Chau Nguyen

Customer Change Management (CCM) - Deputy of Customer Experience Head in CCM workstream - Collaborate with relevant workstreams to assist customers in adopting to the incoming change and minimising any disription they may face, following by 3 pillars (People, Process, Infrastructure) with 5 focus areas (Customer Frictions, Enhanced Processes, Frontline Readiness, Communications, Bankwide FAQ) NPS: - Monitor the NPS performance of Personal Financial Service (PFS) - Identify and capture customer’s pain-points, analyze the key trends and work with relevant stakeholders to improve the customer experience

- Monitor the NPS performance of Personal Financial Service (PFS) - Identify and capture customer’s pain-points, analyze the key trends and work with relevant stakeholders to improve the customer experience

- Manage the team to conduct periodic research projects with the end-to-end process, including counsel in design, conduct and analyze quantitative studies to evaluate the impact of product changes and to understand user sentiments at both regional and country levels. - Oversee all ad-hoc research projects about Shopee (Buyer & Seller), ShopeePay, ShopeeFood, etc - Country Representative for VN in the Global Survey System Management Group: + Manage the survey system (Qualtrics, Alchemer) at the country level + Be the key coordinator with the regional team for system updates, issues resolution & tracking - Train new hires, guide and support other markets' PICs in system usage

- Design, conduct and analyze: + Quantitative studies such as surveys to evaluate impact of product changes and to understand user sentiments + Qualitative studies such as field observations, usability tests and customer feedbacks for existing and future products + Study competitor platforms, market trends, consumer behaviors to identify opportunities - Communicate research findings to ensure a holistic view of users and collaborate closely with stakeholders to drive improvements in customer experience - Country Representative for VN Cycle Report, which is to capture users’ complaints and concerns on App Store and Google Play, work closely with local/ regional teams for ongoing monitoring and improvements - Management of CPO (Contact Per Order) project, which is to capture users’ complaints and concerns from inbound contact, work closely with country teams for ongoing monitoring and improvements - Coordinator of the AirPay (ShopeePay) NPS survey & Apps rating tracking

- Develop and oversight multiples complaint trends and social monitoring reports for business and research insight - Provide insight of market trends and potential risks to stakeholders with comprehensive research/ analysis in data-driven reports - Assist chairman in complaint governance forum with respective stakeholders in problem solving and process enhancement - Engage key stakeholders on complaint/ concern trends, potential root causes to drive process changes and a culture of continuous improvement - Build and maintain effective relationship with all internal stakeholders to build a collaborative network to quickly address complaint trend - Oversee management, monitoring Level 2/ Level 3 complaints, social media, responsibility for social crisis management - Design, build, and develop the new country MIS reports aligning with eClipse, Qlik, Medallia systems to manage data and dashboards of complaints/concerns and NPS Bottom Up. - Country Representative of Global Solve Champion Forum, work closely with regional business and technical teams to implement Global Solve framework to capture and manage customer complaints and concerns and ongoing monitoring - Perform Process Monitoring Control Assessment and execute Annual Risk Assessment

- Lead and manage Research and Client Service Unit of Finance and Banking (6 members) - Supervise and ongoing monitor key accounts of banking and finance sector - Develop and ongoing monitor the fundamental classification system for data capture and categorization in banking industry - Identify potential problematic issues according to social media user heartbeat reports and deep dive in understanding potential customers pain points to provide effective recommendations - Perform data processing, provide periodic reports and deep dive analysis of brand health tracking, campaign tracking, market trends, crisis monitoring, and consumer insight on social media

- Manage key accounts in banking and financial sector - Design, build, and ongoing monitor a fundamental classification system for data capture and categorization in banking industry - Lead Research and Client Service Unit of Finance and Banking - Perform data processing, provide periodic reports and deep dive analysis of brand health tracking, campaign tracking, market trends, crisis monitoring, and consumer insight on social media Achievement: - Brand performance increased: buzz volume went up 450%, fanpage buzz went up 250% - Negative trend decreased: the volume of negative comment on social about call center services, lead acquisition, credit card supporting went down significantly and approximately non-existed. - Award for Fast and Furious Member

- Manage promotion registration for bank’s campaigns - Manage and solve any complaint related to marketing redemption and service - Manage marketing redemption process from end to end, including: + Control customer list. + Control and managing SMS sending to customers + Control redemption period for each campaign + Work close with vendor to delivery gift to customer + Manage stock inventory and generating tracking and reports - Create record retention standards based on regional procedures and guidelines, manage business documents and other marketing materials - Support marketing expenses monthly request - In charge of POSM order and control - Support events and promotions execution