Travel Customer Support Specialist tại Concentrix

6/2023 → 5/2024 (10 tháng)

Hồ Chí Minh, Việt Nam

Delivered customer support to international travelers via phone and live chat, providing professional service in a fast-paced, multilingual environment. • Assisted guests with flight reservations, itinerary changes, cancellations, payment inquiries, and travel documentation, ensuring accurate and timely resolution. • Handled customer complaints and service recovery, offering suitable solutions while maintaining high customer satisfaction. • Utilized GDS platforms (Amadeus, Sabre, and Galileo) to manage reservations, process ticket changes, and resolve booking issues efficiently. • Communicated confidently in English with customers across Europe, Southeast Asia, and South America, delivering clear and professional assistance. • Collaborated with airlines and internal departments to resolve complex travel issues and ensure seamless customer experiences. • Identified upselling and cross-selling opportunities by recommending suitable travel services based on customer needs.

Front Office & Guest Services Supervisor tại California Fitness & Yoga

6/2024 → 6/2026 (2 năm )

Hồ Chí Minh, Việt Nam

Supervised a team of 20 Front Desk Associates, ensuring professional guest service standards, efficient shift coordination, and smooth daily operations. • Managed daily front office operations, welcoming 900–1,100 members and visitors while delivering efficient, personalized service. • Handled guest inquiries, complaints, and service recovery, building positive guest relationships and maintaining high customer satisfaction. • Assisted with membership registration, renewals, guest access, payment processing, and telephone inquiries, ensuring accurate and professional front desk support. • Coordinated with Sales, Personal Training, Housekeeping, and Facilities to deliver a seamless guest experience and resolve operational requests efficiently. • Utilized CRM systems and Microsoft Excel to monitor KPIs, generate operational reports, analyze service trends, and support continuous process improvement. • Investigated operational issues and complex customer cases, collaborating with cross-functional teams to implement corrective actions and ensure compliance with company SOPs. • Achieved and maintained 97%+ operational audit compliance, including 100% compliance for eight consecutive months, by upholding quality standards and operational excellence. • Trained and mentored new Front Desk Associates, ensuring consistent guest service standards, operational procedures, and team performance.

Outstanding Performance - California Fitness & Yoga

9/2024

Received Star pin award for personal outstanding performance throughout Q2-2024

Vương Thị Kim Ngân (Natalie) - Head of Member Experience

Công ty TNHH Trung Tâm Thể Dục Thể Hình & Yoga California

natalie.vuong@cali.vn