Anh Hoài

Customer Experience and Learning & Development professional with 20+ years of experience in customer service operations, capability development, service excellence and people development. Proven ability to design enterprise-wide learning solutions, build service standards, develop frontline leaders and improve customer experience across multi-site operations. Strong expertise in stakeholder management, coaching, facilitation and operational excellence.

Regional Customer Service & Training Manager at Vietnam Vaccine JSC (VNVC) (2020-01 – Present)

• Led training and service quality initiatives across 10 vaccination centers in Hanoi and Northern Vietnam.
• Monitored daily operations to ensure compliance with SOPs and corporate service standards.
• Coached, mentored, and developed a team of approximately 200 frontline employees and supervisors to maintain consistent service excellence.
• Designed and delivered around 15 training programs annually, covering onboarding, customer service, communication, and operational excellence.
• Collaborated cross-functionally to resolve customer feedback, optimize service processes, and drive continuous operational improvement.
• Designed and implemented 15 training programs annually, covering service quality and operational skills.
• Delivered approximately 50 training sessions and over 100 training hours each year.
• Facilitated both online and offline classes for 50–200 participants per session.
• Contributed to frontline capability development and measurable service quality enhancement.

Customer Service Manager at MaySchool English System (2017-01 – 2019-12)

• Managed the daily operations of the center, overseeing a team of 15 Customer Service staff and supporting the learning experience of over 1,000 students.
• Led the Sales and Customer Service teams to achieve revenue targets while ensuring outstanding customer service standards.
• Managed the center's budget, facilities, and administrative operations to ensure efficient day-to-day performance.
• Planned and executed marketing campaigns, promotional activities, and customer engagement events to enhance brand awareness and business growth.

Service & Training Manager at Placencare Spa System (2009-01 – 2011-12)

• Developed and implemented service quality improvement initiatives to enhance the overall customer experience.
• Designed and delivered training programs for Sales Consultants and Beauty Therapists to strengthen product knowledge, service excellence, and professional competencies.
• Coached and developed Sales Consultants and Beauty Therapists through structured learning and on-the-job coaching to improve individual and team performance.
• Monitored spa operations to ensure full compliance with service standards, operational procedures, and customer experience guidelines.

Training Specialist at Menard Vietnam (2006-01 – 2008-12)

• Delivered product knowledge and sales skills training to frontline employees to enhance sales effectiveness and customer engagement.
• Coached and developed Sales Consultants and Beauty Therapists through structured training, on-the-job coaching, and continuous performance development.
• Participated in brand promotion campaigns, product launches, and marketing events to strengthen brand awareness and customer acquisition.

Bachelor of English Language in English Language – Hanoi Open University