Assistant Manager - Business Analyst (Lotte Mart Online)

• Dec 2021 - Present

Project Highlights: • Played a key role in developing and launching new online retail apps, driving a significant 20% increase in orders and a notable 15% rise in overall sales within the first two months of release. - Collaborated with 3rd party companies to build data centers, implementing live dashboards and reports for streamlined decision-making. Reduced decision-making time by 30%. - Optimized apps' workflow in collaboration with Ops team, conducting rigorous testing for a seamless user experience. Achieved a 1-hour reduction in delivery time through improved picking flow and efficient automation. • New Store Openings in Vinh and Hanoi (ZettaPlex) - Contributed to new store openings in Vinh and Ha Noi, expanding market presence. Preparing for centralized Online center implementation, consolidating Ha Noi stores. - Analyzed and Implemented detailed P&L and workflow for smooth transition and streamlined operations, closely monitoring sales performance, and identifying areas for improvement. - Made data-driven decisions to ensure effective control, profit, and informed strategic actions. (Sales, Orders, Skus, Items sold, …) • Organizing and utilizing the current Online Data: - Organized and optimized the database, creating a comprehensive data dictionary. - Revamped data visualization and reporting systems for online teams. Developed 100- user-friendly dashboards and reports in Power BI, empowering team members. - Currently transitioning from Power BI to Tableau as part of a global initiative. Collaborating with the global IT team for streamlined operations. Conducting monthly and yearly in-depth analysis to formulate precise targets for daily sales, utilizing trend analysis and leveraging historical data to drive optimal performance and strategic decision-making. Collaborated with Finance team for monthly and yearly P&L reports, optimizing profitability and cost control. Implemented measures for financial success. Show less

Data Analyst

• Nov 2021 - Dec 2021

Senior Customer Service Analyst cum Acting CS Frontline Supervisor

• Nov 2019 - Nov 2021

• Resolve issues, improve customer interaction, ensure proper business continuity coverage, and implement quality assurance processes for Frontline Team members.• Maintaining a 98% Service Level before the Covid-19 and a less-than-3% abandoned rate was achieved by regularly evaluating system performance, managing process changes, as well as developing and implementing an appropriate personnel strategy.• Initiated strategic goals and initiatives on the basis of an 87% CSAT result in order to attain high standards and establish Customer Service as a competitive advantage and differentiator for the business and help reduce compensation before and during the Covid epidemic.• Managed and applied analytical methodologies to model CS datasets in order to uncover trends and insights that will aid in making decisions and maintaining or improving performance.• Workforce Management: Predicting call arrival trends, missed calls, chats, cases created, length of closing cases, and compensation management to avoid overstaffing.• Developed measurement reports/dashboards to track the performance of CS Agents and Call center.• Created dashboard and daily reports for country management. Show less

Senior Customer Service Executive

• Apr 2019 - Nov 2019

• Supported Customer Service Managers and Supervisors on a daily basis in order to sustain performance and KPIs.• For the Customer Service Department, I assisted with the creation of raw datasets and reports on the Salesforce platform.• Assisted the Customer Service Manager in establishing customer experience initiatives by deploying several lines of contact such as phone, email, Salesforce, and social media chat, as well as working directly with the IT team to improve additional functionalities. Show less

CS Fulfillment Specialist - CS Key Account

• Apr 2018 - Apr 2019

• Managing a project that provides outstanding service to Fulfillment Customers and B2B Customers: - Managed fulfillment process and performance: stock management, inbound-outbound-return process, PO and SO booking - Daily/Weekly/Monthly performance analysis and reporting to track business performance, identify risks, reduce costs, and uncover new business prospects. - Ensured that logistics performance for pick-up and last-mile delivery is consistently above 90%.

Customer Service Executive

• Dec 2017 - Mar 2018

• Answer the telephone following the DHL policy• Interact with customers to respond to inquiries about products and services and resolve customer problems/issues. Complete adjustments and provide customer education in the shipping portal.• Interact with sales, merchants, and operations to resolve mail hold issues• Support SME merchants on making daily reports to notice failure shipments, reasons why their shipments cannot be delivered or returned, COD amount, history of each load through timestamps• Provide complete services on Claim and Compensation for merchants with delayed, wrong status, damaged, and lost shipments• Respond to all customer queries in a timely and comprehensive manner, keeping Customer-first ethos.• Fulfilment Specialist Show less

Customer Service Support Representative

• Aug 2016 - Dec 2017

• In order to meet the organization's aims and objectives, end-to-end tracing services were provided to consumers and the network in accordance with global and regional service standards and practices. • In order to meet the organization's aims and objectives, end-to-end tracing services were provided to consumers and the network in accordance with global and regional service standards and practices.

Finance Accounting Intern

• Jan 2016 - May 2016

• Perform general accounting tasks and secretarial duties - Establish and maintain a range of basic databases and records systems - Prepare dataset for financial statements - Maintain all office systems in accordance to the prescribed standards in order to ensure smooth functioning at all times - Assist and support accounting areas as needed • Perform general accounting tasks and secretarial duties - Establish and maintain a range of basic databases and records systems - Prepare dataset for financial statements - Maintain all office systems in accordance to the prescribed standards in order to ensure smooth functioning at all times - Assist and support accounting areas as needed