1. CURRICULUM VITAE
Personal Particulars:
Name : Sok Phorn
Age : 35 years old
Date of birth : 01-04-1980
Gender : Female
Marital Status : Married
Date of birth : Phnom Penh, Cambodia
Health : Good
Wight : 58Kgs
Nationality : Cambodia
Address : # 520E0,E1, St.20, Sangkat Stoeung Meanchey, Khan Toulkork, Phnom Penh
Mobile : 0885889555
Maid Address : phorn.monika@yahoo.com
I. Education
2000-2004 : Graduated Bachelor Degree at NIM
: Course “Management”
II. Qualification
Feb-2012 : Performance Recognition Award of hard work and team work for successful
launch of Hello Laor product.
Nov 15th
,2011: Best Sales Award for outstanding sales achievement during Activities on
28th
October, 2011
Setp 29th
– 30th
,2009: Has Successful Completion of Management and Leadership as
workshop at Himawary Hotel ( Certificated)
Sept 16th
2009: Recognition for Successfully Completion the Program HR for No-HR
Managers”( Certificated)
2008: Joint Contact Center workshop at Singapore, Organized by the Asia Business Form

2. Feb 6th
-8th
,2007 : Visited TM office at Kolar Lampour ( Malaysia) about CallCenter
Jan 2001-Sept 2002: Promoted as CallCenter Supervisor
Jan 2000-Jan 2001 : Promoted Position as Head of Unit Service
: Responsibility- Customer Service
Dec 1998-Mar 1999 : Complete Computer ( MS-DOS, MS- Window, Ms-Excel)
III. Short Course
October 07th
,2011 : Has Successful Completed in “Core Values” ( Certificated) @ New
Horizons Computer Learning Centers
August 12th
-13th
,2011: Certificate of Completion American Academic Associates “Creating a
Positive Work Environment” @ AAA School.
August 4th
-5th
,2011 : Certificate of Completion American Academic Associates ”How To
Bring the Most in Employees” at AAA School.
Sept 14th
,2009 : Certificate of has Satisfaction Completed the intensive training on
National Social Security and taught by Cambodian Federation of Employers and Business
Associations.
Mar 6th
-7th
,2009 : Certificate of Completion American Academic Associates in
“Communication Skill “ at AAA school.
July 17th
,2007 : Has Successful Completion in “ Service Mind for Customer’s
Satisfaction” at TMIC company.
May 28th
-31st
,2007: Has Successful Completion in “Supervisory & Leadership Skill” at
CamEd SChool.
August 9th
,2002: Certificate successfully completed in “Customer Service” at CamEd School
IV. Work Experience
August 11st, 2014-Jan,2015: Working at Mivilk (Cambodai) Plc. Position as Tele-Sales
Manager
Responsibilities include:
• Lead and manage the call center sales team:
1. Build sales force by recruiting from suitable channels
2. Train and on-board recruited team members
3. Set and meet performance targets for the team; forecast and analyze data against
budget figures on a weekly basis

3. 4. Manage daily running of the call center
5. Provide ongoing coaching to the team including counseling, advise, support and
motivation
6. Enforce quality measures and set up processes for robust tracking of KPIs
7. Handling customer enquiries
• Assist in the development of new initiatives for mass market consumers
• Effectively and efficiently plan and prioritize all resources working across the operation based on
company goals
• Actively monitor risks to foresee potential issues and proactively identify solutions to address
them in advance
Mar, 2013- 8th
Aug,2014: Worked at Xinwei Company Co,LTD as CallCenter & Telemarketing
Manager
Responsibilities- Management
Duties:
 Managing the daily running of the Call Center and Telemarketing , Setting and meeting
performance targets for speed, efficiency, Service and quality
 Provide Training to new staff
 Random Check quality assessment one time per week
 Provide good solution to staff when they facing problem
 Set target for staff and ensure target set is performance and achievable
 Join weekly meeting with management team
 Sent Daily, weekly & monthly report to Head of department
October, 2002-Feb 2013: Worked at Hello Axiata Company Co.,LTD as Senior Executive, Call Center
: Responsibilities- Make plan
Duties:
 Managing the daily running of the Call Center, Setting and meeting performance targets for
speed, efficiency, Service and quality
 Liaising with supervisors, team leaders, operatives and coordinate with other department t
gather information and resolve issues, maintaining up-to-date knowledge of product
developments and involvement in networks issues

4.  Motivation CallCenter agents to achieve high performance, overseeing the design and
delivery of all training programs, monitoring calls for quality assurance and handling
escalated concerns that fall outside the purview of executive and senior officers.
 Monitoring random calls to improve quality, minimize error and track operative
performance..
 Coordination staff recruitment including writing vacancy job requirement and liaising with
HR staff, reviewing the performance of staff, identifying training needs and planning training
sessions.
 Organizing staffing including shift patterns and number of staff required meeting demand.
Coaching, Motivating and retaining staff and coordinating bonus, reward and incentive
schemes.
 Recording statistic, user rates and the performance levels of the center and preparing report
such as daily report ( Total call in, Calls Answered, Calls drop, Customer inquiries). HT daily
action, weekly and/ or monthly basis.
 Handling the most complex customer complaints or enquires
 Forecasting and analyzing data against budget figures on a weekly and or monthly basis
 Improving performance by raising efficiency and sourcing new equipment to enable
 Take full control and ensure proper policy follow and documents reference are obtained for
all of balance adjustment, voucher black list, baring, CLIR, Banh Luy roll back and other
related service activate & Deactivate.
 Creating a conductive work environment for all the callcenter’s employees.
 Carrying out team meetings and actively participating in the monthly and weekly meetings
 Others task as assigned by immediate manager
Jan 2001-Sep,2001 : Worked at TMIC, Position CallCenter Supervisor
: Responsibility- Service Mind
Jan 2000-Jan,2001 : Worked at TMIC, Position as Head of Unit Service
: Responsibility- Customer Service
1997-2000 : Worked at IBC, Position as Sales Representative
V. Language Ability

5. English Language: Spoken/ Written/ Comprehensive- Good
Thai Language: Spoken- Good
Mandarin language: Spoken- A littler
VI. Reference
-Mr. Tes Chantha : Working at LAD Company Co., LTD, Position Sales Manager
Contact number: 012 950456
-Mr. Prosoar MOUNG
TPM (Technical Project Manager)
Alcatel-Lucent Cambodia
Tel: +855 12 967853