Quality processes and procedures implemented
Quality & Business Intelligence Specialist
Quality processes, complaint analysis, and corrective action.
I manage customer complaints, identify trends, coordinate cross-functional root-cause investigations, implement corrective actions, and design Quality reports for leadership.
King of Prussia, PA
Operational impact
Improvement in investigation efficiency
Reduction in FLAVIA complaints in 2025
01 / Selected work
Systems that make Quality work clearer and faster.
Each case moves from Situation to Task, Action, and Result—showing the problem, responsibility, work, and measurable impact.
Case 01 / Quality process design
Building a systematic root-cause investigation process
Created and implemented four processes and procedures across office coffee and retail products.
Result / 50% more efficient investigations.
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Case 02 / Corrective action
Showing whether corrective actions were working
Connected monthly trends to corrective actions so the team could verify sustained improvement.
Result / Near-complete elimination of monthly issues across both classifications.
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Case 03 / Power BI
One actionable view from fragmented complaint data
Modeled and consolidated nine complaint categories into an interactive Power BI decision tool.
Result / Faster investigation and a shared cross-market view.
Read case study ↗Case 04 / Quality intelligence
Turning complaint data into a clear quality story
Reworked the year-over-year FLAVIA quality review so leaders could see progress, emerging risks, and the next investigation priority.
Result / Supported corrective actions that reduced FLAVIA complaints by more than 80% in 2025.
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02 / How I work
Analysis is only useful when people can act on it.
Start with the operational question, then isolate the trends and exceptions that matter.
Design reports around the audience so insight is immediate—even for non-technical stakeholders.
Track actions, monitor effectiveness, and surface bottlenecks until improvement is sustained.
03 / Experience
Quality expertise with a business lens.
Lavazza North America
Food & Promo Quality Specialist
Manage customer complaints and detect weekly and monthly trends. Coordinate Customer Service, Operations, Production, Logistics, and Quality to investigate root causes, implement corrective actions, and respond to customer concerns. Create Quality processes, Business Intelligence reports, and monthly leadership updates that improve consistency, visibility, and decision-making.
Lavazza North America
Quality Lab Associate
Performed product-quality testing and delivered qualification reports using multiple testing techniques.
Phuc Thinh Sticking Plaster Production Company
Business Manager
Managed inventory and replenishment, monitored supplier KPIs, and translated customer quality feedback into continuous-improvement plans.
Certification
Six Sigma Green Belt
August 2025
Education
Bachelor of Accounting
The Banking University of Ho Chi Minh · 2018
Toolset
Power BI · Excel · SharePoint · SAP CRM · QDA · Cockpit · QSW
04 / Let’s connect
Improve Quality processes and manage product quality more effectively.
King of Prussia, Pennsylvania