Trần Hoàng Anh

Provide end‐to‐end support to hotel partners on payment‐related issues, including payment rejections, payout execution, supplier onboarding, reconciliation tasks, and inquiries across TT, VCC, and PayPal.
Work cross‐functionally with Accounts Payable, Accommodation Assistance, Supply, and IT teams to resolve complex operational cases and manage high‐priority escalations.
Lead and mentor a group of Customer Payment Support agents by offering expert guidance on complex cases, monitoring performance metrics, and ensuring rapid adaptation to evolving processes and requirements.
Act as a subject‐matter expert for critical payment matters—contributing to a 30% reduction in bank‐account‐review backlog, maintaining QA scores above 80%, and co‐authoring key SOPs and product instructions used across Payment Operations.

Handled partner support inquiries, including rate adjustments, advisory services, and booking‐related escalations from the partner support site.
Served on the QA taskforce (Mar–Jun 2024), helping clear 70% of RASM’s pending cases and providing insights into agent case‐closure behavior.
Supported KA connectivity issue handling, managed L1 escalations, and maintained strong KPI performance while sharing knowledge and best practices with teammates.

Resolved customer issues and managed urgent inquiries
Supported team manager with team outings & RnR activities
Maintained strong KPI performance under pressure
Operated multiple internal tools (Athena, Wizard, Genesys)

Supported citizen protection and immigration cases while translating Thai–Vietnamese–English. Prepared internal memos and coordinated logistics across Consular and Economic Affairs teams. Created social‐media content and assisted cross‐team tasks to improve workflow efficiency.