Hoàng Thị Đoan Thư has over 10 years of experience in customer service and back office roles. She is currently an Admin Assistant at RMIT University Vietnam where she manages budgets, leave requests, and logistics. Previously, she worked as a Customer Service Team Leader at Hewlett Packard, where she handled customer inquiries, prepared reports, and solved complaints. Her career objective is to gain more experience in customer service roles to become a middle-level manager within two years.

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HOÀNG THỊ ĐOAN THƯ
23 A2Apartment Building 830 Su Van HanhStreet,Ward 13, District 10
Tel: (08) 38.658.472
Mobile: 098.9220.928
Email: hoangthidoanthu@yahoo.com
D.O.B:June 26th
1985
Status: Single
CAREER SUMMARY
Over ten-year experience in providing back office services including nearly three- year experience working in
Customer services field for European employees and four-year experience supporting Vietnamese employees.
CAREER OBJECTIVE
My career objective is to build a long-term growth and development in Customer Service fields. In the next two
years,I will accumulate and gain as much experience as possible to be eligible to become Middle-level Manger
WORKING EXPERIENCES
18th
Nov 2013 – Present: RMIT University Vietnam
Admin Assistant for Student Recruitment
Main Duties:
- Managing Budget for whole team and reporting it every month for Direct Manager.
- Managing Leave form & OT form for whole team.
- Coordinating in printing form and sales material.
- Booking Flight, Van,Bus and Hotel for team in business trip.
- Dealing with supplier in payment method and preparing draft contract for our team.
- Following up with Legal to manage approved contract.
- Coordinating with Procurement team in buying goods.
- Managing the quantity of brochures and reporting the numbers to Senior Student Recruitment Consultant
- Taking care all the stuff and logistics for team.
- Preparing PR PV and coordinating with Finance team in payment for supplier.
Achievements:
- Providing solutions for organizing and maintaining budget, expenditure and sales material quantity, by finding
new methods to calculate the amount of expenses spent each month to balance our budget.
- Well managing Sales Material and Merchandise which support team knows exactly how many brochures and
stationery are remaining.
- Managing successfully leave days and Overtime for whole team – 16 staffs.
7th
June 2011 – 19th
July 2013: Hewlett Packard Company
Customer Service Team Leader
Main Duties:
- Managing the GWE (General Western Europe), Italy and Germany regions.

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- Receiving more than 100 emails per day and assigning requests from clients to the team members.
- Managing the inbox mail to make sure there is not complaint email from clients.
- Preparing reports for clients to inform them about their missing time and people working on projects.
- ContactingHR and some SPOCs (Single point of contacts) once a month to get the list of employees in our
regions, then consolidating all data to get the final list for team members to serve them.
- Solving clients’ complaints and replying their queries relating to system.
- Being engaged in bi-weekly meeting with clients to update information about the changes and process.
- Handling all requests relating to supporting Shell team and being the SPOC of Shell team.
- Being engagedinbi-weekly meeting with core team to choose the winner of department’s prize and reporting all
the issues that need to be solved.
- Being engaging in KPI project for GBS service.
- Being in charge of taking photos for the team’s events such as: Team building, charity events, etc.
Achievements:
1. 2011: Become employees of the year, and received twoappreciation letters from clients
2. 2012: Five times receiving appreciation letters and two times becoming the TCEWinner (Total Customer
Experience) of May and November 2012
3. 2013: From Jan to May, seven timesreceiving appreciation letters from clients and one time becoming the
TCEWinner of May 2013
May 2010 – June 2011: Imm Neo Representative Office
Business Development Coordinator
Main Duties:
1. Admin:
 Managing all the stationery in the office such as Furniture, Computer, etc.
 Following up ordering newspapers for office.
 Preparing the reports for boss to report to Board of Director in Singapore
 Checking and booking the hotel in Ha Noi for Chief Representative
2. Project Management:
 Managing projects such as preparing all the documents for promoting products, inviting journalists and
finding some agents to develop and deliver products.
 Making a presentation about the Iflapp’s product in Ha Noi for Vietnam Data Center
 Representing for Iflapp product at SECC fair
 Collecting the feedback from agents and customers about the products’ quality.
 Finding customers and supplierswho would like to become agents of the products.
3. Account Management:
 Managing the rental office and house for Chief Rep

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 Managing the account of Imm Neo Rep Office and preparing document relating to finance for Board of
Director in Singapore
 Calculating overtime for driver
 Cooperating with FOSCO to increase the salary for staff (if needed)
 Re-evaluating the staff’s performance after 3 or 6 months
Achievements:Managing well the money of Imm Neo and reportingcarefully and clearly to Board of Director
22nd
Feb, 2010 –30th
Apr, 2010 Consulate General ofThe Republic ofKorea (KOTRA)
Marketing Research Executive (temporary job)
Main Duties:
- Making a phone number list of plastic companies for the exhibition
- Calling and collecting information from the Vietnamese plastic and rubber companies to invite them for
participating in the exhibition
- Supporting marketing team to organize the exhibition on March 20th
, 2010
- Working at the exhibition as the guider and interpreter to introduce to customers about Kotra’s duties and
11 Korean companies
- Using SAP to upload or update interested companies’ data to our company system
Reason for leaving:The project is done
Apr. 2009 – Dec. 2009: IBM Corporation– Vietnam Procurement Center
Procurement Officer for North America
Main Duties:
 Liaising with suppliers and requestors to check that right goods are delivered to right end user and on time.
 Interacting with Account Payable, Vendor Management Unit, and Block Invoice Team on payment issue.
 Blocking, cancelling and altering Purchasing OrdersuponIBMprocurement Bluebook guidelines.
 Regularly reviewing contracts (for Custom Sourcing Team) to ensure allsections are kept updated and
frequently amended as required
 Liaising with suppliers to collect quotation and other documentation wheneverrequired.
 Liaising with the Tax Team to make sure if the Purchase Orders should be taxable or not.
Reason for leaving:The VPC (Vietnam Procurement Center) has been dissolved.
Achievement:After three-month working, I was assigned to directlywork with 4 main suppliers.
EDUCATIONAL BACKGROUND
 B.B.A.,Ho Chi Minh University of Foreign Language and Information Technology,
Major: International Business Administration
Period: 2003 – 2007

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Achievements: May 2007, becoming one of fourteenth students who was chosen to do research report related to
Recruitment and Selection process and got 9.38 marks for my research report.
 Diploma (Grade 12 – Academic): Bui ThiXuan High School, Ho Chi Minh City, Period: 2000-2003.
SKILLS
 Fluency in English
 Managing time
 Good presentation skill
 Know how to use SAP
 Problem Solving Skill
 Adaptability
 Time Management Skill
 Team work skill