DOAN THI NHUNG
Customer Service Specialist
Pennang, Malaysia
Summary
For the past two years, I have worked in customer service, and my focus has been on providing global tech support for overseas clients. Currently, I am in Penang, Malaysia, working for Teleperformance where I assist Meta's advertising partners. Prior to this role, I was with Concentrix Vietnam, participating in the Amazon project where I performed customer service functions. I speak Japanese and English, and have developed a strong foundation in troubleshooting, user support, intercultural, and cross-cultural communication. As of now, I would like to find a stable company that has long-term career development prospects where I can leverage my language skills and support experience. These include resolving platform-related issues, providing relevant and accurate information, and communicating with various cultures. I would like to continue developing these skills while providing dependable and proactive customer support, globally.
Overview
2026
2026
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
2
2
Languages
Work History
Act as Interpreter (short-term)
freelance
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Worked effectively in fast-paced environments.
- Proved successful working within tight deadlines and a fast-paced environment.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Translated documents from Japanese to Vietnamese
- Provided verbal summaries of non-English documents to diverse audiences.
Customer Service Specialist – Meta Project
Teleperformance Malaysia
10.2024 - Current
- Communication with advertising clients was conducted over chat and email in the Japanese language.
- In charge of identifying and solving advertising account and platform tools technical issues.
- Worked in conjunction with internal policy and technical departments to escalate and monitor resolution case progress.
- Achieve a high and consistent service level while managing multiple tickets simultaneously across a high demand ticketing environment.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
Customer Service
Concentrix Vietnam
09.2023 - 07.2024
- Managed customer interactions through emails, phone calls, and chats.
- Managed order related issues including; returns and payment related discrepancies.
- Parted correct information about the services provided and policies of the Amazon platform.
- Tailored messages to diverse customers while upholding a high level of decorum.
Barista
DOUTOR COFFEE SHOP 新大久保 店舗
07.2022 - 04.2023
- Trained new team members with positive reinforcement and respectful, encouraging coaching.
- Recommended products based on solid understanding of individual customer needs and preferences.
- Maintained regular and consistent attendance and punctuality.
- Controlled line and crowd with quick, efficient service.
- Trained new employees, sharing knowledge and expertise of coffees, teas, and merchandise.
- Completed successful daily cash audits to correctly balance drawers at end of shifts.
- Monitored supply levels at counter and maintained customer areas to meet typical demands.
- Memorized recipes for specialty coffee beverages and seasonal offerings.
- Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots, and other equipment.
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
RYU Restauran
waitress staff
08.2021 - 08.2022
- Gained strong leadership skills by managing projects from start to finish.
- Demonstrated leadership skills in managing projects from concept to completion.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked effectively in fast-paced environments.
- Resolved problems, improved operations and provided exceptional service.
Barista
STARBUCK
02.2019 - 05.2020
- Maintained regular and consistent attendance and punctuality.
- Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Controlled line and crowd with quick, efficient service.
- Memorized recipes for specialty coffee beverages and seasonal offerings.
- Trained new employees, sharing knowledge and expertise of coffees, teas, and merchandise.
- Trained new team members with positive reinforcement and respectful, encouraging coaching.
- Learned special recipe items and seasonal offerings to best meet customer needs.
Education
Some College (No Degree) - Pre-University Preparation Programme
Sundai Electronic Information & Business College
Tokyo 02.2021 - 04.2023
Intensive Language Course - Intensive Language Course
Sundai College of Business & Foreign Languages
04.2019 - 02.2020
Intensive Language Course - Intensive Language Course (JAPANESES COURSES)
Intensive Language Course
10.2017 - 03.2019
Skills
Japanese Customer Support
Email/Chat Communication
Certification
JPT (Japanese Proficiency Test Implementation Committee): 660 points (Equivalent to N1)
Timeline
Customer Service Specialist – Meta Project
Teleperformance Malaysia
10.2024 - Current
Customer Service
Concentrix Vietnam
09.2023 - 07.2024
Barista
DOUTOR COFFEE SHOP 新大久保 店舗
07.2022 - 04.2023
RYU Restauran
waitress staff
08.2021 - 08.2022
Some College (No Degree) - Pre-University Preparation Programme
Sundai Electronic Information & Business College
02.2021 - 04.2023
JPT (Japanese Proficiency Test Implementation Committee): 660 points (Equivalent to N1)
11-2020
IELTS 6.0
09-2020
Intensive Language Course - Intensive Language Course
Sundai College of Business & Foreign Languages
04.2019 - 02.2020
Barista
STARBUCK
02.2019 - 05.2020
Intensive Language Course - Intensive Language Course (JAPANESES COURSES)
Intensive Language Course
10.2017 - 03.2019
Act as Interpreter (short-term)
freelance
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