Lam Nguyễn Thị Ngọc

- Delivered multi-channel customer support across Fanpage, NCV Support, and private Zalo SVIP using Vietnamese, English, and Chinese, serving markets including Vietnam, Singapore, Malaysia, and the Philippines. Proficient in customer service tools and collaborated closely with Product and Data teams to investigate and resolve user issues efficiently. - Conducted assigned game research (not limited to live products) to provide structured inputs and insights supporting Product and related teams in defining strategies for upcoming game launches. - Supported teams with post-launch user feedback analysis across update cycles, contributing insights to improve future updates and player experience. - Prepared weekly reports summarizing user issues, trends, and key insights to support product and operational improvements. - Managed the internal wiki, coordinating task distribution among team members to standardize workflows and supporting leader in process optimization. - Supported marketing email campaigns primarily in English, with occasional Thai and Indonesian content; optimized email content to avoid spam/promotional filters, increasing open rates to 40% while maintaining spam reports below 0.01%.

- Streamlined ticket resolution process, reducing average ticket resolution time by 40%. - Resolved 70% of tickets in first responses by utilizing efficient problem-solving strategies. - Excellently achieved high score 9.1/10 in English test and was assigned to handle English queue tickets to support English agents when facing an overwhelming volume of customer tickets. - Promptly assigned and resolved an average of 40 tickets daily, boosting customer acceptance rates by 10%.

- 06/2023: Worked as a Chinese Interpreter for an OEM Sanitary Pads Manufacturer. Collaborated closely with sales team to provide linguistic support and ensure cultural sensitivity. Successfully assisted the company in signing a contract worth over $4000. - 05/2023: Worked as a Chinese Interpreter for a Textile Chemicals Company. Interpreted technical information in high-pressure situations for Chinese and Vietnamese speakers.

- Worked as an English Interpreter for Door Hinge Manufacturing and Supplying Company. - Effectively communicated and interpreted verbal content from English to Vietnamese and vice versa, ensuring accurate conveyance of meaning.

- Prepared student to take official exams, achieving high score. - Adapted teaching styles to suit student’s age and ability. - Help student to build a solid foundation in Chinese.

- Utilized language proficiency and cultural knowledge to provide high-quality Chinese translation services. - Demonstrated exceptional attention to detail, guaranteeing linguistic accuracy and adherence, reducing translation errors by 30%. - Participated in the translation of up to five novels per month.