Ms. Le Hoang Yen

Contact at ask@pansglobal.com

Working Experience

• With over 15 years in Staff Training & Development and over 5 years in management level
• Sept 2011 until now: Head of Representative Office – Vietsing Medical JSC
• March 2010 – August 2011: Head of Human Resources – Thanh Cong Securities JSC
• Feb 2009 – Jan 2010: Staff Learning & Development Manager – AIA Assurance Viet Nam
• May 2008 – Jan 2009: Staff Training & Development Manager – Vincom Securities JSC
• August 2011 – May 2008: Staff Training & Development Officer – Prudential Assurance Viet Nam

Education & Qualifications

• University of Pedagogy, HCMC- Bachelor of English
• 2008-up to the present: Being Freelancer for SPECTRA (Singapore Professional Education Consultancy and Training)
• 2014: Visiting Surgeons Program (VSP) at University Santo Tomas Hospital – In the Philippines
• 2012: Regional Training Program, Smith & Nephew (USA) – In Thailand
• 2009: Certificate – The Coaching Clinic Developing People For Success – AIA Regional Training Program – In Hong Kong
• 2009: Certificate – Leadership Resilience Winning In Challenge Times – ITD – In HCMC
• 2009: Certificate – Management Teambuilding – AIA – In Malaysia
• 2005: Certificate – Leadership Skills for Managers & Supervisors – G&H – In HCMC
• 2005: Certificate – Practical Techniques to measure the results of training – G&H – In HCMC
• 2004: Certificate – Customer Relationship Management People Skills & Service Skills – TD&T – In HCMC
• 2004: Certificate – Training Needs Analysis – SMART HR – In HCMC
• 2004: Certificate – Leading Continuous Improvement & Analytical Thinking and Problem Solving – Prudential Regional Training Program, DDI – In Thailand
• 2003: Certificate – Train The Trainer – SMART HR – In HCMC
• 2002: Certificate – Negotiation Skills – Apollo – In HCMC
• 2002: Certificate – On The Job Training Skills – Apollo – In HCMC
• 2001: Certificate – Appraisal Interviewing Skills – Apollo – In HCMC
• 2001: Certificate – Office Skills – BCC – In HCMC
• 2001: Certificate – Giving Effective Presentation – North Anglia – In HCMC
• 2001: Certificate – Awareness Before Change – Prudential Vietnam – In HCMC
• 2001: Certificate – Human Resources Management – Vietnam Chamber Of Commerce and Industry College – In HCMC

Specialized Core Competencies  

 Orientation Programs:

• New Employee Orientation
• Code of Conduct.
• Performance Management

Customer Service Programs:

• Customer Service Mindset
• Managing Customer Relationship
• Effective Customer Service and Care
• Selling Skills

• Professional Customer Service for Receptionist
• Effective Telephone Techniques
• Customer Complaint Handling
• Listening skill
• Stress Management
• Emotional Intelligence
• Taking action for continuous improvement

Leadership Programs:

• Managing Team Effectiveness-Team Development
• Motivating staff
• Delegating staff
• Managing Individual Effectiveness-Coaching & Feedback
• Managing Conflict for Positive Result
• Deal with different personalities
• Effective Presentation Skill
• Assertiveness Communication Skill
• Supervisory skills
• Train-The Trainer for on the job training

Outdoors Team Building Programs:

• Building Positive Working Relationship
• Teamwork Activities
• Adversity Quotient
• Change Management
• Positive Thinking Attitude
• Trust & Respect

In-house Training programs delivered to other industries 

• 2015: “Communication skill” (2 courses in Hue & HCM)
• 2015: “Trust & Respect” sharing session (16 courses in My Tho)
• 2014: “Effective Customer Service”
• 2014: “Internal Customer Service Mindset”
• 2014: “Teamwork skill” workshop
• 2014: “Trust & Respect” sharing session (27 courses in HCM) 2014: “Communication with Internal Customers”
• 2013: “Trust & Respect” sharing session (21 courses in HCM)
• 2013: Effective Communication
• 2013: Emotional Intelligence (EI) & Time Management Programs
• 2012: English MC for The Gala of The International, HCMC Pediatric and Congenital Heart Disease

Society

• 2012: Customer Service Mindset
• 2011: Effective Communication
• 2011: Team building (in Da Nang)
• 2011: Effective Selling skills (in Hanoi)
• 2010: Coaching skills
• 2010: Influencing skills
• 2010: Motivation skill
• 2010: Customer Service (03 courses in HCM & Hanoi)
• 2009: Customer Service
• 2008: Managing Customer Relationship (04 courses in HCM, Hanoi, Haiphong & Buon Me Thuoc)
• 2007-2008: Customer Service
• 2007: Leadership Teambuilding (3 courses)