Fern Kosa Email & Phone Number

Bangkok, Th

See client success stories in the PDFs below.If you struggle with messy day-to-day operations, I design and implement systems using advanced tech tools, automation, and AI to give you back peace and profits. I also provide comprehensive training to ensure your team can effectively use these new systems.Successfully built operational systems such as:∙ Customer service (call center, live chat, FAQ, staff training)∙ SaaS (crisis handling, incidents escalation, product… Show more See client success stories in the PDFs below.If you struggle with messy day-to-day operations, I design and implement systems using advanced tech tools, automation, and AI to give you back peace and profits. I also provide comprehensive training to ensure your team can effectively use these new systems.Successfully built operational systems such as:∙ Customer service (call center, live chat, FAQ, staff training)∙ SaaS (crisis handling, incidents escalation, product development, software outage, feature requests∙ Fintech (knowledge base, chargeback process, currency speculation)∙ Digital publishing (politics eradication, digital marketing, content production, content planning) Show less

Bangkok City, Thailand

Storior is a character creator website made for tabletop gamers, role-playing communities, manga, and anime fans.∙ Got interviewed by Stripe and was mentioned in Forbes Thailand.∙ Grew to 100k monthly users within the first year of launching with %0 marketing spending.∙ Got interviewed by Stripe and appeared in Stripe Launch Thailand Event in October 2022.

Bangkok City, Thailand

∙ Chargeback Webform: Designed a chargeback webform, increasing user convenience and internal efficiency through automated data collection, resulting in the immediate adoption of the webform template by YouTrip Singapore.∙ Incidence Manager of Thailand: Managed outages and scheduled maintenances, tested product functionality, designed user communications, and coordinated internally to ensure all outages were fixed within SLA, meeting Kasikorn Bank's standards.∙ Procedure Designer and… Show more ∙ Chargeback Webform: Designed a chargeback webform, increasing user convenience and internal efficiency through automated data collection, resulting in the immediate adoption of the webform template by YouTrip Singapore.∙ Incidence Manager of Thailand: Managed outages and scheduled maintenances, tested product functionality, designed user communications, and coordinated internally to ensure all outages were fixed within SLA, meeting Kasikorn Bank's standards.∙ Procedure Designer and Executor: Streamlined multiple internal and external procedures, such as handling chargebacks, incidence management, currency speculation cases, negative balances, delivery address changes, user information edits, resolving missing top-ups, requesting terminations, investigating fraudulent transactions, and issuing replacement cards, resulting in more efficient and standardized processes.∙ Product Owner: Led product feature planning and execution from a user perspective, including approving local copywrites, publishing FAQs, and consulting on UX/UI design for features like IAL2.3, referral programs, spending limit increases, YouTrip 2.0 revamp, and the YouTrip Status Page, enhancing the overall user experience.∙ Customer Service Playbook: Wrote and published a comprehensive manual for YouTrip Thailand's customer service team on Zendesk Guide, serving as a Knowledge Base for existing staff and new joiners, which improved consistency and efficiency in handling chargebacks, fraudulent claims, and currency speculation cases.∙ Customer Service Manager: Resolved complex cases escalated by the Thailand customer support team, including chargebacks, negative balances, customer compensation, and regulatory cases involving the Bank of Thailand and the Office of the Consumer Protection Board, ensuring high standards of customer service.∙ Customer Service Coach: Trained the customer service team on streamlined procedures, enhancing their ability to handle cases efficiently and consistently. Show less

Bangkok Metropolitan Area, Thailand

∙ Optimized Facebook and Google Ads by leveraging data from Facebook Analytics, Google Analytics, and Google Tag Manager, resulting in one of the products landing in the Top 5 most downloaded free apps in the Book category.∙ Pioneered a tracking system for the website and mobile app, achieving accurate ad targeting that increased sales by 20% compared to the previous month, creating a consistent upward trend in sales for each product.∙ Supervised digital marketing budget and submitted… Show more ∙ Optimized Facebook and Google Ads by leveraging data from Facebook Analytics, Google Analytics, and Google Tag Manager, resulting in one of the products landing in the Top 5 most downloaded free apps in the Book category.∙ Pioneered a tracking system for the website and mobile app, achieving accurate ad targeting that increased sales by 20% compared to the previous month, creating a consistent upward trend in sales for each product.∙ Supervised digital marketing budget and submitted weekly and monthly reports, showcasing measurable impacts and informed decision-making.∙ Acted as a content marketer expert, creating targeted content that effectively reached potential customers and enhanced engagement. Show less

Bangkok Metropolitan Area, Thailand

∙ Managed teams of editors to produce online content, setting monthly calendars and conducting meetings to continuously improve content quality and relevance.∙ Directed graphic designers and the production team to create impactful graphics and videos, leading to increased traffic, brand awareness, and conversion rates for both organic and paid campaigns.∙ Wrote and edited all online content across two Facebook pages, achieving significant organic reach and engagement.∙ Administered… Show more ∙ Managed teams of editors to produce online content, setting monthly calendars and conducting meetings to continuously improve content quality and relevance.∙ Directed graphic designers and the production team to create impactful graphics and videos, leading to increased traffic, brand awareness, and conversion rates for both organic and paid campaigns.∙ Wrote and edited all online content across two Facebook pages, achieving significant organic reach and engagement.∙ Administered two Facebook pages, monitoring trends and demands, and implemented solutions such as a chatbot to improve customer service and reduce response time.∙ Copywrote all ads for three company products, discovering and applying new writing techniques and trends to enhance ad performance.∙ Provided copywriting consultations to other communities, sharing expertise and best practices. Show less

Bangkok Metropolitan Area, Thailand

Telecom client∙ Developed a product manual to serve as the first prototype for customer service across Thailand regions, enhancing user understanding and support consistency.∙ Improved app UX/UI by acting as a technical tester, providing actionable feedback that resulted in a more intuitive and user-friendly interface.∙ Conducted customer experience data collection, recording interviews and collecting insights that were compiled into a video presentation for Board meetings, leading… Show more Telecom client∙ Developed a product manual to serve as the first prototype for customer service across Thailand regions, enhancing user understanding and support consistency.∙ Improved app UX/UI by acting as a technical tester, providing actionable feedback that resulted in a more intuitive and user-friendly interface.∙ Conducted customer experience data collection, recording interviews and collecting insights that were compiled into a video presentation for Board meetings, leading to data-driven decisions.∙ Performed data analysis by tracking product performance using Google Analytics and Facebook Analytics, which improved product insights and strategy adjustments.∙ Reported on product performance by analyzing trends and writing daily reports in Microsoft Excel, and creating PowerPoint presentation slides for meetings, resulting in clear communication of performance metrics.∙ Managed and supervised ad campaigns across various platforms (social media posts, web banners, SMS, standees, privileges), increasing campaign effectiveness and reach.∙ Conducted competitive analysis and researched customer journeys and experiences, providing critical insights that shaped strategic decisions.∙ Copywrote call-to-action content and optimized SEO, enhancing online engagement and visibility.∙ Translated documents and digital content, ensuring accurate and effective communication across languages.Healthcare client∙ Researched laws, regulations, and market insights on potential products/services/customers, providing valuable data that informed strategic planning.∙ Conducted competitor analysis and pricing cold-calls, gathering critical competitive intelligence that influenced pricing strategies.∙ Served as coordinator and team assistant, facilitating seamless project execution and team collaboration. Show less

Bangkok Metropolitan Area, Thailand

Student Internship Program (SIP 67)- Business: Interns are required to create a feasible and profitable business model of a product that would later be presented to senior Bangkok Bank executives.- Leadership: Learning to enhance leadership and teamwork skills as well as interpersonal skills.- Social Responsibility: Participated in activities that foster social responsibility, equality and awareness to the natural environment.

Bangkok Metropolitan Area, Thailand

• Event/exhibition researcher and designer. • Copywriter and creative writer of e.g. Bangkok Varee, Mega Auto Show, Queen Sirikit Exhibition, TCEB Conference• Chosen as an only intern to work on a classified project, World Expo 2017.

Bangkok Metropolitan Area, Thailand

• Supervised the process of selecting Thai representatives to do volunteer projects abroad.• Set up and standardized recruitment system, which became the cornerstone for the next generations of quality managers.• Awarded Best AIESEC (Thailand) Function in 2015 and 2016 – managing 300+ and 400+ outgoing exchanges.• Awarded Top 20s Committee worldwide.

(คณะอักษรศาสตร์ หลักสูตรอินเตอร์) Bachelor Of Arts Program In Language And Culture, 21St Century Culture, First-Class Honors

Activities and Societies: Jump Out Exchange to Beijing, China (May-June 2015). ∙ Exchange Program in University of Language and Culture.

High School Igcse, Art, Physics, Geography, Math, English, Thai, Mandarin, Statistics

Activities and Societies: ∙ Scrabble Club (advanced player) ∙ School Tennis Club (BISAC tournament player ∙ Awarded Best Student.

Primary To Middle School