Head of customer service department (SAP)

Описание


CURRICULUM VITAE


A highly experienced Sales & Marketing Manager and Client Service Manager with over 17 years industry knowledge in a high-pressured - major leading Pharmaceutical & a leading clinical laboratory instruments company specializing in-vitro diagnostic reagents in Vietnam. My key skills are in Sales Planning & Sales Performance Management, Customer Relationship Management, Operations and Business Development Management.

PERSONAL INFORMATION






Full name: Dinh Thi Van Huyen
Gender: Female
Date of Birth: 21.08.1983
Place of Birth: Hanoi
Address: Ha Noi
Mobile phone: +84 904 313 468
Email: mimi_hn83@yahoo.com
Profession: Sales & Customer Service Manager

QUALIFICATONS

La Trobe University (Master of Business Administration - 2017)
Foreign Trade University (Economics - 2011)
Institute for International Relations (Secretary for Foreign Affairs - 2003)

WORK EXPERIENCES

MITALAB GROUP:

Apr - 2019 to Jul 2021: National Customer Service Manager

Key achievements:
Leading the teams and support Sales to face up with Government's changes in Circular in Healthcare Industry through 2020 and contributed in wining ~2.000 billion VND bidding this year.
Built up and unified all Standard Processes of Customer Service Department Nationwide.

Responsibilities:

Responsible for 3 Departments nationwide with direct reports by 6 Team managers from 4 office branches in Vietnam: Hanoi, Ho Chi Minh City, Da Nang city and Can Tho city:
+ Tender Support Department
+ Debt Management & Collection Department
+ Business Support Department
Operating and managing daily activities related to customer service supporting the operation of the sales department
Manage all activities contracts, purchase contracts and contracts of business units
Organizing the construction of information channels so that customers can easily access information about the company, products, services, payment methods.
Build up security and safety policy as well as build and updаtеcustomer database system.
Build and manage Customer Relationship and Customer Care Program
Analyze sales opportunities, risks and report to Sales Director, the BOD for the Business strategies.
Leading digital transformation in Sales processes.

ZUELLIG PHARMA VIETNAM LTD. COMPANY:

June - 2018 to Oct- 2019: Client Service Manager (Senior Management level)

Manage the Relationship with Vendors to assure Clients are served with the highest priority. (Some of our key vendors are: Glaxo Smith Kline, Astra Zeneca, Pfizer, MSD, Novartis, Bayer Pharma, Schering Plough...)
Be responsible for the majority of daily requests for issues from Vendors, and then triage internally in the organization to ensure smoother and effective interface between cross functions and the Company.
Be responsible for the deep diving into the more commonly experienced issues which can be time consuming and working with the internal functions to suggest SOP improvements.
Work with BOD members to understand goals and strategy to enhance the relationship and business with Vendors.
Coordinate with Department Heads for internal project and determine the utilization of resources to increase Client Satisfaction and to ensure their work operations align with the objectives of the client services unit.
Develops relationships with internal and external customer to drive business.
Be responsible for overseeing the activities to ensure the needs of customers are met and their problems resolved.
Assist in resolving clients' issues/problems by listening to complaints and proffering solutions effective for satisfactory resolution
Communicate with clients to identify their preferences and facilitate the process to meet their needs and expectations

Jan - 2016 to May - 2018: Area Sales & Marketing Manager - Hanoi and Northern provinces (B2B, B2C)

Team's target: ~ 40 billion VND/month

Manage a team of 20 sales staffs and monitor the activities and performance of the team to meet the target (with 20 direct reports) Set up sales target & follow-up the realization of SC target.
Customer Relationship Management: with about 2000 customers in Hanoi and about a thousand customers in Northern provinces (included Pharmacy stores and Pharmacy Companies)
Coaching: Coach Sales Consultant (SC) for basic and advanced selling skills. Daily visit customer and observe SC while they are working with customer to evaluate the effectiveness of the Call visit and coaching immediately.
Establish, manage an effective and practical call plan (working schedule) in cooperation with Sales Consultant (SC): review call plan monthly/quarterly to take care of Key customer and push sales for low sales customer
Do market survey and build up marketing plans to develop products in the market or to introduce new products to customers in targeted market.
Implement Marketing campaign: manage marketing activities from Sales staffs to assure the effectiveness of the program.
Cooperate with all Departments: Finance, Operations, Warehouse, and Delivery Department... to have fully supports that assure sales activities run smoothly to satisfy customers.
Customer services enhancement: staff good behavior, problem-solving -Customer credit review/proposal, operational expenses control & saving
Organize weekly, monthly meeting with Sales staffs to review market situation, identify problem to find proper solution.
Evaluate Sales staff's performance and give necessary training to Sales staffs (product knowledge, selling skill...) to improve and develop their competence and make proposal to Sales Director to motivate Sales staffs.
Guiding Sales staffs in making toxic drug forecast, market survey.
Look for & make proposal to Sales Director new business opportunity.

Jul - 2010 to Jan 2016: Hanoi Branch Office Supervisor

Be responsible for performing administration duties in support on Legality & Security of Head office, controlling facilities, fix assets and expenses of Head office team.
Coordinate with all Departments to assure Sales Team runs a smooth daily operational performance, personnel, finance management
Provide Sales data to support Sales team to archive Target.
In charge of sales events in Hanoi: Arrange/organize Company Events such as Customer Parties, Meeting of Management Board, Staff training
Manage inventory and maintenance of Office's facilities and equipments.
Assist to Sales Director in some Services projects which need to work with WHO, RED CROSS, UNICEF, PATH
Work with Ministry of Health to get the approval of Advertising Authorization.
Take responsibility and leading Hanoi Branch in Internal and External ISO Audit to assure all the documents and records are updated correctly and under ISO procedures

Dec - 2004 to Jul - 2010: Assistant to North Branch Manager

Coordinate with all divisional staff to help North Branch Manager to run a smooth daily operational performance, personnel, finance management
Prepare reports for Branch Manager's presentation/reporting
Manage Sales contract in the North.
Handle Pocket Order Entry System in the North to support Sales Team with technology
Organize Customer and Company's Event in the North
Work with Government, Non-Government & Local Organizations to assure the best support to the company activities.
Coordinate with Quality Management Department to assure all ISO procedures are updated and support to make sure that all activities are running under ISO smoothly
Take responsibility and leading Hanoi Branch in Internal and External ISO Audit to assure all the documents and records are updated correctly and under ISO procedures

HANOI SCHOOL OF BUSINESS (Hanoi National University)

Nov 2003 to Dec 2004: Secretary in Marketing Department
Provide customer service support, including handling complaints, filling documentation and assisting with training administration.
Organize and arrange meetings for Chief and Customers
Joine in Training Projects for Vietnam Airlines, VNPT, FPT, Vinatex, VMS Mobifone, Yellow Pages.
Join in the "Lightening Young Business Talent 2004" as a clerk in Organization Board.
COMPETENCIES

I love sale and the sales environment.
Exceptional knowledge and skills in Office management, dealing with differences, confronting others effectively.
Good presentation skills & inter-personal communication.
Good at problem solving skill and Negotiation skill
Working well on committees, incorporating a variety of perspectives towards a common goal, can work under high pressure, patient in difficult situation.
Good appearance, tidiness, punctuality, carefulness, attention to details, imposing good impression to not only fellow-colleagues but also customers, principals, guests
Intelligent, proactive, dealing with differences, confronting others effectively, using common sense to deal with new situations, using feedback effectively
Like to overcome new challenges
PROFESSIONAL KEY TRAININGS

Pharma Sales Leadership (in Manila, Philippines)
Leadership Skills
Professional Development Skill for Secretary
Time Management
Key Account Management
Customer Service & Customer Care
Quality Management System Internal Auditor
Negotiation Skill
Problem Solving/ Handling Objection Skill
Business Etiquette
Excellent Customer Service
"CAN DO" & Advance Customer Care Skills
Professional Image
Key account Management Skill
Team-work attitude management
Commercial Selling
Leadership Development Program