Freelance English tutor specialized in English for CS and Sales

*Project background in brief:Shopee is temporarily winning over their competitors in setting up a powerful platform where Buyers can be Sellers and vice versa. The result of its edging winning is the quick E-commerce market shares expansion acquired from domestic competitors. Taking that advantage, Shopee VN recently has successfully called up thousands of overseas Sellers to make their products go live on http://shopee.vn. However, the language barrier was something need to be resolved effectively to shorten the gap between overseas Sellers and Buyers. In that context, Shopee VN decided to form a functional in-house team to take care of those Sellers together with recruiting a BPO to support chatting to Buyers on Sellers' behalf where VietmySSU has been handling the allocated shops and aligning with in-house team to support end-customer (Buyer) for few months time. - Co-manage a mid-size team up to 80 agents. - Find the best way to manually distribute thousands of shop to 40-80 agents. - Support producing out quality translations of given documents across projects of the company. - Work with QA to draw out processes to create visualized SOP diagrams following inhouse’s updates.- Work on Raw data to map out what are musts to improve agents’ performance. - Ensure sub-KPI (Seller Performance) meet SLA (Customer Satisfaction among four indicators). - Contribute idea/plan/any form of suggestion to the in-house team to improve/build the project with better outcome gradually by time. - Coordinate with in-house team to resolve order or non-order related inquiries such as product/shipping/general info (Pre-sales), problems with orders (Post-sales). Achievements: KPI of the team linear close to SLA. Response rate of >3000 shops in average reaches 80%.

Manage English team (Lazada Hotline), received a lot of endorsements from foreign customers