LÊ HẠ HIỀN

To join an interactive, fast growing and changing organization that offers me a constructive workplace for communicating and interacting with customers and people.

To have a professional clients service, account management career with Middle Management position in 10 years

• Mong muốn tìm được chỗ làm có cơ hội thăng tiến tốt
• Mong muốn tìm được nơi có cơ hội cống hiến bản thân tốt

I have more than 6 years of sales executive, key account management and customer service experience in retail banking, consumer electronics industry from B2C Executive sales to B2B Customer Service Professional
I have working experience in working with local and multinational companies, which helped me a lot in dealing with both internal and external customers regarding sales execution, key account management and customer support
Independent with professional Sales and Customer Service skills, adaptable with any working environment and industry, effective in interpersonal communication and efficient in key account planning and execution, I am evaluated to be strong in cross functional skill to meet customers and company KPIs.

• Kỹ năng giao tiếp
• Lập kế hoạch

Client Service Professional - Dealer                                                        Jun 2015-Present

Samsung Vina Electronics, Customer Service Department

Key Account management -Service (Samsung Dealers: Thegioididong, Cao Phong…)

Establishing day to day business relations with dealers and supporting their service performance, as their main contact point from Samsung.
Suggesting service improvement plan to dealers, organizing CS campaigns internally
Manage everyday dealer escalations and take pro-active measures to meet service level requirements and resolve service requests
Daily check related reports/data for sure that all dealer support transactions at assigned CS Centers are reconciled at day end without errors.
Promptly and accurately complete all related dealer support activities, in accordance with relevant service standards and to the dealer’s satisfaction. Back-up team-members when workload makes this necessary
Developing strong analytics to evaluate daily/weekly/monthly service performance and optimizing further solution for service enhancement
Good relationship with Sale Force and/or other functional teams to get their full co-operation in daily activities

People management (3rd Party Dealer Care Staffs)

Determine and set appropriate KPI’s and Metrics for the 3rd Party team. Work with the team to meet and exceed their quotas.
Keep up to date on new or enhanced products/services in order to maintain high quality service with accurate information providing to customer
Mentor, train and develop existing and new staff through coaching, the provision of constructive feedback, counselling, and recognition. We will provide extensive training up front.
Facilitate performance plans, performance reviews and developmental plans for team members

Retail Sales Executive                                                                                   Apr 2013-May 2015

Citibank, Retail Banking

To approach, contact new and existing customers in order to maintain and expand the bank’s credit customers base.
To get financial and other related information from customers in order to establish and develop profitable relationship with the customers
To advise customers, where possible, concerning business management and financial matter in relation to the credit and to set banking facilities and to establish and negotiate with customers the terms and conditions which suit the customers’ requirement under the scope given by the Management.
To collect information from various sources to evaluate the performance of each credit customer.
To prepare daily transaction for approval when there is an overlimit which is beyond the Branch’s authority
To follow up the performance and monitor the risk of credit customer and report the potential problem account to the Management
To act as service window for credit customer for matters related to banking services and assist to handle complaints from credit customers
To coordinate with other department in improving the performance of the branch especially in lending fields and in updating customers’ data.

Bachelor Degree in Finance and Banking