Đức Trần

Trainer & Mentor with over 2 years of cross-industry experience across E-commerce and Banking sectors. Specializing in operational training, staff coaching, and complex complaint resolution. Adept at guiding frontline teams to resolve service gaps, ensure compliance, and elevate overall service quality to drive impactful customer experiences.

Training Consultant & Operations (Wealth & Privilege Banking) - UOB - CNX - HCM City

(2024-12 - 2025-12)

• Conduct quality monitoring and performance analysis of customer interactions to identify service gaps, compliance risks, and customer pain points.
• Analyze QA findings and operational feedback to support continuous improvement initiatives and enhance customer experience.
• Deliver onboarding and refresher training programs on banking processes, compliance standards, and customer handling practices.
• Support escalation management and collaborate with stakeholders to resolve complex customer issues effectively.
• Develop SOPs, training materials, and operational documentation to standardize service quality.
• Mentoring & guiding agents with process-related inquiries and supporting realtime issue resolution.
• Coordinate with QA, Team Leaders, and cross-functional teams to improve workflows and operational efficiency.
• Conduct coaching sessions based on performance metrics and QA insights to improve service quality and customer satisfaction.

Customer Advisor Specialist (E-commerce) - VIETNAM CONCENTRIX SERVICES - HCM City

(2023-11 - 2024-12)

• Managed 28–38 customer cases daily across calls and emails involving bookings, billing, technical support, and reservation adjustments
• Achieved 89% (FCR) and maintained 94%+ CSAT through effective problem-solving and customer communication.
• Supported conflict resolution and handled escalated cases to ensure fair and customer-focused outcomes.
• Identified recurring operational pain points and contributed improvement recommendations to enhance service processes and customer satisfaction.
• Collaborated with internal teams and accommodation partners to resolve operational and customer journey issues.
• Collaborated with cross-functional teams to troubleshoot complex cases, utilizing deep knowledge of platform operations and customer service protocols.

Customer Experience Specialist - LIFE FITNESS AND YOGA - HCM

(2021-09 - 2022-12)

• Assisted members with inquiries related to membership, billing, and class schedules.
• Handled customer complaints and executed complaint resolution to provide solutions that improve overall service experience.
• Drive customer retention and loyalty by effectively communicating key membership benefits and promotional campaigns.

SPORT BUSINESS AND EVENT MANAGEMENT - TON DUC THANG UNIVERSITY (2019 - 2024)