded sales targets, selling between five and 10 English courses monthly through strong customer relationships and follow-ups.
• Drove repeat referrals and built lasting customer relationships through personalized phone and social media follow-ups. 

WiFEC, Toulouse, France (remote from Vietnam) Sept. 2020 – May 2022

Wings for the Future – Education Through Connection (WiFEC) was a non-profit promoting academic, literacy, computer, and soft skills to underprivileged Vietnamese students through programs designed for lifelong success.

EXTERNAL RELATIONS LEADER | May 2021 – May 2022

• Increased funding by 20%-30% through strategic growth planning, supporting the launch of three free classes and five educational projects for disadvantaged students.
• Led cross-functional teams across Media, External Relations, Teaching, Curriculum Development, HR, and R&D, streamlining processes to maximize efficiency.
• Delivered bi-monthly performance feedback to team leaders, significantly enhancing team productivity and optimizing workflow.

• Raised $5,000 in six months through crowdfunding, social media, and networking efforts to support education initiatives.
• Built and maintained partnerships with 18 organizations and three individual sponsors, securing ongoing funding and support.
• Spearheaded five fundraising campaigns, providing scholarships, and online learning equipment, and helping the construction of a mini-school in a rural area.
• Organized a workshop series on Sustainable Education, attracting over 1,500 participants across three events.
• Mentored three team members to achieve the 'Best Volunteer Contribution Award' in 2021.

• Delivered virtual English lessons to rural students, designing tailored learning plans to address individual needs.
• Assisted two students in passing their English exams: one achieved a score of 213/300 on the TOEFL Junior, and the other reached a B1 English Level within three months.

Bachelor of Commerce – Dean’s List, Saint Mary's University, Halifax, Canada 2024

Major: Global Business Management | Minor: Entrepreneurship – Co-operative Education Program