Responsibilities and DutiesConversion Rate:• Monitor and review contact leads from the system, and fix issues to ensure compliance with the SOP and campaign policies;• Control and ensure that telesales reach the call rule to achieve maximum conversion rates;• Analyze and provide improvement solutions when the conversion rate drops;• Manage and ensure the schedules of telesales representatives to meet the target volume and conversion rate for campaigns.Delivery Rate:• Monitor daily order data, and ensure orders are created in compliance with the system's shipping rules;• Ensure orders are exported on time, and reach the SLA, and platform/vendor rules;• Ensure the flow of mapping with the courier partners is accurate. Conduct testing when API is available with new courier partners;• Identify and resolve any potential fraud or cheating cases to mitigate revenue risks;• Coordinate with courier partners (JNT, NJV, BEST, etc.) to handle last-mile delivery issues promptly and maintain good operational performance.General Operations:• Develop and build new SOPs that align with service improvements;• Set up system integrations with partner systems the vendor wants to use in the service (Shopee, Lazada, TikTok, etc.);• Onboard and ensure vendors meet the required product conditions;• Handle any market-related issues under management.Key Achievements• Reach CR~80%, DR~75% monthly;• Case of violation/issue/risk reach <0,02% (volume with 5000-7000 orders);• Best performance staff of May 2024 with 120% target of KPIs/OKRs;

• Handling driver performance-related matters on daily basis;• Problem-solving complaints of partners (ticket L2, L3 about fraud, wrong process, late time,...of drivers) and drawing up optimize solutions;• Cross-check the Driver's subsidy and report to the finance team after statistics;• Plan treatment and build the terms and conditions for high violations in each specific period (such as fraud cash out, fraud intercity, fraud coupon);• Propose adjustment on treatment in compliance with company policy;• Propose initiatives to improve internal process flow;• Execute driver retention schemes and campaigns;• Track and monitor analysis of metrics to properly define the trend of driver fraud;• Promote qualified processes and prevent fraud;• Analyze and report the trend of driver fraud.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.

• Maintain relationships with e-commerce partners;• Problem-solving and providing immediate troubleshooting support;• Ensure compliance with corporate partner activities;• 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;• Handle transactions related to the team’s 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.

- Viettel's communication services include inbound, outbound, and hotline solutions;- Respond to inquiries, complaints, and customer support about the services of Viettel;- Capture customer psychology and related needs to take timely support and handling measures;- Provide Feedback about customers.