DePaul University

Customer Experience Director at Ipsos

Medallia

Senior Solutions Consultant

• Award recipient of Women in Tech 100 for achievement in the industry.
• Shape inaugural, multidisciplinary role bridging technology offerings, customer success and research design for multiple CX programs across luxury retail, automotive and financial banking clients, with implementation of new platforms and facilitating key design and discovery workshops.
• Leverage technology and research expertise to bring impactful solutions that achieve clients' business goals and embed multi-services into their business, resulting in renewed contracts with 30% increased budget.
• Champion sales activities through strategic development of technical RFP specifications, preparation of pitch materials, and presenting to prospective clients, effectively securing over £6M+ in multi-annual new business.
• Develop and facilitate training webinars to upskill internal teams on tech platforms and capabilities, proactively bringing latest enhancements to client teams.

Ipsos

Client Success Director

Relocated to Sydney, NSW to manage a Voice of Customer program transitioning to a new methodology and technology platform for a large aviation company. 
•Managed a team of analysts, account directors/managers and programmers to support the transition of multiple feedback programs 
•Delivered parallel analyses to stakeholders to manage expectations of results and outcomes of the new program 
•Recommended and presented new methodologies associated with the best practices in Customer Experience strategy related to sampling, questionnaire designs and online dashboard reporting
•Fostered relationships throughout the organization presenting monthly reporting, brainstorming new initiatives and bridging a relationship with clients and technology partners
•Implemented advanced analytics reporting with multiple phases and delivered a multi-year analytics road map 
•Co-designed an analysis on dual programs across Customer Experience and Brand Health Tracking to better understand how these feedback programs interact with each other

Directed business development initiatives across the market and managed additional CX programs
•Led a large Mystery Program proposal for a government client in the transportation sector combining multiple methodologies enlisting support across our global experts 
•Contributed to the transition of a feedback program for post course evaluations, re-designing the online reporting working with the preferred technology partner 
•Participated in multiple proposals across various industries related to transformational CX programs 
•Facilitated multiple training sessions on CX best practices and coached junior staff on current programs and career planning

Ipsos Australia

Director - Customer Experience

• Manage 2 direct reports spread between 3 projects, spanning multiple methodologies
• Maintain multi-million dollar CSAT tracking study for an internationally recognized
company
               • Implement new process efficiencies resulting in over 30% time savings
• Kick-off multi-million Mystery Shop program
               • Design and analyze a pilot study to help forecast important KPIs related to program transition
               • Work with operational functions and technology partners to build custom platforms for enhanced reporting and analysis
               • Implement innovative data collection through the use of mobile apps, videos
• Conduct qualitative research with C-level stakeholders and transform findings into actionable CX strategy
              • Facilitate Rapid Design and Action Plan workshops with 20+ stakeholders, across regions

Director - Customer Experience / Client Services

Maintained a multi-million dollar CSAT tracking study for an internationally recognized company
•	Facilitated client meetings across multiple regions as well as with the global project stakeholders
•	Consulted with technology partners to develop enhancements for client reporting
•	Main project manager on large redesign project focused on global change management
•	Managed multiple team members on project responsibilities and promoting success in the organization

Senior Account Manager - Customer Experience 

Continued to manage large tracking study and implemented a new program design
•	Lead client meetings on a weekly basis with global stakeholders
•	Managed suppliers outside of the business to deliver holistic solutions to the client
•	Designed and executed an analyst development training workshop with mandate from head of the BU
•	Managed junior team members on internal and external skill sets important to growth in the organization

Account Manager - Customer Experience

Focused on project management for a CSAT tracking study for a global hotel chain. 
•	Responsible for questionnaire redesign and implementation for semi-annual and adhoc updates
•	Managed end to end processes for web portal(s) updates and new report releases including writing design specs, QA testing, UAT testing and helping to provide training/communications
•	Supported regional clients in Asia on weekly calls and develop regional specific reports for their hotels 
•	Provided monthly analytics on global trending data for hotels and corporate stakeholders

Senior Analyst, Ipsos Loyalty - Travel & Leisure

Provided operational support to clients and development teams through project management tasks and research design for multiple, global customer satisfaction trackers. 
•	Liaised between the client and internal development team on delivering requests in a timely manner 
•	Managed multi-mode study across United States and Canada and designed processes to combine all responses into 1 database
•	Supported the internal team on handling client requests and feedback in the Greater China and Asia, Middle East, Africa regions

Research Analyst, Ipsos Loyalty - Travel & Leisure

Participated as a member among 7 in the Ipsos Executive Development Program in North America. This program exposed us to multiple aspects of market research and gave us a holistic experience within our 1st year. 
Including:
•	1 month of intensive hands-on training including training sessions from various leaders in the business and the implementation of a real study on Perceived Innovation for our client, Ipsos OTX
•	3 three-month rotations in different areas of the company
•	Additional training between each rotation from senior leaders across the organization.

o	Rotation 1: Legacy Synovate Strategic Client Project Management (SCPM) 
Focused on supporting the Client Service team in implementing 2012 global survey changes for the client. Took part in training on Project Management of large global, mixed methodologies studies. Responsible for quality assurance of all paper and postal surveys for 7 brands, across 4 regions and over 20 different languages

o	Rotation 2: Ipsos Public Affairs						
Supported 2 different teams during this rotation, the Omnibus and Client Service team supporting a large media client and Social Corporate Reputation studies. Assisted in implementing monthly telephone surveys as well as weekly Omnibus studies from pricing out bids, internal client communications, scripting questionnaires and testing links. Created several Top Line reports the clients' media reporters during the 2012 election year. Worked on a side project for a senior level director within Public Affairs dedicated to be used internally

o	Rotation 3: Ipsos Loyalty – Travel and Leisure 
Focused on understanding the operations behind large, global trackers; assisted the Client Service team with large projects within the travel industry. Further developed skills in using Microsoft Access and IBM SPSS; necessary in managing these projects. Created a capabilities document for all accounts within Ipsos Loyalty highlighting the available resources of the operations team.

Research Analyst

Helped develop and grow the internship program for Pangea Educational Development by:
•	Scheduling monthly meetings with each intern
•	Planning training sessions touching upon various business skills and knowledge areas
•	Act as a mentor and resource for the interns during their internship

Pangea Educational Development

Intern Coordinator

•Developed marketing communication plan to spread awareness of organization’s mission.
•Raised awareness of organization’s programs: 3 Year Program, Student [Ex]change, Volunteer Program.
•Planned and executed organization’s launch event in May.

Marketing Intern

•Developed innovative forecast method to capture volatile market demand in unique business situation.
•Provided analytical data related to customers, products, sales to executive staff leading to future strategic business projections.
•Designed and implemented over 20+ data reports using Worldwide Sales Analysis System (WWSAS), an analytical reporting tool. Introduced to 6Sigma Process Tools and assisted in developing a 6Sigma Process map.
•Participated in Cummins Filtration Asian Affinity Group celebration of Asian Awareness month in July.

Cummins Filtration

Marketing and Sales Intern

•Implemented marketing plans to promote 40+ Instructional Programs and 70+ Group Fitness classes
•Managed social network sites through distribution of viral messages to members
•Designed successful advertisements and develop focus groups for the facility

Ray Meyer Fitness and Recreation Center

Campus Recreation Marketing Assistant

•Sold and tracked memberships over 1,000 students and community members.
•Registered patrons for 50+ programs and services.
•Implemented day to day administrative tasks.

Membership Assistant

•Facilitated lesson plans once a week to engage students in various activities that developed leadership.
•Served as a mentor and a resource to help transition first-year students to develop socially, emotionally and academically at DePaul University.

Common Hour Mentor

•Planned and implemented marketing promotional plans for various companies:
College Night at Chicago Symphony Orchestra with 100+ attendees
Art After Dark Event at The Chicago Art Institute and Adler Planetarium
•Launched Student Club Program with 1,000+ members for Chicago Blackhawks.
•Demonstrated leadership by directing a team of 4 campus interns.
•Experimented with various marketing techniques and new promotional plans for Time Out Student Guides on and off college campuses distributing over 1,000+ magazines.

Hai Vu