Lisa Le
Hanoi
Summary
Dedicated Vietnam Team Leader and Quality Assurance Specialist at Concentrix Philippines, leveraging over 3 years of expertise in technology sales and customer service. Aiming to further elevate team performance and contribute to organizational success in a dynamic environment.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Vietnam Team Leader/Quality Assurance Specialist
Concentrix Philippines
06.2023 - 12.2024
- Monitored and evaluated inbound and outbound calls, chats, and emails to ensure compliance with company standards and customer service guidelines.
- Assessed agents' performance based on predefined quality metrics, such as communication skills, product knowledge, and call resolution.
- Provided detailed feedback and coaching to agents to improve call handling and service delivery.
- Identified areas of improvement, and recommended training sessions or process enhancements.
- Maintained detailed reports on quality monitoring results.
- Collaborated with team leaders and managers to develop action plans for performance improvement.
- Helped the operation conduct language interviews with new hires, and trained them on knowledge bases and procedures.
B2B Sales Advisor - Microsoft Account
Concentrix Philippines
04.2021 - 05.2023
- Handled customer inquiries related to technology products and cloud services through LiveChat and inbound calls; followed up on sales through emails and outbound calls when necessary.
- Identified customer needs by asking BANT questions and advised customers on the most suitable solutions.
- Generated lead IDs in the CRM sales module of Microsoft Dynamics 365, tracked accounts and contacts, and nurtured sales from lead to order.
- Performed direct sales or routed qualified leads to appropriate Sales Accounts or Partners based on customer needs and insights.
- Supported the Vietnam and Southeast Asia markets, such as Singapore and Malaysia.
- Attended internal Microsoft online courses to maintain broad knowledge of products, updated procedures, and soft skills.
Sales Admin
Refber Vietnam Co, Ltd.
03.2017 - 07.2018
- Contacted customers and made cold calls to introduce the company's courses and services.
- Suggested appropriate courses and services based on customer needs.
- Conducted cross-selling and upselling to increase revenue.
- Organized workshops to attract potential customers.
- Supported the overall operations of the company.
Education
The Degree of Associate - Business Administration
Hanoi College of Commerce And Tourism
06-2018
Skills
- Leadership capabilities
- Customer service
- Technology Sales
- IB & OB call, live chat, and email monitoring
- Interpersonal skills
- Multitasking
- Microsoft Office
- Positive and professional
Languages
- English: Advanced
- Japanese: Beginner
- Vietnamese: Native
Certification
Toeic Listening and Reading Test: 910/990
References
References available upon request.
Timeline
Vietnam Team Leader/Quality Assurance Specialist
Concentrix Philippines
06.2023 - 12.2024
B2B Sales Advisor - Microsoft Account
Concentrix Philippines
04.2021 - 05.2023
Sales Admin
Refber Vietnam Co, Ltd.
03.2017 - 07.2018
The Degree of Associate - Business Administration
Hanoi College of Commerce And Tourism
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