Quynh Mac

Operations-focused professional with 3+ years of experience in content quality control and 2+ years in education operations. Strong in scheduling, issue handling, and progress tracking. Experienced in working with KPIs and improving operational processes to ensure smooth class delivery and positive student experience.

Customer Support at Palfish (2025-09 – Present)

Customer support specialist handling online platform requests and learning session issues.

• Handled 100+ customer requests daily via online platform
• Provided timely support for issues during learning sessions
• Managed and updated customer data
• Coordinated with internal teams to resolve incidents

Center Assistant at Language Link Academic (2023-01 – 2025-12)

Education operations specialist managing class schedules, student coordination, and exam operations.

• Managed class schedules for 20–30 classes per week, assigning teachers based on availability, student level, and class capacity
• Coordinated real-time changes such as teacher absence or student rescheduling, ensuring no class disruption
• Arranged makeup classes by grouping students of similar level and checking teacher availability and classroom slots
• Monitored class progress: tracked number of sessions completed and ensured alignment with the syllabus
• Recorded teacher attendance per session and reconciled with planned schedules
• Maintained class lists: updated student enrollment status and tracked attendance
• Handled feedback from parents/students, categorized issues, and coordinated resolution within 24 hours
• Collaborated with Customer Service team to update learning progress and support course renewal
• Maintained ~90% renewal rate by closely monitoring progress and resolving issues promptly
• Supported exam operations (Cambridge/Olympic): arranged rooms, coordinated students, and supervised exams

Content Moderator at Gear Inc. (2020-01 – 2023-12)

Content quality control specialist ensuring policy compliance and process improvements.

• Reviewed and moderated content based on established guidelines to ensure quality standards
• Identified and handled policy violations and abnormal cases promptly
• Worked under KPI targets for volume and accuracy
• Reported recurring issues and suggested process improvements
• Collaborated with team members to resolve complex cases

Bachelor of Business Administration in Business Administration – Hanoi Open University (2017-01 – 2021-12)