Conducted various research tasks (mainly interview processing, data entry and desk study reporting) for academic research projects.

• Established and maintained partnership with British Council Vietnam and IDP Education Vietnam.• Supported Excel English students’ IELTS registration process by maintaining smooth information flow betweenstudents, parents and test organizers; handling any issues related.• Structurized and continually revised a step-by-step IELTS registration procedure for test takers in order tominimize risks before and after the test.• Handled operational administrative tasks, including document filing, test taker tracking and monthly report.

• Conducted active seminars on English grammar, vocabulary and reading.• Reviewed lessons with students on a one-on-one basis.

• Qualified customer inquiries and provided booking quotations within the given price band, in line with the guiding principle in decision-making. Delivered at pace, with desirable accuracy on price quotations - averagely 350 quotations per month in the peak season.• Followed up to ensure quotations are accepted and closed.• Supported travel agents with sufficient information to follow the resort’s instructions, ensuring inclusion and transfer of customer requirements to Reservation Team alongside the (initial) customer order.• Documented, resolved, and analyzed all complaints and feedback then identified, shared, and eliminated root causes.• Prepared weekly tracking reports.

• Evaluated user experience on 63 provincial e-services portals for the report “First Review of Accessibility and User Friendliness of 63 Provincial E-Service Portals in 2023”.• Supported organizing Seminar “Bringing Citizens into the Digital Environment: Enhancing Information Delivery and Interaction Effectiveness through Local Government e-Portals”.• Developed media plans to raise public awareness about using online public services.• Conducted interviews with Vietnamese enterprise owners on public administration process.