Public Profile

VietFirst is an Authorised Service Vendor of Nokia, Microsoft, B2X in Mobile Phone after sales services.

Took charge in positions as below:
_ 11/2013-03/2015: Trainer
_ 04/2015-05/2015: Assistant to Operation Manager & Trainer
_ 06/2015-05/2018: Operation Manager (The South & Trainer)

* Trainer:
_ Train Customer Experience Skills and Managing Customer Interactions for new and current employees in Nokia Mobile Care centers: Receptionists, Coordinators and Technicians.
_ Train how to use software systems granted by Nokia, Microsoft, B2X and in-house system of company.
_ Train Nokia & Microsoft products: hardware and software, tips and tricks, how to use functions, new features when new models were launched.
_ Support Technical department in handling software problem, raise ticket to Nokia, Microsoft, B2X for solutions.
_ Set up quarterly training plan, then implement by monthly and weekly following Nokia, Microsoft criteria via online or face to face.
_ Build assessment tests for new employees after finishing training courses.
_ Train technicians in AASPs (Apple Authorised Service Provider) to pass Apple Service Certification Exams: ACIT (for iPhone, iPad, Apple Watch repair) and ACMT (for MAC repair)

* Operation Manager:
_ Control daily operation in Nokia Mobile Care centers to ensure all efforts aiming to customer satisfaction and follow the SOP (Standard Operation Procedures) and company policies.
_ Monitor KPI thoroughly and ensure the achievement of targets from Nokia, Microsoft, B2X.
_ Monitor KPI thoroughly and ensure the achievement of targets following company’s criteria.
_ Manage and resolve the problem/complaint of end customers or dealers from Care centers.
_ Coordinate with account department to control P&L of each Care centers.
_ Set up monthly meetings with Heads of Care Centers. Audit Care centers periodically or un-periodically if necessary.
_ Review all processes, coordinate with other departments to propose any changes or additions to procedures.
_ Manage staff performance through performance appraisals based on defined quarterly/ yearly KPIs. Propose promotion for staff: recommend new position/ new salary, incentive, and staff transfer based on actual situations.