Cao Nguyen Kim Phuong Cheat Sheet
Operations Manager (Specialist in Compliance and Process Optimization)
Key Strengths:
• Operational Expertise: 7+ years of experience in optimizing operations within tech-enabled companies. Proven ability to enhance efficiency, streamline processes, and improve overall performance.
• Customer Experience: A strong focus on improving customer service and user experience, with a track record of reducing negative feedback and increasing satisfaction.
• Compliance Management: Extensive experience in ensuring product and platform compliance, handling escalations, and managing regulatory issues.
• Process Optimization: Skilled in identifying inefficiencies and implementing changes that result in significant cost savings and better resource management.
Major Achievements:
• TikTok: Led initiatives that reduced negative user experience metrics by 70%, achieving the highest improvement in the SEA region.
• Shopee: Managed a budget of ~$600K and drove cost-saving initiatives that reduced expenses by over 30% in just five months.
• Ninja Van: Improved customer satisfaction (CSAT) to 85% and optimized support processes, leading to a 30% reduction in monthly costs.
Professional Skills:
• Quality Audit & Training: Developing and implementing quality standards and training programs to ensure consistent performance across teams.
• Workforce & Performance Management: Effectively managing teams, optimizing workforce planning, and improving overall productivity.
• Process & Budget Optimization: Expert in streamlining processes and managing budgets to achieve financial efficiency.
Consulting Experience:
• Freelance Consultant: Providing business consulting services, including vendor sourcing, contract management, and e-commerce operations, with a focus on compliance and process improvement.
• Translator/Interpreter: Skilled in translating and interpreting for business meetings and documents, ensuring clear communication and accuracy.
Why I Stand Out:
• My experience in operations and compliance, combined with a focus on optimizing processes and improving customer experiences, makes me well-suited to drive meaningful results. I’m committed to delivering excellence in every aspect of my work.