• Create strategies for omni-channel to provide always-on services• Run digitalization projects: Cloud Contact Center, Visual Automatic Response System, Web survey• In charge of CSAT/ NPS surveys and competitor analysis• Increase Customer Lifetime Value (LTV) with sales opportunities across service channels• Work with Regional and HQ to promote Samsung Accounts and Samsung Members app • Organize workshops and conferences for business partners to maintain close relationships and share best practices nationwide

• Managed KPI of Shopee Paid Ads: User LTV, User Acquisition Cost, Monthly Revenue, and Churn rate• Analyzed ads top-up and spending behaviors, top keywords by category to push ads revenue during Big Sales Campaigns periods• Managed a team of 4 to optimize ads campaigns for brands and key accounts (P&G, Unilever, Coca Cola, etc) • Worked closely with Business Development team to create ads package for sellers and partnership program • Run cross-functional projects with Cross-border and Operations teams to automate manual tasks and save BPO costs