Nguyen Thi Hai Yen
Community Operations Team Leader
Hue
Summary
Versatile team leader with hands-on experience in team leadership, performance management, customer service, banking and training. Proven ability to lead and support teams, build strong customer relationships, solve problems and maintain service quality. Highly adaptable, proactive and results-oriented, with a strong interest in operations, people management and business development.
Overview
2
2
Languages
3
3
Certifications
10
10
years of professional experience
Work History
Community Operations Team Leader
TDCX Thailand
10.2024 - Current
- Managed and coordinated a team of 17 members for a major technology platform, maintaining team performance at a stable 90% KPI.
- Planned shift schedules and balanced daily workload based on case volume fluctuations, ensuring the team consistently met targets.
- Trained new team members on moderation processes and quality standards, enabling them to reach performance benchmarks within a short ramp-up period.
- Conducted regular 1:1 coaching sessions to improve accuracy and processing speed across the team.
- Monitored individual performance metrics, proactively identifying and addressing underperformance before it impacts overall team KPI.
- Handle escalations from team members for cases exceeding their authority, ensuring timely responses without disrupting workflow.
- Proposed and implemented process improvements that reduced case handling time.
- Compiled and presented operational performance reports (KPIs, case trends, recurring issues) to senior management on a regular basis.
- Collaborated with related departments (QA, Policy, Training) to update moderation standards.
Content Moderator
TDCX Thailand
01.2024 - 10.2024
- Protected user's experience and safety, prevent and restrict inappropriate content, enhancing overall user's experience.
- Protected user experience and safety by preventing and restricting inappropriate content, enhancing overall satisfaction.
- Met and exceeded individual performance targets, leading to promotion to Team Leader within 9 months.
Customer Service Representative
TDCX Thailand
12.2022 - 12.2023
- Supported, answered and solved the problem of customers via chat, phone and email. Help customer understand more about information
- Resolved complaints and addressed questions regarding products and services, resulting in positive feedback from customers about their experiences.
- Resolved customer inquiries via multiple communication channels, ensuring prompt and effective solutions.
- Collaborated with cross-functional teams to enhance service quality and streamline processes.
Bank Teller
AgriBank
02.2019 - 11.2022
- Processed customer transactions efficiently, ensuring accuracy in deposits and withdrawals.
- Assisted customers with account inquiries, providing exceptional service and support.
- Maintained compliance with bank policies and procedures during daily operations.
- Trained new tellers on operational processes and customer service standards.
- Consulted customers on banking products and services via in-person, phone.
- Promoted banking products, contributing to growth in customer deposits and outstanding loans.
- Developed strong skills in customer relationship management, consultative sales, and banking operations.
Coffee Training Instructor
Aroma Training Center
06.2016 - 10.2018
- Developed and delivered engaging training programs to enhance participant skills and knowledge retention.
- Facilitated workshops utilizing diverse instructional methods to accommodate various learning styles about coffee knowledge and brewing techniques.
- Assessed trainee performance and provided constructive feedback to support ongoing development.
- Developed coffee products and refined recipes using customer preferences.
- Delivered consistent beverage quality and service as a barista.
- Completed barista captain training and sensory foundation programs at Barista School.
- Received management recognition for proactive attitude, adaptability, and fast learning.
- Built training resources, product development, sensory evaluation, and customer insight.
Education
Bachelor's Degree - Finance And Banking
Hue College Of Economic, Hue University
Hue, Viet NamSkills
- Microsoft Office: Word, Excel, PowerPoint, Outlook - document preparation, data management, reporting, presentations, and basic data analysis
- Process improvement
- Issue triaging
- Compliance requirements
- Team member training
- Management: Team Leadership, Performance Management, Customer Relationship Management, Business Development, Coaching & Training, Problem Solving, Communication
Certification
Top 8 - Central Region Vietnam Aromaster Championship
Timeline
Community Operations Team Leader
TDCX Thailand
10.2024 - Current
Content Moderator
TDCX Thailand
01.2024 - 10.2024
Customer Service Representative
TDCX Thailand
12.2022 - 12.2023
Bank Teller
AgriBank
02.2019 - 11.2022
Coffee Training Instructor
Aroma Training Center
06.2016 - 10.2018
Bachelor's Degree - Finance And Banking
Hue College Of Economic, Hue University