Supporting organizations in strengthening customer experience and service capability
With more than 25 years of experience in service, customer care, and frontline team management, Hang brings extensive practical expertise from the aviation industry — an environment where service standards, customer experience, and frontline capability are critical to operational excellence.
She spent more than 21 years with Vietnam Airlines, where her experience included managing a team of over 700 cabin crew members. She later served as Deputy Director of Human Resources and Head of Cabin Crew at Pacific Airlines, managing a cabin crew workforce of more than 400 people.
Her experience expanded into healthcare when she served as Director of Customer Care at Tam Anh General Hospital, contributing to the development of its customer care system and managing a workforce of more than 450 employees. She is also involved in teaching, applied science, and innovation activities at the Vietnam Aviation Academy.
Her key strength lies in translating service standards into practical systems, behaviors, and capabilities across frontline teams. Her experience across aviation, healthcare, and education enables her to approach customer experience through the connection between service standards, people capability, and the quality of customer interactions.
At GCP, Hang works with businesses and organizations to strengthen service standards, develop frontline capabilities, and improve customer experiences in ways that reflect each organization’s operational context.
Key Areas of Expertise
Customer Experience • Customer Care • Service Standards • Service Capability Development • Frontline Team Management • People Development • Aviation Service Excellence
