Kho tài liệu 
Chuyên trang đào tạo 
Việc làm thêm
Đinh Ngọc Xuân Lâm
29 Lượt xem hồ sơ
Nữ, 01/02/1995, 31 tuổi
Đường Nguyễn Hoàng Tôn, Tây Hồ, Hà Nội
Cập nhật: 17/06/2026
Thông tin liên hệ
Hồ sơ ứng viên có số điện thoại, email và bao gồm 2 cv đính kèm.
| Thống kê kết quả liên hệ của các nhà tuyển dụng | Số lượt | Thời gian liên hệ gần nhất |
|---|---|---|
| Liên hệ thành công | 0 | Chưa có |
| Liên hệ không thành công | 0 | Chưa có |
Từ 5 đến 10 năm
Nhân viên
Tiếng Anh (Giỏi)
1.000 - 4.999
Kinh doanh & tiếp thị
Giới thiệu bản thân
Trình độ học vấn chuyên môn
UNIVERSITY OF SOUTHAMPTON
SCIENCE IN MANAGEMENT - Đại học
2013 → 2017
Kĩ năng
Kinh nghiệm làm việc
CUSTOMER EXPERIENCE SPECIALIST tại AGODA INTERNATIONAL (MALAYSIA) SDN. BHD
3/2021 → 2/2024 (2 năm 11 tháng)
MALAYSIA
- Receive real-time contacts and handling inquiries, requests and complaints from customers and/or hotels, supplier, and online travel agencies regarding hotel reservations in a timely, professional and effective manner by efficiently applying different standard operating procedures for different cases. Contacts are in either Vietnamese or English. Participated in supporting Thai and Bahasa Indonesia with translation tool when required during peak seasons. - Commended by Team Managers for my eye for details when checking the case's nature and history, especially when handling complaint cases. Able to spot mistake (if any) made by previous colleague(s) who handled the same case. Then after fixing the mistake as well as provide the correct solution for customer/partner, proceed to provide feedback to the colleague(s) at fault with their Manager so they can learn from it. - Worked with Team Manager to identify the cause of several issues and provided Accommodation-Vietnamese team with an effective procedure as well as training materials for new agents, helping reducing handling time and negative reviews. - Show high integrity by maintaining confidentiality with customers’ information at all times. - Provide constant feedback on company’s new technology experiments and other current procedures in order to help development team continuously improving these tools and bettering the daily case handling process. - Always keep up-to-date with new procedures, new tools from company.
REAL TIME SPECIALIST (SECONDEE) - (RTS) tại AGODA INTERNATIONAL (MALAYSIA) SDN. BHD
2/2024 → 12/2024 (9 tháng)
MALAYSIA
- Monitor and balance traffic queues of inbound contacts for Accommodations, Flights, Property Partners markets, from Voice, Emails, Messaging/Chat, etc, channels, to ensure all languages/queues maintain their SLA performance targets. Deploy effective interventions as aligned with internal escalation matrix when a queue is in need. - Support during technical outages by providing real-time impact assessments, coordinating workarounds and utilising all available levers, resources as required. - Create and distribute detailed reports for different stakeholders, e.g. Operation managements, Workforce managements, Senior Leaderships, etc. - Develop and deliver actions with up-to-date data, outlining the RTS team's effort to stabilise one/multiple queues in critical status. - Manage daily communications with key stakeholders on SLA challenged alerts, opportunities on monitoring agents' activities, provide traffic management assignments for agents. - Through ticket request system, execute skillset change in accordance with SOPs. - Efficient with multiple tools e.g. Sharepoint forms, Genesys Pulse dashboards (utilising and script building), Genesys Administrator Extension (GAX), Consul, Superset, Tableu, Verint.
ACCOMMODATION SERVICE SPECIALIST tại AGODA INTERNATIONAL (MALAYSIA) SDN. BHD
1/2025 → 4/2026 (1 năm 3 tháng)
Việt Nam
- Support day-to-day management of accommodation partners through emails and phone calls. - Handle Vietnamese and English contacts. Flexible to support other languages' emails queue by utilising translation tool (with proper disclaimer). - Resolve partners' inquiries, complaints, and finance-related issues while meeting KPIs and ensuring first-contact resolution. - Multi-skilled to cross-support Customer Service Team during high traffic. - Coordinate with cross-functional teams (Finance, Customer Service Team, Partner Services, etc.) to troubleshoot issues across both backend systems and frontend display to/affecting not only accommodation partners but also customers. - Contribute to team meetings, training, and knowledge-sharing; act as subject matter expert for new specialists and provide feedback to other agents. - Closely collaborate with Team Manager on reporting system issues and SOPs' improvement opportunities with maximum efficiency as end goal.
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