Thanh Pham Thi Thu
Customer Service Specialist | Aspiring SME
Penang
Summary
Motivated and detail-oriented Customer Service Specialist with strong knowledge of Facebook policies and advertising processes. With hands-on experience in social media marketing and consistent top KPIs (Top 3 agent - March 2025), I am confident in supporting CS agents to deliver excellent service aligned with Meta standards.
Overview
6
6
years of professional experience
Work History
Customer Service Specialist
Teleperformance Malaysia
05.2024 - Current
- Provide customer support via chat and calls regarding Facebook-related services, ensuring high-quality responses aligned with internal policies.
- Consult customers and deliver accurate guidance after coordinating with specialized teams.
- Consistently achieve and exceed monthly KPIs; ranked Top 3 agents in March 2025.
- Continuously expand product and policy knowledge to maintain excellent customer satisfaction.
Social Media Executive
An Vien Television / BChannel BTV9
12.2021 - 03.2023
- Led social media campaigns across Facebook, Instagram, YouTube, and TikTok.
- Collaborated with KOLs and influencers to maximize engagement and campaign success.
- Monitored and analyzed KPIs (views, reach, engagement) and delivered performance reports.
- Created PR articles, press releases, and customer experience content.
Customer Service Executive
GTS Company
03.2019 - 05.2021
- Handled customer support via email and SMS, improving engagement and satisfaction.
- Developed standardized email templates, boosting response efficiency.
- Managed product uploads to websites and marketplaces; supported project reporting tasks.
Education
Bachelor of Arts - International Professional English (2016 – 2021)
Hanoi University of Science And Technology
Ha Noi 04.2001 -
Digital Marketing
FPT Skillking
Ha Noi07-2021
Skills
- Facebook Ads & Policies Understanding
- Customer Service & Problem Solving
- Social Media Management
- Research & Planning
- Microsoft Office
- English (Fluent) Vietnamese (Native)
- Teamwork Attention to Detail Fast Learner
Timeline
Customer Service Specialist
Teleperformance Malaysia
05.2024 - Current
Social Media Executive
An Vien Television / BChannel BTV9
12.2021 - 03.2023
Customer Service Executive
GTS Company
03.2019 - 05.2021
Bachelor of Arts - International Professional English (2016 – 2021)
Hanoi University of Science And Technology
04.2001 -
Digital Marketing
FPT Skillking
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