Company: DHL Express Vietnam
Company Description: With 77,000 employees, 4,000 facilities, over 40,000 service points, DHL Express serve 2.6 million customers and transport 294 million shipments in 2013 among more than 220 countries and territories, operate the most comprehensive global express network.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Customer Service Manager of the Year
Nomination Title: Ms. Le Ngoc Anh Linh
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2020 of the nominated woman, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Briefly describe the nominated individual: history and past performance (up to 200 words):
Total 199 words used.
Ms. Le Ngoc Anh Linh joined DHL Express Vietnam as CS Project Support Supervisor in 2013 and was promoted to CS Development Manager in 2016. With her outstanding performance and strong competencies, she was recognized as Employee of the Year in 2017. In 2018, she was promoted to Customer Care & Key Account Manager. In this position, she is responsible for leading and managing the Customer Care (CC) Team to drive customer loyalty through service recovery actions, on-time, and quality resolution of service issues. She successfully received Stevie Awards for CS Manager of the Year in 2019.
Covid-19 has affected our daily operations since 2020. As a result, the total main tasks assigned to our CC Team increased significantly by 21.5% from 112,228 tasks_2020 to 136,342_2021. Although the situation improved in 2022, we are still living in a turbulent market environment with YTDAug2022 tasks increased by 10.7% vs. avg. of normal years. Despite these obstacles, Ms. Linh led CC Team consistently strives for excellence by ensuring our service continuity and maintaining all KPIs beyond target as of Aug2022. This was proven by 2021 & 2022 Stevie Winner of Back-Office Customer Service Team of the Year.
- Outline the nominee's achievements since July 1 2020 that you wish to bring to the judges' attention (up to 250 words):
Total 246 words used.
In times of uncertainty, Ms. Linh led CC Team to ensure delivering the fastest resolution in an excellent manner that shown by outstanding performances from Jul2020 to Aug2022:
- Trace resolution rate: 86% of all requests are resolved within 3 days vs. target_70%
- Complaint resolution rate: 100% resolved within 5 days vs. target_75%
- Claim resolution rate: 100% resolved within 10 days vs. target_80%
- On-Time Customer Call Back: 99% vs. target_90%
- On-Time Network response: 100% vs. target_90%
She is a role model manager for innovation. She has a strategic view and has been pivotal in many initiatives to enhance efficiency within CS Team: Improve time taken to resolve customer’s requests (Trace Exception handling); implemented Robotic Process Automation (RPA) to reduce manual handling; deployed Remote Booking (RMB) Automation, set up Auto Customer Survey (ACS) to ensure the voice of customer is addressed and preventive actions are delivered promptly from Manager in Feb2022. She received GEMBA Award in Q4.2020 for her initiative program “Reduce MCT pending emails” which supported the improvement of email response time.
She always manages to motivate, and advance her team with her caring and support. During the critical period, she organized many programs to enhance the staff’s knowledge, skill, and quality. This supported staff in staying productive and engaged even working from home. As a result, CC Quality consistently maintained at 95% vs. target of 90% from Jul2020 to Aug2022; Employee Opinion Survey (EOS) 2021 gave Active Leadership 95 points and Employee Engagement 97 points.
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the nominee's past performance (up to 250 words):
Total 252 words used. If the word count is more than 25 words over the limit, please deduct one (1) point from your score.
During the pandemic, CC Team experienced spikes of total tasks and faced many challenges due to WFH. Besides the above initiative programs, Ms. Linh proactively prepared detailed contingency plans to minimize any impacts on daily operations. She monitored closely and conducted manpower planning frequently to ensure operational efficiency and workload balancing. This motivated CC Team not only to handle high volume of tasks while maintaining excellent performance:
- Complaint resolution rate: 100% vs. 91.5%_APEC
- Claim resolution rate: 100% vs. 96.5%_APEC
- Operational Efficiency: maintained in the TOP 5 within APEC from Jul2020 to Aug2022, avg. 51.5 vs. 38.6_APEC
- Reduced continuously the outstanding requests > 5 working days from 8%_2019 to 7%_2020 and remained 6% from 2021 to YTD2022 vs. target_10%
She played a key role in deploying self-service tools that provided convenience and flexibility to customers. She also is ICCC (Insanely Customer Centric Culture) Committee member to collaborate with cross-functional monthly to act on customer’s feedback and make them successful. By many actionable strategies focused on Quality, she contributed to increasing customer satisfaction:
- Net Promoter Approach program: 77.5% customer rating satisfied for Service Recovery handled by CC in Aug22, increased by 74.4% vs. Jan22_44.4% and 15.3% vs. 2021_67.2%
- Q2.2022 ICCC tracker score of 79, which is 6 points ahead of our competition
CC Team’s dedication and excellence contributed to CS’s success - Top 1 of DHL's Global Customer Service Awards in 2020 and No.1 Vietnam Best Workplace of DHL Vietnam in June 2022.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 245 words used.
- Operational Efficiency (CS Productivity) is the total CS Volume/Activities per working day per CS Staff
- Insanely Customer Centric Culture (ICCC) Tracker: 3rd party survey – gauging customers’ opinion of DHL vs. competitors
- Net Promoter Approach Program: we contact customers and ask for a service rating. We analyze their feedback and look for ways to improve our service quality.
CS programs to enhance knowledges, skills and quality:
- NTP Day Program & NTP Efficiency Race: enable staff deep dive into knowledge and reinforce compliance in following Global CS Process for handling service recovery. All the tips and efficiency practicing in daily case handling are shared with the entire team that enhances the team skill level.
- Peer-for-progress: create a big opportunity for staff to demonstrate and improve their skills in many situations, supervised and supported by Supervisors and Managers.
- Quality Leagues Campaign: This recognition program will trigger the pride of being a Backline CSA and as a result, they provide the best quality of support services.
- Together Pushing Quality: This elevates case handling experience and reinforce the quality-concentrated mindset
- Writing in challenging situations: Lift writing skills in challenging situations to effectively respond customer’s concern/ complaint
Self-tool services to customers:
- KART Tool: an online application supporting our key customer that manages and generates shipments reports
- Digital Assistant (Chat-Bot) in CS in July 2020 which provided 24/7 access to conversational self-service for customers
- Remote Booking Collecting Country Automation: encourage customers to process (self-service) their remote booking requests via DHL e-Tools.
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