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Fiverr Pro
English
$
USD
Lia Pham
@liapham
Virtual Assistant
Vietnam
Vietnamese, English
About me
Hi, I'm Minh Thu — a bilingual (Vietnamese/English) professional in Vietnam with 5+ years managing relationships, resolving issues fast, and keeping things on track. Master's in International Hotel Business Management.
I help with:
🔹 Supplier & factory communication in Vietnam
🔹 Vietnamese customer & VIP relationship support
🔹 Local expertise in Hue City & Vietnam — research, travel, on-the-ground help
95% CSAT, 100% client retention in my hospitality career. I respond within 3 hours. Have something that doesn't quite fit a category? Message me.
Skills
Lia Pham
Offline •
See my services
Procurement & Vendor Management
I will be your vietnamese liaison for factory communication and order coordination
Customer Success
I will manage your vietnamese customer relationships and VIP client communication
Work experience
Study Abroad Consultant (Remote Customer Advisory, Part-time/Freelance)
Swiss Private International
Jul 2022 - Jul 2026 • 4 yrs
- Advised and managed a pipeline of 4+ prospective students remotely from first inquiry through enrollment decision, maintaining a 100% response rate within 3 hours. - Provided ongoing follow-up support to students and families throughout the application journey, achieving a 100% satisfaction rate. - Guided customers through program selection and documentation, translating complex requirements into clear, simple steps, supporting 14+ successful placements. - Delivered this remote advisory work consistently alongside full-time roles across 2 time zones, demonstrating strong time management and reliability in a distributed, asynchronous setting.
Restaurant Manager (Client Relationship & Account Management Focus)
Marriott International
Jul 2023 - Jun 2026 • 2 yrs 11 mos
- Owned ongoing relationships with a portfolio of 11 VIP and repeat customers, acting as primary point of contact and achieving a 100% customer retention rate. - Manage private events of 10 - 30 guests for VIP guests every month. - Onboarded new and returning customers to premium services, identifying preferences and needs to recommend the right offering, contributing to a 30% increase in upsell revenue. - Resolved an average of 6 customer issues and complaints per week, maintaining a 95% satisfaction (CSAT) score and reducing repeat complaints by 100%. - Partnered with cross-functional teams (kitchen, operations, management) to ensure a consistent, seamless customer experience across 30 average covers per shift. - Tracked customer feedback, reservations, and account activity in TableCheck, using findings to drive process improvements. - Coached and supported a team of 10, improving service consistency and customer-facing performance, contributing to a 15% improvement in customer satisfaction scores (from 83% to 95%).
Food and Beverage Management Program
IHG Hotels & Resorts
Feb 2022 - Feb 2023 • 1 yr
- Completed an international management training program spanning 3 business units and customer touchpoints. - Coordinated daily operations across departments to maintain a consistent, high-quality customer experience for 60+ guests per day. - Trained 4 new employees on customer service standards and operating procedures. - Supported reporting and continuous improvement initiatives, contributing to 20% improvement in service quality metrics.
