Hi, my name is Payton. A little about me:
- I’m an Operations Manager with 7+ years’ experience from tech-enabled companies in various industries.
- My expertise includes workforce and quality management, operational excellence, and strategic planning.
- I’m adept in stakeholder management, process optimization with a proven track record of driving significant improvements in user experience, and cost savings. Currently, I am launching some side projects and freelancing for the time being.
Work Experience
E-commerce Platform Policy Manager @ TikTok Sep 2022 – Jun 2023
Operations Workforce and Quality Manager @ Shopee Oct 2021 – Sep 2022
Customer Experience – Quality and Training Manager @ Ninja Van Aug 2019 – Feb 2021
Process Trainer & Solutions Specialist (Trust & Safety) @ Accenture Jul 2017 − Jul 2019
Professional Skills
Business Assistant & Consulting
- Process & Budget Optimization
- Operations Delivery Improvement
- Metrics and Reports Development
Customer & Service Operations
- Quality Audit & Training
- Cases & Escalation Management
- Workforce & Performance Mgmt.
Data & Content Management
- Labelling & Moderation
- Translation & Proofreading
- Data Analysis
Project Experience
Research Coordinator - Sex Education Knowledge of University Students in Ho Chi Minh City
- Surveyed of 450 students in universities in HCMC.
- Results were stratified from previous knowledge to self-assessment and actual assessment, compared between gender (male vs.female students).
- Male students scored themselves on average lower than females in self-assessment but higher in actual assessment. Topic with the most limited knowledge is STDs.
EDUCATION
Asian University for Women (2014 – 2017) Bachelor of Science, Biological Sciences
PORTFOLIO
- You can insert other Feishu Docs, files, pictures, and videos from the ⋮⋮ menu.
- After you’ve finished, press the ··· icon in the upper-right corner to export this document to Word or PDF. 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.
This version maintains a professional tone while clearly outlining your skills, achievements, and what sets you apart.