Foreign Trade University HCMC

1. ZALO HOME & CAR| ZALO Senior Product Operations Executive ( August 2019 - January 2023)

- Zalo Home & Car is a digital product for real-estate marketplace in Zalo app. As the responsible party for holistic product operations, my main focus was on ensuring a premium user experience. I collaborated with stakeholders to implement processes and campaigns within the timeline and budget. Here are some of the details of my contributions:

-  Being a key factor connecting sellers and platform, listened to sellers' voice then found the win-win solutions. Details:

   + Developed the Listing Review Project, which involved designing, testing, implementing, and continuously improving the review system to control listing quality. This project contributed crucially to the users'experience on the platform.

  + Recruited and led a 10-member listing review team, achieving the goal of reducing lead time from 6 hours to under 15 minutes. This essentially helped to improve the seller's onboarding experience. Developed, implemented, and continuously improved comprehensive documentation from the early stage of the product in order to establish a standard for user behavior on the platform. This includes complaint handling processes, listing requirements, seller policies, and listing review processes...

+  Listened deeply to users and worked closely with the Product, Marketing, and other stakeholders to optimize the seller journey based on data analysis and user surveys. This resulted in a 127% increase in new users in Q4 2022.

+ Managed seller service channels to resolve user issues and ensure fast and accurate responses to 100% of inquiries per day, contributing to increase seller retention rate.

2. DIANA UNICHARM JSC. Customer Experience Executive ( September 2016 - July 2019)

- Customer Experience Executive Responsible for ensuring a positive consumer experience while using the product. Key KPIs include Customer Satisfaction Score and Inquiries Solve Rate. Key achievement was creating a customer service standard manual for staff. Details:

+ Managed customer experiences across online and offline channels to enhance customer satisfaction and loyalty.

+ Ensured that the Customer Service team is provided with the latest information on promotion campaigns from the

+ Marketing Department. Sub-duty: Designed an internal newsletter to enhance employee engagement and update them on activities.

3. UBER VIETNAM Partner Support Staff ( August 2015 - August 2016)

 - Responsible for onboarding drivers and handling inquiries from user feedback channels; key KPIs are SLA and CSAT score.

+ Proceed with onboarding for new drivers.

+ Handled inquires from drivers/riders regarding payment, riding issues, fraud, with advice from the team lead.

4. Mom and Baby Shop Sales Admin (2017 - 2018) 

- Responsible for the sales process, inventory management, and listing products on the e-commerce platform. Grew revenue by 300% compared to 2016 thanks to the launch of sales campaigns.

- Conducted online marketing on fan pages and websites.

5. Baby Toys Store - Kidscenter.vn ( March 2015 - July 2015)

- Managed invetory, worked with supplier for new orders.

- Reported weekly financial situation to manager Responsible for Customer Service Sales Admin