Dave Ganesan Email & Phone Number

Singapore

Operations, Growth & GTM Strategy, Internal Analyst, Product Specialist, Pre-sales

Singapore

- Business Insights: Analyse Corporate Sales and Customer Support data to provide insights on how to restructure and refocus corporate sales functions to maximise sales and reduce leakages.- Data Collection & Cleaning: Collect, record, translate, and then clean quantitative and qualitative data for analysis using Excel and internal company database management software.- Data & Process Analysis: Utilise Microsoft Dynamics, Excel, and internal company software to convert data into actionable insights such as correcting areas of inefficiency, discovering bugs, measuring and predicting quality of work, allocation of resources, and projection of customer trends and requirements.

Singapore

- Process Management: Identified areas of inefficiency or gaps in current across all departments relating to Customer Service Experience (Operations, Customer Support, Sales, Delivery, Technical Support etc.). Formulated new processes for previously unidentified gaps and operations. Responsible for ~39% of 7-man team output.- Project Management: Laid groundwork, planned processes for, executed, and monitored projects across multiple departments regarding new product rollouts, large-scale internal and external operational overhauls, and customer support response protocols. - Quality Control: Investigated stakeholder complaints and then analysed existing processes to find gaps (if any) or determine if the staff handling the issue made mistakes. Either improved processes or recommended coaching to staff to rectify the situation.

Singapore

• Operations: Facilitated operations across 6 departments consisting of approx. 80 people in 2 countries (Engineering, Product, Customer Support, Compliance, Operations, Finance).• Product Management: Used Scrum in bi-weekly sprints. Onboarded and integrated merchants with custom solutions. Optimized internal ops and customer support functions. Facilitated ideation and creation of new transaction methods.• Compliance: Screened and analysed clients and users for erroneous behaviour, established patterns of criminal or erroneous behaviour for analysis. Tested and analysed compliance measures, formulated improved measures and worked with other departments to support and improve compliance functions and enforce AML/TF and KYC standards and policies.• Customer Support Management: Managed a team of 14 total CS and KYC agents across 2 countries with ticket volume of up to 200 a day and up to 2000 signups per day. Monitored frontend, backend, and user-facing content to ensure consistency of info to users & frontend staff. QC for KYC and CS actions. • Quality Assurance: Performed checks and testing on internal tools and processes, 3rd party integration and implementation for web-based interfaces, SDKs, and mobile apps to confirm they meet design specifications without breakages and meeting compliance standards. Built and supervised QA/QC workflow and processes for product and engineering teams. • Social Media Marketing & Management: Copywrote and/or copyedited all public-facing communications. Ideated and developed a public self-moderating Telegram community of over 8000 active userswith a high reform rate of negative users while educating all users solve issues on their own.

• Project management – Curated proposal decks and pitched for open projects with budgets of up to S$1,000,000.• Branding and Marketing - Designed and crafted creative elements to reinforce brand identity for project-specific events. Clients included Health Promotion Board and Dairy Farm SG.• Manpower management - Working with a main team of 4, co-ordinated and worked with crews of over 60 people with various tasks and specialties (AVA crew, ground crew, performing talent, external vendors, ushers, receptionists, etc.)• Events management - Planning, set-up, co-ordination with vendors, execution, and tear down of various events for clients such as Dairy Farm Singapore, Competition Commission Singapore, BRAND'S, Health promotion Board. Event types included, financial conferences, corporate events, roadshows, MICE, and employee appreciation events.

• Office Work and Reception – Performed basic office functions and administration matters. Liaised with external vendors.• Inventory Management – In addition to basic management of office supplies, duties also included sourcing and procuring of additional items for special occasions (E.g. Networking sessions, ceremonies, special requests from visiting professors).• Teaching Assistant – Provided aid to professors and students with educational materials and IT requirements. Tended to professors outside of curriculum time, improving the quality of their stay.• Networking – Assisted with organization and conducting of networking sessions.

Changi Naval Base

• Administration: Performed basic office work and administration matters, liaising with external vendors, management of RSN Training Schedules and NCC(Navy) special occasions such as ceremonies, exams, and naval visits for foreign and local military personnel and NCC(Sea) Cadets.• Security: Managed security matters and applied for security passes for visiting officials, students, and military personnel from other bases.• Budget and Logistics: Created and executed plans to cut operational costs and improve their efficiency.