Envie Nguyen

Customer Service Manager (B2B & Distribution)
• Standardized B2B service operations for 400+ distributors through SOP and SLA frameworks, stabilizing nationwide service delivery. • Reduced distributor churn from 18% to 11%, strengthening retention and protecting channel revenue.
• Redesigned damaged goods return and credit processes, cutting resolution time from 10 to 5 days and improving AR cash flow.
• Built proactive VoC/VoE feedback loops with Sales teams, increasing CSAT from 45% to 82%.
• Led a nationwide team of 5, maintaining 90%+ resolution satisfaction during rapid scale-up.
Customer Service Team Leader | 01/2017 – 09/2018
• Led a team of 5–7 managing monthly orders across MT/GT channels, achieving 98% OTIF.
• Standardized order workflows, reducing response time by 50% and increasing CSAT from 75% to 90%.
• Monitored KPIs and coached team performance, ensuring smooth coordination between Sales and Supply Chain.

• Built structured VoC collection across app and SMS channels
• Identified service friction points, reducing app uninstall rate by 12%
• Standardized feedback analysis, shortening insight turnaround from 7 days to 48 hours

• Led integration of Antbuddy (CRM) and Haravan, unifying data for 75,000 customers to enable lifecycle tracking.
• Built a a 90-day automated lifecycle, increasing repurchase rate by 8% and incremental revenue by 10%.
• Reduced cost-to-serve by 20% through self-service portals and chatbot deployment, diverting 30% of repetitive inquiries.
• Standardized warranty communication workflows, improving CSAT from 75 to 85 within six months
• Led Digital CX Strategy, transforming legacy CS into a structured CX function with defined governance and service accountability.