Adrian Lua Email & Phone Number

Wp. Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

>>> Assisted Digital Marketing Consultants across 3 regions with accurate further troubleshooting of M&A cases within a TRT of 20 minutes, averaging 11 cases per week.>>> Acted as an intermediate between the Digital Marketing Consultants and L2 (Googler) team when it came to case escalations, ensuring that the SLA metric for the Digital Marketing Consultants is met while making sure that they got assistance when necessary (e.g. lacking tools or resource access).>>> Collaborated with the Quality Assurance team during the deep-dive process involving cases from the Operations team that were impacted by customer dissatisfaction, particularly to validate if the source of the customer dissatisfaction was due to product knowledge or WF gap, and provided recommendations and feedback when necessary.>>> Liaised with representatives from the Vendor Management Office (VMO) for WF updates and product knowledge management via weekly announcement newsletter updates, or in-person monthly training sessions.>>> Conducted a total of 12 training sessions about M&A topics in 2023, with more sessions planned on a monthly basis for 2024, ensuring that the Digital Marketing Consultants do not receive customer dissatisfaction due to lack of product knowledge.>>> Shared product and WF feedback with the VMOs every week to improve client experience with the Google Ads ecosystem, leading to an increased likelihood of client satisfaction.>>> Reviewed urgent offline cases escalation emails from Operation Team Leads to provide recommendations on the next actions within 4 hours from email submission, topics include but were not limited to billing requests, WF clarifications, and product feedback.

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

• Responsible for the monitoring of daily fail rates as well as providing technical support via Salesforce platform for over 6000 restaurant vendors to ensure a smooth and continuous operation.• Reduced the vendor fail rate from a 4.3% weekly average to a 1.9% weekly average within the span of 3 months via dynamic scheduling of menu items and removal of underperforming vendors from the platform.• Assisted with distribution of 10,000 units of Sunmi V2 across Peninsular and East Malaysia as part of a device upgrade initiative.

London, England, United Kingdom

• Arranged performances for 7-high profile clients ranging from Bank of England and Hampstead Museum, netting a profit of £1,100.• Assisted the training of 23 junior members, all without prior experience in lion dance itself, to perform in front of 1,200 audience over 2 days for the Imperial College Malaysian Society flagship event, Malaysian Night.• Typed out over 20 unique weekly newsletters on the MailChimp platform for over 50 members with an 87% open rate.• Tabled the AGM where an overview of the society’s annual financials was presented and election for the upcoming committee board members was held.