DHL Express Vietnam - Back-Office Customer Service Professional of the Year -

Company: DHL Express Vietnam
Company Description: With 77,000 employees, 4,000 facilities, over 40,000 service points, DHL Express serve 2.6 million customers and transport 294 million shipments in 2013 among more than 220 countries and territories, operate the most comprehensive global express network.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Back-Office Customer Service Professional of the Year - All Other Industries

Nomination Title: Ly Thi Truc Phuong - From Conquering Challenge to Phenomenal Development

Ly Thi Truc Phuong with the great performance and adaption in challenging situation is the representation of DHL Express Vietnam Customer Service for Back-Office Customer Service Professional of the Year award 2022. From the date she started in Sep 2015, she has a lot of remarkable performances as the Customer Service Professional. She has the experience in both Frontline and Backline team of Customer Service Team. With her strong leadership and commitment, she not only provides the amazing service to DHL Express’s customer to support their shipment, but also help to guide the newcomer and colleagues in daily operation when they have any concerns. Alongside with such a great contribution to customer and colleagues, Phuong has also attend and win the awards in the events & activities of the department and company such as: 1st prize in Backline knowledge program, Committee Team in Customer Service Week 2020, achieve Runner Up in Yoga Plank Challenge 2020, Female winner in Pushup Challenge 2021. She has three Employee of the Months in Dec19, May20, Apr21and two Employee of the Year from CS and Company in 2020. Phuong also is Company Superstars Q1.20 which show her enormous contribution to DHL Express.

Advisor, Frontline in Sep 2019 and has been promoted to Customer Service Advisor, Tracing in May 2017. With the outstanding performance, Ms. Truc Phuong has been promoted to Customer Care Advisor (CCA) to handle mainly complaint and claim cases in Oct 2019 and attain high performance from the 1st month onwards. Phuong is always a reliable contact point for a colleague to ask for support when they occur any difficult cases. From Jan21, Phuong is officially promoted to Customer Care Senior Advisor. As the result of her endless effort to self-develop and Insanely Customer-Centric Culture (ICCC) mindset, Phuong has received many customer recognition for her excellent service.
Customer Recognition: STAR Dec19 & Oct20.

Alongside with the long list of Truc Phuong’s achievements, she always maintains excellent performance with 2/5 KPIs achieved 100% from Jul 20 till now to deliver the best service for the customer.
Complaint Resolution rate at 100%, vs. targeted 75%
Web enquiry response 100% in all of the months.

The other 2 KPIs which are Customer Care Quality and Service Quality, Ms. Truc Phuong also meets the maximum requirement:
Claim Resolution rate 99.7%, vs. targeted 80%.
Customer Care Quality at 96.3% vs. targeted level 93%.
Service Quality at 99.3% vs. targeted level 93%.

Country Manager and Customer Service Director to examine the issue and prepare the answer to the complaints while also the contact point to Risk Management and Insurance for high-value shipment. Even in the challenging position, Truc Phuong manages to transfer knowledge, and successfully train to the new CCA, Mr. Nguyen Van Tinh. Besides supporting customers, Truc Phuong also acts as a great supporter to the management team in the project. She reviewed the Complaint & Claim handling procedures for enhancement, monitoring Motion Study and Back of sample cases which is a great project to the newcomer of Backline Team.

2020 and 2021 are unforgettable years due to the outbreak of the Covid19 pandemic. In the Backline Team, there is an enormous workload when the pandemic starts to impact heavily on the daily operation of DHL Express. In Sep21, the Complaint cases increased significantly by 106.1% from 98 cases in Aug21 to 202 cases. Phuong has actively adjusted the correspondence template to respond to customers straightforwardly and clearly to save time on the write-up for Backline Team. Foreseeing the situation will happen again due to the Covid19 pandemic, Truc Phuong is focusing on the actions to build up CCA buddies through knowledge transfer and case co-monitoring in preparation for near-future incidences.

By thriving in the ICCC mindset, Ms. Truc Phuong is the perfect nominator for Young Customer Service Professional of the Year 2022.