Ngo Thuan Phat

Customer Service Project Supervisor with 6+ years of progressive experience leading large-scale BPO projects. Proven track record in building high-performing teams, driving customer experience, and delivering operational excellence through people development, data-driven management, and continuous improvement. Motivated to embrace new challenges and contribute lasting value in a dynamic organization.

Project Supervisor - Viet My SSU

(2025-08 - 2026-07)

• Led the delivery of a customer service project comprising 150+ agents and 25 management staff across Operations, QA, Training, and Data Analytics to deliver project performance.
• Developed leadership capability through coaching, succession planning, performance management, and employee engagement.
• Directed workforce planning, staffing strategy, and resource allocation to consistently achieve SLA, headcount, and productivity targets.
• Established KPI frameworks aligning individual and management performance with business and client objectives.
• Led quality governance through KPI monitoring, and continuous improvement to enhance customer experience.
• Partnered with QA and Operations leaders to strengthen service quality and operational consistency.
• Built workforce capability by standardizing onboarding programs, SOPs, and competency development.
• Reduced onboarding time by 15% while increasing training pass rates from 80% to 95%.
• Served as the primary business partner for clients and cross-functional stakeholders, driving project delivery and issue resolution.
• Collaborated with HR, Recruitment, IT, Finance, and Administration to ensure business continuity and project success.

Quality Team Leader - Viet My SSU

(2022-05 - 2025-07)

• Led QA team of 15 members supporting over 150 agents; improved CSAT to ~85%
• Built KPI systems ensuring no QA ranked lowest for 3 consecutive months; developed a professional and transparent QA team structure
• Recruited and trained QA new hires; all QA members upskilled in data analysis, communication, and training skills
• Developed and standardized SOPs, training materials, and operational guidelines
• Evaluated QA performance and provided growth opportunities (team management, mini projects)

QA Cum Trainer - Viet My SSU

(2021-10 - 2022-05)

• Delivered onboarding training for over 50 batches (average 5–15 trainees per batch), maintaining pass rate >85%
• Identified root causes of issues and provided action plans to ensure agents met performance targets
• Anticipated operational risks and proposed solutions to improve customer experience

Customer Service Agent - Viet My SSU

(2020-03 - 2021-10)

• Handled customer inquiries related to orders, accounts, and other issues
• Maintained performance metrics including CSAT, Productivity, and CQM

Customer Service Agent - Mat Bao Corporation

(2019-10 - 2020-02)

• Handled inbound customer calls and support requests
• Ensured KPIs such as CSAT, Productivity, and CQM