Agnès NGUYEN
Faire du Développement durable votre avantage concurrentiel
I am looking for a new "Social Working Contract" based on the criterion "Win-Win". In this business, the performance of employees will be promoted on talents such as : Humanity, Innovation, Ability, Imagination, Creation, Contribution in strategies and Implication in Quality.
If you know this "pearl", please contact me.
Geographically mobile (worldwide), I am fluent in English, Spanish and Vietnamese (+ Chinese, first year).
As life is a "learning process", I go on learning from my professional and personal experience and thanks to some evening courses, I keep on developping my skills.
67 contacts- Monitor performance and ensure contract compliance by providers
- Write processes and procedures (PRA, PCA, diagnostic...)
2009 - 2009OBJECTIVES
- Contribute in building a call centre
- Build statistical indicators and write procedures
- Recruit people
ACHIEVEMENT
- Call center opening in October 2009
2007 - 2008OBJECTIVES
- Re-organize the services & optimise its performance
- Reduce cost errors by 50% (= 400,000€ refunded to customers)
- Write Quality Processes according to ISO’s rules
ACHIEVEMENTS
- 0% human error (= 0 € repayment to customers)
- Dispatching of 2400 customer’s portofolios according to skills & experience
- Procurement of ISO certificate within 6 months
2002 - 2007OBJECTIVES
Build up two call centres with objectives to:
- Recruit, manage, co-ordinate & motivate the teams
- Define needs in resources & budget
- Establish a Quality approach for the Customer Service
ACHIEVEMENTS
- Documented the Customer Service Manual
- Proposal for adequate "reference frames of competences" to HR
- Exceeding the objectives : Quality of service by 85%, Performance by 90%
2001 - 2002SWISSAIR, Roissy CDG – Sometimes worked in Lyon & Zurich
OBJECTIVES
- Manage import and export flows by Air & Road
- Control quality of equipment (use, order & repair)
- Handle claims and complaints
ACHIEVEMENTS
- Transportation : > 1000 tons of freight per month
- Total cost control : transportation & equipment
- Total quality ensured : 100% of re-checked values departing from Roissy CDG
1995 - 2000OBJECTIVES
- Manage and motivate the team
- Ensure an optimal quality & performance (pro-active calls to push customers to products)
- Analyze the claims & make decisions based on conventions and protocols
ACHIEVEMENTS
- 110% of the allocated capacity sold
- Advice delivered to colleagues and customers on claims purpose
- 40 claims per months managed : 100% of claims closed within 3 months
