Van Ly Email & Phone Number

Ho Chi Minh City, Vietnam

Diagnosed and troubleshoot problems of e-commerce platform / application, logistics system and warehouse management system.Escalated unresolved issues for L2 support to appropriate internal teams.Followed up backlog tickets to ensure reported issues are permanently solved.Worked closely with Alibaba / Cainiao technicians to improve support quality and reduce recurring issues. Hosted live stream sharing sessions for both Tech side and Business side in EN and CN language.Prepared visualized reports and dashboard to monitor and analyze changes in ticket volume, which helped to increase the number of tickets processed on time by 5%, decreased ticket average processing time by 4 hours.Created and delivered SOPs and documentation to internal customers.

Hochiminh City

Analyzed and resolved e-procurement platform users' issues via ticket management system.Monitored failed to automatically release purchase orders and ensures the problem is fixed within SLAs.Managed and maintained supplier data via front-end web tools and back-end SAP systems.Collaborated effectively with internal stakeholders (category experts, end users, technical teams...) and external stakeholders (suppliers, platform providers) to support purchasing and business needs.Prepared weekly meeting minutes, hosted knowledge sharing workshops between cross-functional teams.Identified and implemented purchasing process improvements to increase efficiency and accuracy.

Vietnam

Managed internal financial reports, inventory and recruitment.Organized meetings, company's domestic and oversea exhibitions (in China, Malaysia, Thailand and India).Handled customers' purchase orders and arranging delivery schedule.Coordinated logistics operations of forwarders to secure accuracy and efficiency.Followed up and completed payment procedures for suppliers and customers.Supervised local service engineers to ensure high performance. Interpreted and translated Vietnamese - English – Chinese.