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Dynamic activities & experiences via many functions and assignment roles during 20 years continuous working in the global MNCs (Sharp & Philips Corporation).

More than 9 years experiences in service management, including customer service operation, technical expertise, building maintenance service network and spare parts inventory management.

Work Experience

Customer Service Representative

Sharp Corporation

Build up service network, enhance awareness & brand of Sharp Corporation in Vietnam market for Consumer Electronics, Home Appliances, Kitchen Appliances and Office Appliances.

  • Manage all of customer database (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy. Analyses operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customers/ clients.
  • Check and coordinate spare parts inquires from customers. Following a customer inquire, issue quotes from SAP system, stating the price terms of delivery and terms of payment and validity of quotation.
  • Develop customer service department procedures. Liaises between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries.
  • Build service networks for CE, HA, Office Appliances products through nationwide.
  • Launch product & service training for Authorized Service Stations & Sharp Service Center.


  • Build-up & operate the brand of Sharp Service Center (SSC) & Authorized Service Stations (ASC) in HCM City & through nationwide.
  • Setup 36 Authorized Service Stations nationwide for consumer electronics & home appliance products with high-skill and qualified technicians well-trained by Japanese experts.
  • Train & enhance service management for SSC & ASC 's managers, engineers, technicians in consumer electronics, home appliances, office appliances products.
  • Archive targeted service call response time within 2 hours on-sites service served in the city and 48 hours completed-set return in warranty & repairing maintenance service.
  • Improved Customer Satisfactions to 95% via multi-services survey combined with marketing & promotional sale campaigns.

Work Experience

Product & Customer Marketing Manager

Philips Corporation
  • Implement the marketing plan, product mix to the market, 4P Analysis, marketing programs for new products & promotion launch.
  • Build understanding of market, consumer and customer behavior trends and translates this into up-to-date insights of the market and marketing
  • Analyze deviations from set targets by bench-marking, price analysis and new developments, so management can define corrective actions. Ensures frequent and efficient reporting and communication.
  • Ensure efficient product information, training and bench-marking.
  • Work closely together with sales and trade marketing, e.g. for selling in/out promotions. Perform visits to selected customers, assistance to sales with key account presentations and other product support.
  • Launch new products & training to Modern Trade/Traditional Trade channels (MT/TT). Consolidate Sale Reports, Key Account Management (KAM) at MT/TT channels.
  • Support OEM Projects for Consumer electronics & Domestic appliances products.



  • Responsible for business turnover on own products > €10M.
  • Increased +30% annual sale revenue growth & retained 15%-25% on gross margin.
  • Boosted up to 10 Key Account Managements (Modern Trade Channels) from average annual 5 KAM.
  • Implemented Mar-com plans & actions with marketers to be agreed within central budget (3%-4%).
  • Expended Full Time Employments from 3 to 9 headcounts in 2007.

Work Experience

Strategic Business Development Manager

Philips Corporation

Market Research

  • Country Report: Provides the latest economic indicators (Data & Statistics) such as GDP, CPI, Labor, Logistic cost…Industrial/ Regional development analysis (Potential Metal & Plastic Industry, Wire & Cable Market Overview), International Trading Relations, Imports and Exports Updates.
  • Competitor Analysis: Focuses on the strategies, technology, products and supply base which are contributed for Competitors development in Electronics Manufacturing, especially in Healthcare equipment, Lighting, Consumer Electronics & Home appliances
  • Product Survey: Scanning for specific products & commodities in Lighting & Electronic Industries (ODM/OEM Rice Cookers, Blenders & Irons Sourcing in Vietnam & Thailand, Cable & Wires, Metal & plastic parts, Mechanical fabrication & Plastic injection for Contract Manufacturing projects).

Supplier Scouting

  • Build and maintain Philips existing supply base, support to identify alternative technology/ solution, provide alternative suppliers to support Philips negotiation position, identify potential sourcing opportunity, extend Philips supply base globally/ in new region/market, support supply base risk.

Local & South-East Asia Sourcing

  • Identify opportunities and find the right suppliers: scouting potential suppliers, pre- screening, suppliers audit & assessment, selection, negotiation, contracting, supply chain management in Vietnam & South-East Asia countries.
  • Exploit low-cost sourcing opportunities and provide operational support in market: Hosting visits, event support, sample handling, business review meeting, OEM/EMS Project management.

Project & Procurement Management

(Milestone Master Plan, Materials Import, Production, Supply & Delivery Plan……)

  • CKD/SKD Project for LCD-TV & DVD Player with local suppliers.
  • ODM/OEM Outsource Project for Home Appliances Finished Goods & commodities
  • EMS/CM Project for Lighting, Home Appliances & Medical Devices.


  • Delivered Ad-hoc annual market reports, more than 10 market reports per 4 requested target.      
  • Maintained average C.S.S (Customer Satisfaction Score) on report feedback: 8.9/10.
  • Cost saving on labor, import duty, logistic & contributed +35% for GM (Gross Margin) via CKD/SKD implemented project for Philips DVD players & LCD-TV assembled in Vietnam.
  • Saving 11% of total materials cost for local glass tube production with local manufacturers.
  • Completed 100% of projects on schedule for milestone master plans, pre-audit & assessment, ICAL improvement, supply chain management & production delivery.


Business Management

Philips University & Harvard Business Publishing

Building Brand, Leadership Skills, Brand communication, Social media

SIBME (Singapore) / Philips HQ Amsterdam, Global Head of Brand, Communication & Digital

Electronics & Electrical Fundamentals

Natural Sciences University