fewer FLAVIA customer complaints
Quality & Business Intelligence Specialist
Quality Reporting, Complaint Resolution, and Cross-Functional Collaboration
King of Prussia, PA
Data clarity
Operational impact
operational reports redesigned
days in the hold-process cycle
01 / Selected work
Four showcases about my work
Each case moves from Situation to Task, Action, and Result—showing not only what I made, but how I approached the work.
Case 01 / Quality intelligence
Turning complaint data into a clear quality story
A year-over-year FLAVIA quality review that made progress, emerging risks, and priorities easy to understand.
Read case study ↘
Case 02 / Corrective action
Showing whether corrective actions were working
Read case study ↘
Case 03 / Power BI
One actionable view from fragmented complaint data
Read case study ↘02 / How I work
Analysis is only useful when people can act on it.
Find the signal
Start with the operational question, then isolate the trends and exceptions that matter.
Shape the story
Design reports around the audience so insight is immediate.
Close the loop
Track actions and monitor effectiveness until improvement is sustained.
03 / Experience
Quality expertise with a business lens.
Oct 2024 — Present
Lavazza North America
Food & Promo Quality Specialist
- Monitor customer complaints and quality data to identify recurring trends and emerging issues
- Collaborate with Quality, Operations, Logistics, Customer Care, and other departments to investigate root causes and coordinate corrective actions
- Respond to customer concerns with clear, evidence-based findings while tracking follow-up actions to support continuous improvement
- Owns data integrity, executive reporting, operational report redesign, and quality improvement coordination
Jul — Oct 2024
Lavazza North America
Quality Lab Associate
Performed product-quality testing and delivered qualification reports.
May 2015 — Dec 2022
Phuc Thinh Sticking Plaster Production Company
Business Manager
Managed inventory, monitored supplier KPIs, and translated customer feedback into 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