Sai Gon University (SGU)
Bachelor of OFFICE ADMINISTRATOR Cumulative GPA out of 4 got 3.10

Qualify Management (Driver Operations) LALAMOVE VIETNAM

Responsibilities and Duties

Develop and implement the Quality strategy, policies, processes, standards, and T&C for the Driver Operations including 2W & 4W;
Receive from CRM system, mail, group chat, and handling cases that are L3, L2 tickets about fraud, wrong process, late time, rude behavior, and so on of drivers;
Investigate and find evidence specific to each case from that making handling conclusions to the driver by call or face-to-face at the office;
Reconcile charges in cases of fraud (COD, ride costs) that have been processed and cross-check charges from related teams to support as well as penalize driver-partners;
Report daily statistics reports for each driver subsidy item after cross-checking for the Finance team; Plan treatment and build the terms and conditions for high
violations in each specific period (such as fraud cash out, fraud intercity, fraud coupon);
Report violation status and quality of driver performance and provide solutions to prevent coordination with relevant departments;
Propose adjustment on treatment in compliance with company policy and focus on specifics periods;
Propose initiatives to improve internal process flow to achieve better efficiency and effectiveness;
Execute driver retention schemes and campaigns to improve driver loyalty and commitment to the platform.
Analyze and report by a dashboard that accurately illustrates the trend of driver fraud to the team leader.

Achievements

Maintained the number of violations in the set KPI (1% per total active drivers);
Got a great level (average score >=95%) in evaluation monthly.
Average total points per KPI target point got 12,94/13, getting 99,56% in the whole working time;
The best-performing staff: ticket volume, number of backlogged tickets in August and November 2022;
The best-performing staff: ticket volume, number of backlogged tickets in January, February, and March 2023.

Partner Management
GRAB EXPRESS VIETNAM

Responsibilities and Duties

Build and maintain SOP with business partners of Grab Express service;
Solving problems via ticket on CRM system, mail, and group chat from that providing immediate troubleshooting support;
Follow operational procedures and ensuring compliance with corporate partners’ activities;
Being the person in charge (PIC) for e-commerce partners (Shopee, Lazada, Sendo, Tiki);
Handle complaints and negotiations between partners and drivers;
Define and optimize standard operating procedures (SOP) for processes;
Analyze and report weekly indicators and propose solutions;
Handling transactions (COD) related to the team’s weekly, monthly
money.

Achievements

Maintained well the number of orders of business partners reaching the set KPI (~3000 orders/e-commerce partners/month);
Number of cases with receiving and processing speed reaching KPI (got 95% per total case);
Star of February in Grab Express Vietnam.

Customer service: Viettel MINH PHUC CO ., LTD

Viettel's communication services include inbound, outbound, and hotline solutions;
Respond to inquiries, complaints, and customer support about the services of Viettel;
Sales consultant of Viettel mobile services via call;
Capture customer psychology and related needs to take timely support and handling measures;
Provide Feedback about customers to Viettel;
Proactively providing customer support post-sale and maintaining relationships with current customers;
Sourcing new customer leads require data building and expanding and developing relationships to foster growth.