• Create ad copies each month for 3 different brands based on current programs and campaigns.• Analyze and optimize ad copies and creatives based on performance.• Research and update new audience target for customer acquisition.• Approach and negotiate with big Youtubers (> 1M subscribers) for affiliation.

• Provide and update macros based on unique customer inquiries to be used by Customer Support Staff, resulting in 50% decrease of first reply time.• Analyze and revise Customer Support workflow and policy, increasing customer's satisfaction by 5%.• Oversee blog articles creation and edit blog articles, resulting in 10% increase of weekly blog article output.

• Managing post stay reviews from direct guests and from 3 different OTAs (managed to clear backlog by 80% in 7 months).• Analyzing bad NPS ratings and negotiating further actions to be taken in different situations.• Working with various departments and providing feedback which contributes to ZEN Rooms properties’ improvement.• Defining various compensations (voucher codes, refund, free night) in response to guest’s bad experiences, along with terms and conditions on which situation it can be applied.• Creating different kinds of review templates to share ZEN Rooms’ branding message and to shorten the review handling process.• Assessing Customer Service's performance based on the given KPI and giving back feedback for performance improvement.

• Handling customer complains on the spot, escalated the issue to different departments to ensure quick action.• Managing day to day cashier operations (provided tools, cash, bags, trouble-shoot error in system).• Delivering daily reports on revenue.• Ensuring the SOP is well implemented by on the ground staff.

• Providing tailored lessons for different students (TOEFL preparations, conversational English, etc).

• Translating various documents (business, communication, scientific, etc).• Editing and proofreading documents.