Hoang Lan

Right after graduating from university, I applied to Viettel Group for a Sales Executive position. However, after one month of probation, I realized it was not the right fit for me. When the Regional Director asked, “Which role do you think suits you better?”, I honestly shared that I saw myself in Customer Care. That moment marked the beginning of my journey in this field.

I started working in Customer Care in 2008, immediately after graduation. Over the next 11 years, I served as Customer Care Director at three major telecommunications operators across Mozambique, Burundi, and Myanmar. These roles gave me diverse international exposure, invaluable cultural insights, and a solid foundation in customer service management.

Since 2018, I have been exploring and studying Customer Experience (CX) more deeply. Currently, I lead the Customer Experience and Care Department at Viettel Customer Service Company, a subsidiary of Viettel Group.

Many people have told me that “the profession chooses the person,” and that I am naturally suited for this work - and I feel the same. As someone who enjoys listening, sharing, and creating, I find in the CX field everything I look for in a career: passion, purpose, and challenge.

Today, my company is responsible for consulting and elevating customer experience for both Viettel’s internal units and large enterprises outside the group. This motivates me to further strengthen my expertise, continue developing professionally, and refine my capabilities to meet the expectations of a CX specialist. I also hope to expand my professional network to learn and exchange knowledge with other CX experts around the world.

I truly believe that the CCXP certification is the right place for me to achieve these goals.