Thy Thy

Results-driven Tech leader with 5+ years of experience in BPO and Enterprise Tech Support. Expert in driving product adoption, managing account health, and implementing data-driven strategies to maximize customer retention and long-term loyalty.

Customer support agent at Concentrix Vietnam (2021-02 – 2023-03)

Travel app with over 1000 customer

• Handled over 500 omnichannel support cases including inbound calls + emails while maintaining CSAT scores above 90%.
• Aided in achieving 100% team KPI compliance for 6 consecutive months.
• Resolved 98% of tier-1 customer inquiries on first contact, significantly reducing team escalations.

Subject Matter Expert (2023-03 – 2023-09)

• Managed performance metrics for a team of 15-20 agents, reducing average handling time (AHT) by 20%.
• Reduced audit failures by 30% through the deployment of standardized communications.

Support Technical Engineer at itechwx Vietnam Company (2023-09 – 2024-09)

• Resolved over 150 tickets with a 80% accuracy rate and a <1% rework rate.
• CSAT reached over 90% showing consistent making customer satisfied.
• SLA met stayed up to 98%.

Senior Support Tech Engineer (2024-09 – 2025-11)

• Coached 3 support agents to consistently maintain a 90% CSAT score.
• Partnered directly with the core Engineering team to eliminate 70% of high-impact operational blocks, directly improving platform reliability and client satisfaction.
• Boosted team morale and performance under pressure through targeted coaching.

Team Leader (2025-11 – Present)

• Led a high-performing technical support pod for Microsoft enterprise clients, consistently maintaining 100% CSAT targets and 94% SLA compliance to ensure optimal Account health.
• Served as primary escalation point, to secure long-term client retention.
• Boosted team morale and performance under pressure through targeted coaching.

Bachelor in Business English Management – HCM OPEN UNIVERSITY (2016 – 2020)