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Clarity

Nhi Hong

Ho Chi Minh, Vietnam

Helped reduce ticket backlog by 40% and raised ops efficiency by 26%. Cut CS cost by 70% while maintaining 98% CSAT.
Specialist in simplifying workflows, scaling operations, and aligning teams for growth.
Backed by hands-on results and industry experience.

$3.33/min

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Project Management Customer Experience Process Improvement Customer Engagement Process Optimization Customer Service Operations Cost Reduction

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Improving Your Operations Efficiency, Process-Based Scaling

Project Title:
Inbound Shipment Optimization and Customs Coordination for Cross-Border Logistics
Project Summary:
Problem:
The client managed 400–500 daily inbound shipments, 80% requiring customs clearance with complex documentation. Delays of over 2 days were common, leading to high warehouse fees, missed SLAs, compensation payouts, and a surge in customer complaints.
Actions:
We analyzed shipment data, conducted focus groups and 1:1 interviews, and observed operations at Customs Gateways and with customs agencies. We reviewed internal processes (e.g., booking, clearance) and customer-facing materials (e.g., website, apps, sales decks). Key findings revealed outdated customs regulation updates between Vietnam and overseas offices.
We hosted a workshop to educate overseas teams on Vietnam’s updated import regulations, aligned on a new SOP to properly classify and prepare regulated shipments, and established a dedicated gateway team to liaise with customs and proactively notify clients. We also launched an automated arrival notice system to inform clients 3 days in advance, reducing manual workload.
Results:
Shipment backlog was reduced by 40%, and operational efficiency increased by 26% across inbound and outbound flows.

Customer Service Operations - Post M&A

Project Title:
Customer Service Compensation Policy Optimization Post-M&A (Lean 6 Sigma)
Project Summary:
Problem:
After an M&A, the client faced high compensation costs (~$16.5K/month) from an automated voucher policy triggered by 1-star app ratings. Despite compensation, customer satisfaction was low, and staff workload was high.
Actions:
Research showed 60% of vouchers went unredeemed and customers still gave low ratings. We learned customers preferred personal interaction and problem-solving over automated vouchers. We piloted a new process: customer service reps proactively called customers with 1-star ratings to listen and resolve issues, followed by a satisfaction survey. This human touch improved the experience, made customers feel heard, and generated actionable feedback to enhance order flow and service quality, boosting repeat sales.
Results:
The pilot’s success led to full adoption, cutting compensation costs by 70% (~$16.5K/month) while maintaining a 98% customer satisfaction score (CSAT).

Customer Service Operations Excellence

Project Title:
Operational Efficiency Improvement through Contact Reduction and Self-Service Optimization
Project Summary:
Problem:
The client faced repeated inbound contacts for the same issues within 30 days, causing high rework across customer service and other teams. This led to low customer satisfaction, increased escalation tickets, and significant workload and time costs. Additionally, self-service channels were underutilized.
Actions:
We analyzed support tickets and conducted research via focus groups and 1:1 interviews to identify root causes. Based on these insights, we prioritized initiatives by impact and implemented process changes along with feature updates. We also enhanced self-service channels to empower customers with real-time support at their own pace.
Results:
Operational efficiency improved, reducing inbound contacts per order by 3.8%, saving approximately $26K per month.

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Member since May 2025