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.
