Nguyễn Hồng Đào

Training framework for all department in all system-wide VNVC Vietnam including (170 Vaccination Centers around nationwide): 1. Identify and assess training’s need of all department: (Internal) § Work directly and collaborate with head of departments § Suggest and propose suitable training’s content to base on their functions § Discuss and finalize roadmap training 2. Implement and develop training content to meet with each department: § Participate to work with each department to compose, design training content and materials or printer (if have), gifts, activity, cost of organize § Make plan training detail and make sure deadline for plan § Communicate and inform internal training for all departments § Make lesson plans for all training contents, print certificates. § Method to training offline and online 3. Train, develop and participate to training for all programs: § Recruit, train, develop, coach, evaluate, motivate… § Nurturing and developing trainer become talent trainer § Looking for professional trainer team to participate for teaching 4. Training contents: § Orientation of company, policy and principle § Training’s content specific for each department § Soft skills: coaching, train to trainer, communication, problem solving, listening, DISC model, leadership… § Customer service standard 5. Evaluate and improve after training become more professional and effective 6. Search and build close relationship with third party to provide training (if have External) 7. Manage and control budgeting cost for training, report for line Manage

As a counsellor provide, advice and suggest Process, system and training framework.  Suggest and align with vendor’s business requirement about headcount  Support and recruit appropriate staff to their business requirements  Provide and advice to build system working: data customer, Order, payment, delivery and report. Testing system in all function about operation working.  Compose process working for order, payment, delivery and call center  Suggest training framework for operation staff: customer service standard and  Provide advice and suggestion for improvement according to objectives

1. Management sale report & System (Ordering/Payment/Delivery/CC) • Follow & extract sale report (daily/ weekly/ monthly) for CEO • Reconcile sale cash/ Pos/ epayment/ bank transfer to make sure total sale actual is enough with sale system • Work close with finance team for report sale actual collection • Manage inventory levels to maximize customer service and inventory turns. Manage excess and obsolete inventory to minimize or eliminate. • Perform analysis and make recommendations on inventory levels, costs, forecasts • Build Requirement for system management with ordering, payment, deliver in System & Call Center • Testing, stimulation scenarios in scope functions system • Follow & deadline/ timeline go live system in vendors/third-party 2. Operational Management & Manage Budget • Manage & control budgeting for department annual year • Manage & balance budget, ensuring that all costs are controlled and minimized. • Track vendor pricing, rebates, and service levels • Negotiate and manage service contracts with subcontractors and service providers, ensuring that the best value is obtained for the portfolio • Develop operations systems by determining order & product handling and requirements. • Develop, implement, enforce and evaluate policies and procedures; develop processes for receiving/delivering product, equipment/resource utilization, inventory management and shipping • Manage relationships with key operations vendors/Business partner/ suppliers • Store & manage all required documents related to daily tasks • Display launching product in branch annually 3. Customer service Management (provide service online& offline) • Order fulfilment, productivity management & payment • Cash Collection Management & do Cash sale report daily • Set up and continuously improve Customer service standard. • Manage sales performance measurement from the company to support the S&OP process • Track customers complain resolution on CC system • Handle & take ownership customers issues and escalated cs’s issues • Monitor accuracy of reporting and database information • Manage & Monitor order handling procedures from both service center & home delivery center; ensure correct products are delivering to the right address, within timeline and maintaining product quality during delivering process • Perform quick and accurate problem solving to reach customer’s need to improve experience, including resolving problems and complaints. 4. Headcount management • Lead & manage team HCM branch & HN branch • Recruit, select, train, assign, schedule, coach, counsel, and discipline for employees and outsourcing, cleaning & security • Owns the code of conduct/behaviour standards compliance by our employees towards our clients including proper dress code by our front desk employees. • Communicate job expectations; planning, monitoring, appraising, and reviewing job contributions • Plan and review compensation actions; enforcing policies and procedures. • Maintain safe and healthy work environment by establishing, following, and enforcing standards and procedures, complying with legal regulations • Establish effective operations KPIs related to operational excellence. • Set KPI for team & evaluate mid- final performance • Inspire employee morale and decrease employee turnover. Motivate employee to improve performance and increase productivity. By the way, recognition staff who had good achievement and contribution for department. 5. Training • Action planning and budget for training, refresh & survey • Road map training for all about customer skill, processes, system knowledges, • Build training for courses from level Lead CS and CS • Responsible for implementing classes for all • Reviewing the class plan for the course implemented by the training team • Finalize report form from staff’s effectively evaluating this course

Head of Ho Chi Minh Retail Distribution Centre @ Amway Vietnam Jan 2008 – May 2019 Overall management for Distribution Center operations and high-standard Service level 1. Ensure cash & stock security & accuracy management meeting KPIs set & expense control within budget 2. Manage order, payment, deliver order smoothly operation 3. Communicate & train customer service performance KPIs & technical CS skills to all staff Lead & provide coaching & feedback, monitoring as well as improving staff’s performance continuously 4. Manage to ensure high visual of products display in line with set standards. 5. Leverage relationship & business interaction with Distributors frequently for getting their feedback for continuous customer service improvement. 6. Involve in customer surveys to measure Distributors satisfaction and propose improvement action plan for implementation. 7. Provide in time external audits information to respective functions & coordinate for handling external audit events required 8. Handling complains after sale for machine product: inbodywatch, inbodyband, analyser skin, demasonic, Queen cook (no replacement spare part for this machine product if have next year). 9. Handle internal & external Audits e.g., Prevention Fire fighting, hygiene and food safety, Inter Audit Process, Global Audit. 10. Maintain good relationship with local authorities and government & suppliers 11. Manage vendors’ performance relating to security, cleaning & other services to maximize their professional performance & excellent services provided. 12. Control & manage fix asset at Retail distribution centre 13. Manage & control budgeting for RDC annual year 14. Manage warehouse, inventory stock take monthly, DMS 15. Manage size time is big 45 staffs (Call center, CS, Warehouse)& 15 outsourcings 16. Train & guide for customer service staff to use all systems & processes (call center, Hydris system manage & control sale daily/ stocks and all business partner information’s) 17. Recruit, select, train, assign, schedule, coach, counsel, and discipline for employees and outsourcing. 18. Inspire employee morale and decrease employee turnover. Motivate employees to improve performance and increase productivity. By the way, recognition staff who had good achievement & contribution for department. 19. Manage & improve facility in RDC

Select potential candidates to contact & arrange time to interview - Recruitment staff & interview - Time attendance Management & calculated salary for staff - Prepare money to send salary for staff by cash money - Work closely with finance, sales team to balance human resource - Work with vendors/ supplier to provide stationary & anything for office - Search supplier to keep maintenance for office for example: light, condition-air, improvement facility and so on.

I am a excellent staff to lead biggest Retail Distribution center in amway to got good customer service level