Hồng Nhựt

I am a senior executive with 10 years of experience specializing in B2C Customer Service and B2B Partnership Operations. My core strengths include relationship building, SOP development, customer journey design, omnichannel management, cross-selling strategies, rapid CRM system adaptation. In the future, I aim to advance my career to become an expert in Customer Service or Customer Success.

PARTNERSHIP OPERATION EXECUTIVE at ZENYUM VIETNAM CO., LTD (2024-08 – 2025-05)

• Conducted market research, approached and assessed dental clinic capabilities to facilitate partnerships, managed +300 partner dental clinics; took directly responsible for the entire contract lifecycle (new signings, renewals), commission policies, onboarding, system training, and documentation.
• Directly consulted and closed deals on treatment plans generated from clinic referrals.
• Conducted operational training and user guidance for the Zenbase dental system for partners, to monitor and update patient results.
• Established SOPs and SLAs for internal teams and partners on Salesforce, ClickUp, and Google Workspace.
• Led NPS surveys, handled periodic complaints, and compiled internal case studies.
• Clinic referrals contribute 10-20% of total revenue
• 5% reduction in refinement rate
• 80% of dental clinics meet SLA requirements; Decreased follow-up exam result wait times from 30 days to 3-5 days; Shortened refinement treatment plan delivery from 42 days to 17 days.
• Over 80% of dental clinics will successfully renew their contracts by 2025.

CUSTOMER SERVICE SPECIALIST & SALES RETAINER at ZENYUM VIETNAM CO., LTD (2023-05 – 2024-08)

Retainer Sales: Leveraging potential customer data, providing consultations and closing deals; monitoring shipping processes and handling warranties.

Customer care: Monitor follow-up appointments and customer compliance with aligner wearing on the CRM, ensuring 100% of appointments meet SLAs and keeping backlog below 5%. Systematically tracked NPS, CSAT, and Google Review ratings through regular surveys. Spearheaded the 'Patient Referral' initiative to optimize customer acquisition and organic growth. Directly handle complaints and coordinate complex disputes to the Legal or Dental Professional departments.

System

Design &

Experience Management: Directly designed end-to-end customer journeys and personalized dashboards and reports for each position on Salesforce; built documentations on ClickUp; developed a library of templates (macro emails/messages) on Intercom and Zalo to optimize response speed.

• Retainer CR increased from 10% to 43% in 3 first month and remained stable; achieving 181% of the sales target in Q4/2023.
• NPS > 30, CSAT > 95%, Google review increase 4.6 to 4.8 and remained stable.
• Patient Referral 2024 project, resulting in a 200% increase in leads compared to 2023 with a conversion rate (CR) of 17%.

CUSTOMER SERVICE MANAGEMENT ASSISTANT at YAME VN CO., LTD (2021-10 – 2022-07)

• Established and controlled the service SLA system for the entire system of over 30 stores and online channels; directly optimized the complaint handling process to increase CSAT rate.
• Implemented customer retention campaigns to boost repurchase rates.
• Managed, trained, and scheduled work for a team of 4 staff members.

SOCIAL MEDIA TEAM LEADER at YAME VN CO., LTD (2016-08 – 2021-10)

• Managed content on large-scale social media platforms (Facebook 2.7M followers, Instagram 1M, Zalo 300K, Facebook Group 32K).
• Acted as a strategic bridge between Marketing and Online Sales to optimize conversion rates.
• Responsible for optimizing message/comment response rates and resolving complex complaints across both online and in-store channels.

SALE ONLINE SPECIALIST at YAME VN CO., LTD (2014-12 – 2016-08)

• Directly responsible for operating the entire online order processing procedure: from receiving, confirming, coordinating warehousing, tracking delivery routes to controlling warranty/return rates.

SALE ASSOCIATE at YAME VN CO., LTD (2014-10 – 2014-12)

General Marketing in Marketing – University of Finance - Marketing (2011 – 2014)