Thao Thi Nguyen
Customer Operations Manager
Reykjavik
Summary
As a high-performing Customer Operations Manager at Controlant for over two and a half years, I have successfully managed relationships with major pharmaceutical companies such as Pfizer and GSK. My commitment to excellence ensures that key customers receive top-tier service. I possess exceptional customer-facing and internal communication skills, coupled with a strong understanding of SAAS software. As a former Monitor and Response Specialist (MARS), I not only embodied Controlant's values but also became a MARS champion by guiding updates for working instructions and organizing team activities. Additionally, I took the initiative to onboard and train new MARS agents. My proven ability to thrive amidst constant change and limited resources underscores my dedication to delivering outstanding results.
As an Interpreter, I use my knowledge to help people communicate with one another, despite language barriers.
Overview
11
11
years of professional experience
Work History
CUSTOMER OPERATIONS MANAGER
Controlant
12.2021 - Current
- Acted as the primary operational liaison for Pfizer, ensuring the successful distribution of 102.6 million vaccine doses to 60 countries( 2022-2023).
- Led the smooth transition of GSK customers from pilot to operational status, driving business growth and enhancing efficiency through optimized reporting and streamlined processes. Achieved a 20% customer growth since onboarding, demonstrating a strong impact on client engagement while increasing operational efficiency by 50% (2024).
- Implemented data-driven strategies derived from user insights that streamlined internal processes; achieved exceptional performance outcomes by reducing average response times to inquiries by 40%, thereby improving client engagement.
- Ensured the precision and reliability of customer master data by conducting weekly audits on shipments and forecasts, which maintained 99.5% accuracy levels crucial for operational efficiency in Customer Operations.
- Built strong relationships with key customers and internal stakeholders, promoting seamless collaboration.
INTERPRETER
Asetur
11.2020 - Current
- Enhanced communication between clients and non-English speakers by providing accurate translations in real-time conversations.
- Utilized active listening skills and cultural sensitivity to convey accurate interpretations.
MONITOR AND RESPONSE SPECIALIST
Controlant
01.2021 - 11.2021
- Successfully reported temperature deviations for the Pfizer Covid vaccine, ensuring compliance and safety
- Demonstrated expertise in multitasking across diverse software applications, optimizing operational efficiency
- Adhered to communication protocols and policies, maintaining consistency and excellence in service delivery.
FRONT DESK
Fosshotel
07.2013 - 12.2020
- Trained new hires on company policies, software systems, and best practices for front desk operations, leading to successful on boarding experiences.
- Enhanced guest satisfaction by providing efficient check-in and check-out processes.
Education
High School Diploma -
An Lao High School
Hai Phong, Vietnam 05.2001 -
Skills
Technical proficiencies
Self Improvement
Metrics-driven
Collaborative mindset
Problem Solving
Emotional Intelligence
Sales Support
Client satisfaction
Adaptability
Leadership
Innovation
Operational Efficiency
References
- MARTIN MULARSKI- DIRECTOR OF CUSTOMER SUCCESS, Controlant, martin@controlant.com
- BRYNDÍS HAUKSDÓTTIR- DIRECTOR OF CUSTOMER OPERATIONS, Controlant, bryndis@controlant.com
Timeline
CUSTOMER OPERATIONS MANAGER
Controlant
12.2021 - Current
MONITOR AND RESPONSE SPECIALIST
Controlant
01.2021 - 11.2021
INTERPRETER
Asetur
11.2020 - Current
FRONT DESK
Fosshotel
07.2013 - 12.2020
High School Diploma -
An Lao High School
05.2001 -
Similar Profiles
Charlotte EatonCharlotte Eaton
Monitor and Response Specialist at ControlantMonitor and Response Specialist at Controlant
Magnús Haukur SigurðarsonMagnús Haukur Sigurðarson
Aðstoðar Yfirkokkur at Fröken ReykjavíkAðstoðar Yfirkokkur at Fröken Reykjavík
Sergiy MalySergiy Maly
Interior Woodwork at Sra, EhfInterior Woodwork at Sra, Ehf