Customer Service Manager tại Vinmec Phu Quoc International Hospital

12/2016 → 3/2019 (2 năm 2 tháng)

Phu Quoc, Kien Giang, Vietnam

• Handling all escalated customer complaints by using complaint analysis to drive continuous improvement for efficiency and customer experience. • Revenue & Cost Control. • Set up and develop Risk management for customer service department based on daily reporting and analysis. • Lead and drive health check package sales, contributing 40% hospital revenue. • Receiving and coordinated settlement accounting with all debt maturing over 1 year of direct-billing insurance companies within 2 months. • Planning and implementation of training and retraining of staffs about customer service. • Budgeting and planning to implement the customer care program in place to improve the quality of customer service. • Member of Emergency Care Task Force for Miss Grand International and organizing board of International Emergency Medicine Conference 2017. Advanced Leader Award 2017 Advanced Leader Award 2018 Risk Management Award 2018

Operations Manager tại Ninila Fruit Farm Bungalow Phu Quoc

1/2016 → 11/2016 (10 tháng)

Phu Quoc, Kien Giang, Vietnam

21 Bungalows, 1 Restobar, 1 Spa • Responsible for all aspects of daily operations, customer service and sales. • Designed and set up refresh hotel website http://ninilaphuquoc.wixsite.com/homepage • Develop relationships with preferred suppliers to market the best travel products to our customers • Oversaw accounting, records maintenance, banking, invoicing and in house advertising • Interact positively with guests and take action to resolve problems to maintain a high level of customer satisfaction and quality

Outlets Manager tại Vinpearl Resort Phu Quoc

1/2015 → 11/2015 (10 tháng)

Phu Quoc, Kien Giang, Vietnam

• Managed the entire FF&E and OS&E process • Assisted and handle to FBM, FBD for Manning, Restaurant Concept, F&B Menu. • Set up par stock, layout for all venues • Focused on Stock Management, Risk Management to reduce potential losses • Provided training program with Vin-Academy for outstanding service with Smile attitude team members Leaded and drive Signature Restaurant sales, contributing 60% of Department revenue by efficiently fostering team work and focusing on guest services • Managed events for more than 1000 attendees • Identified key local talents for succession planning • Entrusted with handling and organizing high profile events for Vietnam Head of Government and dignitaries • Maintained cost at 25% by management of procurement, stock controls and ongoing maintenance

F&B Manager tại GEM Center

6/2014 → 1/2015 (7 tháng)

Ho Chi Minh City, Vietnam

Pre-opening team, 3 F&B venues • Introduced Inventory Control Systems • Developed standard operating procedure, ordering and purchasing control • Managed the food, beverage, vendor negotiations and costing menu • Accomplished recruiting plans, hiring decisions and training programs for The Log Restaurant

Operations Manager tại Autochtones Organization – France

1/2013 → 6/2014 (1 năm 5 tháng)

Hà Nội, Hoàn Kiếm, Hanoi, Vietnam

• Re-structured service and finance systems and controls • Conceptualized both kitchen and service, and launch the first event venue serving Vietnamese Fusion cuisine plus providing the Eco Tours in France & Hanoi

Event Supervisor tại Hyatt Hotel Canberra

10/2010 → 11/2012 (2 năm 1 tháng)

Canberra ACT, Australia

• Ensured that staffs are motivated, monitored and measured in line with company • Targets and performance standards • Responsible for making sure that any gaps in performance or quality are quickly identified and addressed • Produced accurate reports on team performance for senior managers • Directed delivered service to Australian Prime Minister Julia Gillard, British Royal Family Employee of the Month 2010 Employee of the Month 2012 Moving back to Vietnam

Food & Beverage Attendant tại Novotel Hotel Canberra

1/2010 → 1/2012 (2 năm )

Canberra ACT, Australia

Store Manager tại Thanh Binh Jeune Supermarket

1/2006 → 8/2009 (3 năm 7 tháng)

Paris, France

Promoted from Assistant Manager • Developed new skills and competencies in HR, Financial. Responsible for overall food store operations, guest relations and services. • Responsible for Retail Food & Beverage Sales & Trends Moving to Australia

Risk Management No.1 Ranking

8/2018

Vinmec International Hospital

Advanced Leader Award

12/2018

Vinmec Phu Quoc International Hospital

Advanced Leader Award

12/2017

Vinmec Phu Quoc International Hospital

Employee of the Month

1/2012

Hyatt Hotel Canberra

Employee of the Month

11/2010

Hyatt Hotel Canberra

Đinh Xuân Diễm - CEO

Vinmec Phu Quoc International Hospital

diemdx@vinmec.com - 0919409848