Chuyên gia quản lý vận hành với 8 năm kinh nghiệm. | Nữ | 1991 | Quận 3 – Hồ Chí Minh

Operation Management, Project Management, Customer Experience, Sales, Training, Process Improvement …

Nguyen, Dinh Hanh (Jessi)
77/1 Huynh Tinh Cua St., Ward 8, District 3, Ho Chi Minh city
(+84) |

**PERSONAL SUMMARY**
– A Result-oriented Realist with 8 Years of Increasing Responsibility in:
– Operation Management
– Project Management
– Customer Experience
– Sales and Service
– Training and Team Member Development
– Jessi is Looking to Dedicate to a Company that has an Environment which Encourages Energy and Creativity, where She Provides Strategic Planning and Solutions for Profitable Plant Operation.

**AREAS OF EXPERTISE**
– Business Operation
– Operation Manager
– Project Management
– Wood Concept
– Process Improvement

**WORK EXPERIENCE**

**Operation Manager**
Wood Concept
Nov 2020 – May 2021
– Successfully Applied New Project Management System and Built an Effective Communication System for the Business to Function Properly
– Plan, Monitor and Control Project Work
– Evaluate, Build and Maintain Relationship with Vendors
– Handle Customer Claims & Requests
– Develop Operations Systems; Implement, Enforce and Evaluate Procedures
– Manage Operation Budget

**Guest Relation Supervisor, On Job Trainer**
Fusion Hotel Group, Phu Quoc
Dec 2018 – Sept 2020
– Successfully Implemented Full SOPs Package, New CRM System and Trained Teams of Multi Nationalities to Maximize the Benefits of Technology to Achieve Excellent Customer Satisfaction Levels
– Increased Customer Base’s Satisfaction Data to 300% in 1 Year
– Work Together with Section Managers to Improve Guest Experience, Quality, the Standard of Services, and the General Working Environment for Associates
– Implement and Innovate Front Office Standard Operating Procedures (SOP), Competency Checklists
– Conduct Training Sessions to Update New SOPs, Services, CRM Licenses to Maintain Service Quality
– Actively Respond to and Handle Guest Complaints
– Assist the Front Office Manager to Supervise and Administrate Guest Relations Operations with Policies and Procedures

**Customer Service Manager**
An Thanh, Amis Dalat Hotel, Da Lat City
2018
– Develop Customer Satisfaction Goals and Coordinate with the Team to Meet Them on a Steady Basis
– Hire and Conduct Training for Staff
– Implement SOPs for Receptionist and Housekeeper
– Manage Relationships with OTAs

**Service Apartment, Guesthouse, and Coffee Shop Manager**
The Nguyens, Ho Chi Minh City
2016-2017
– Recruit, Train, and Monitor Staff to Maintain Quality Customer Service
– Respond to Customer Complaints, Comments and Improve Customer Satisfaction
– Manage Reservations
– Plan and Organize Accommodation, Tours, and Transportation
– Manage Budgets and Financial Plans as well as Control Expenditures
– Address Problems and Troubleshoot

**Training Assistant**
Tan Nhat Huong, Bartenders’ Mart, HCMC
2014-2016
– Assume Overall Responsibility for the Management of Apprentices and Trainees
– Develop Training Modules and Instructional Materials
– Coordinate Course Arrangements, Conduct Training Courses and Develop Criteria for Evaluating Training Effectiveness
– Track Inventories, Control the Number of Inventories and Goods Imported
– Maintain Computerized Accounting Software
– Deliver Retail and Customer Service Activities
– Propose Promotions
– Facebook Admin and Website Copywriter

**REFERENCES**
– Available on request