Huynh Chau Thao

Quản lý CalL Center

• Mong muốn tìm được chỗ làm ổn định lâu dài
• Mong muốn tìm được chỗ làm có mức lương tốt

- I have experienced 13 years for Call Center Dept and 5 years for Bancasurance Dept

- Management and lead a high performance Bancasurance & Call Center Dept

• Kỹ năng tổ chức
• Kỹ năng giao tiếp
• Kỹ năng làm việc theo nhóm
• Giải quyết vấn đề
• Kỹ năng lãnh đạo
• Kỹ năng thuyết trình
• Lập kế hoạch
• Quản lý thời gian hiệu quả
• Dễ dàng thích nghi với môi trường mới
• Tư duy sáng tạo

2020 - Now Head of Call Center – Kim Dental Company

- People management ( 2 CCM & 10 TL & 100 telesales , 4QA, 2 Trainers, 2 PA , 2 HR)

- Develop KPI targets and initiatives for  in alignment with OP Dept’ s business plan and goals.

- Lead the Managers and all telesales  to ensure KPIs/ number of call/TMR, appointment/TMR, Meet/Appointment, …payment/ meet etc are achieved/exceeded and effectively manage the database resources.

- Conduct effective resource planning to maximize the productivity of resource( people technology)

- Review Quality Assurance /QC control report on Daily/weekly

- Develop/Improve call center system and lead for the new system

- Collect and analyze call-center statistics ( conversion, productivity, customer service metrics, costs..etc

2017 – 2019  Call  Center Senior Manager – Prudential Insurance Company

1. Business Strategy and Plan Development:

- Develop objectives and business plan for the Channel in charge in alignment with company’s objectives and strategies.

2. Sales Management:

- Develop KPI targets and initiatives for LG in alignment with PD’s business plan and goals.

- Develop and implement compensation, incentive and recognition programs and other R&R to support accomplishing these goals.

- Lead the TMR/DMO Managers to ensure KPIs on APE, average number of call/TMR, appointment/TMR, Meet/Appointment, Sales/Meets… etc are achieved/exceeded and effectively manage the database resources.

- Manage performance of LG to ensure that high performance expectations are set and communicated; results are monitored; and high performance standards are maintained and regularly adhered to.

3. People management ( 14 Supervisor & 150 telesales)

- Provide training/ coaching to all direct reports in technical matters as well as managing people skills.

– 2017 Call  Center Manager – ALMA Company

Manage a team of telemarketers (6 TLs & 120 telesales) to achieve the Company’s target of attending couples to each of the Company’s events which are held on a daily basis. 
Develop call scripts for telemarketer’s use with lead generation and qualification.
Supervise telemarketers in persuading the customers to come to the events held by company.

Recruit and train (product/process/skill...) sales team members
Create sale activities, contests, promotions to push sales

2015-2016 : Call Center Manager Operation Dept – LGC Financial Consultant Company Limited

Management Customer Service , Tele Collection and Telemarketing Dept.

Management call Center : Inbound and Outbound call
Receiving & Answering for the Customer: request , inquiry customer’s  policy, customer complaint
Procedure for CS process: Set up and guideline for TL to applied for CS
Management team of telemarketers to achieved the Company’s target
Push up and follow up TL to win the contest/incentive programs & reach monthly target
Recruiting, interviewing, training and coaching for all staff
Handle customer complaints to provide customer services, to plan for TLs to recall telemarketing customer as customer care program
Implementation of payment control: pushing and manage the payment process of customers

2013 – 2015 CS and CC Manager – Operation Dept – PVI SunLife Company

Management of daily jobs Customer Service Staff  in South & Customer Care Staff
Develop/Improve call center system and lead for the new system / esting/planning
Manage projects relating to handling & identifying customer‘s problem, complaint & case management.
Report and statistics related to the customer service and Customer care function for Director
Cooperate with other Dept (Underwriting, Policy Change, Claim, AD, Finance and Legal, …)
Training CS Skill, service and product knowledge for  all  CS staff

2010- 2013  Sale Manager – Bancasurance Dept  – Manulife Insurance Company

To manage Bank sales team to ensure sales target with others Bank project: ANZ , TCB ,HD Bank, …
To design contest for sales team and moving, coaching for sales team
Training and development activities for enabling sales productivity for Bancasurance
To manage all administration back office related to Bancasurance department
To build up Training & coaching Program for Bank staff for sales development

Call Center Manager -  Bancasurance Dept - Manulife Insurance Company

- Manage the workflows between TSRs and TSCs, their daily activities, productivity and performance.

- Contact Management System manipulation: training & handle technical problem of CMS to TSR

- Push up TSR & TSC to win the contest/incentive programs & reach monthly target

- Participate in recruiting, interviewing, training and coaching TSRs and TSCs

- Participate in solving customer complaints, to provide customer services, to plan for TSRs to recall telemarketing customer as customer care program

- Support in keeping track with and solving the compliance issues

2009 – 2010 : Customer Service Manager – LaVie Water Company

- Provide the product’s information to clients to support them in making decision about using the products

- Lead the development of the CS Dept in terms of recruitment, training, motivation and control.

- Recommend of development and implementation of CS strategies and plans.

- Setting specific objectives, targets and activities for CS team

- Support sales team in achieving of regional agreed sales volume under given limitation of resources (
- Provide reports about the new potential clients and remind about the old clients who did not order the product in long time.

TNĐH Kinh Tế