Thanh Hoang Nguyen
Heerhugowaard
Summary
Started my journey within Impact Management at Customer Care developing leadership during high impacted incidents and strong communication towards customers and stakeholders.
A good start for the next step towards being a Major Incident Manager at VodafoneZiggo, adept in incident management and stakeholder communication, significantly exceeding key performance indicators. Expert in emergency response and teamwork,
Overview
6
6
years of professional experience
Work History
Major Incident Manager
VodafoneZiggo
12.2020 - Current
- Responsible for leading and facilitating the major incident process leading to quicker resolution.
- Single point of contact for all parties involved in High and Critical incidents.
- Providing clear and timely communication to stakeholders.
- Contributed to the overall success of the organization by consistently meeting or exceeding key performance indicators related to major incident management.
- Actively participate in post-incident reviews, sharing lessons learned and driving continuous improvements in response protocols.
- working in 24/7 environment in shifts.
Senior Customer Impact Specialist
VodafoneZiggo
08.2018 - 12.2020
- Centrally monitoring the real-time performance of internal and external call centers and taking targeted actions to reduce deviations from the forecast (workload) and occupancy (workforce)
- Provides communication to Customer Care management in the event of (major) incidents
- Project coordinator Impact Management. Representing Impact Management in projects such as Next, Gigabit, ADTv2, Bright etc.
- Point of contact for Impact Management colleagues to discuss how to approach incidents and handle escalations.
Education
No Degree - Lean Management Green Belt
Lean Management Institute
04-2020
Certificate - Workforce Management Customer Services
Workforce Management Training Hanson
Vleuten05-2011
Skills
- Incident management
- Emergency response
- Stakeholder management
- Reliability
- Analytical thinking
- Teamwork and collaboration
- SLA management
Languages
Vietnamese
Native language
Dutch
Proficient
C2
English
Advanced
C1
Timeline
Major Incident Manager
VodafoneZiggo
12.2020 - Current
Senior Customer Impact Specialist
VodafoneZiggo
08.2018 - 12.2020
No Degree - Lean Management Green Belt
Lean Management Institute
Certificate - Workforce Management Customer Services
Workforce Management Training Hanson
Similar Profiles
Himanshu SuratwalaHimanshu Suratwala
Senior Solution Architect, IT Consultant at VodafoneZiggoSenior Solution Architect, IT Consultant at VodafoneZiggo
Mike De KokMike De Kok
Product Owner Developer Experience at VodafoneZiggoProduct Owner Developer Experience at VodafoneZiggo
PAVITHRA BABUPAVITHRA BABU
Master data management specialist at VODAFONEZIGGOMaster data management specialist at VODAFONEZIGGO