Lead a team to manage thousands of daily BPO supply for hundreds of stations of SOCs & hubs across Vietnam

Lead a team of hundred of FTE & thousands of drivers doing parcels daily pick-up from sellers to sorting center in >10 states across the country

Manage end-to-end performance of orders fulfillment by Shopee: on-time delivery, on-time inbound, fulfillment rate ...

Lead a team of ~100 members across 16 cities for Drivers operations management, including Drivers Training, Drivers Community, Drivers Support, Drivers Assignment.+ Partner with BI team to develop strategic Drivers model, fitting with growth & cost target+ Handle on-going Delivery Operations tactics & budgeting to keep competitive Driver Income & User Delivery cost+ Own business requirement for product pipeline of Driver tool & internal Driver management features+ Develop & Keep up a healthy Driver community & attractive welfare program, constantly improve Drivers experience, resolve crisis/potential crisis

Led a team >100 members in multiple cities with an extension of ~200 BPO headcounts, including: Call Center, Order Processing, Customers Experience & Fraud, aiming for Resource Optimisation, Users Satisfaction & Cost Efficiency:+ Built & Upgraded operations process & product feature requirement to optimise resources & fit in with the emerging needs of Vietnamese Users+ Optimised & ensured sufficient resources through volatile demand+ Developed new capability with selected & adjusted market best practices to fit in with the concurrent state of Food Delivery service in Vietnam

Initiated & Led projects to optimise Operations Resources & improve Customers Experience, focusing on automation & elimination of bad CX orders

Set-up, launch and grew the first Service Category among all Vietnam ecommerce platforms with instant purchase delivery in: mobile top-up, gaming download, F&B vouchers, travel package.

Managed an annual spending up to ~7mil USD in various spend pools: PR & Event, Celebrity, Brand activation, In-store shopper marketing, Outsourced Labour, Transportation, Promotion Gifts, HR services, Plant Maintenance and Repair Services...

Prepared site capacity for new pant diaper production line setup