Mark Lim Email & Phone Number

Singapore

SmartUp is a mobile-first learning experience platform that allows training companies and organizations to revolutionise the way they train and share knowledge.- Led and managed SmartUp’s content team, overseeing the end-to-end delivery of client content projects, including project scoping, costing, project management, production and delivery- Ran customised client content workshops to guide attendees on effective content creation using various content creation platforms

Singapore

- Worked closely with various internal contractors, external stakeholders and contractors across two countries to build out the product roadmap based on client feedback and the company’s business strategy- Managed and prioritised the product backlog, creating epics and user stories- Worked with designers and developers to build out the UI and UX of new platform features- Adopted the SCRUM methodology in working with our developers, including sprint planning, a daily standup and sprint retrospectives- Conducted user acceptance testing and debugging of new features before deployment to the production environment- Conducted competitor research and market analysis to guide the product direction and vision- Managed the mobile app application process for whitelabel apps for iOS and Android respectively- Worked closely with the marketing and customer success teams to coordinate the release of new features- Authored user guides on Zendesk for new and updated features

Singapore

- Worked on paid client projects, converting content from traditional formats and optimizing them for digital consumption. These projects were delivered using a wide variety of media formats, such as text copy, graphics, videos, video recordings, voice recordings, SCORM. These paid client projects were delivered on and off the SmartUp platform- Launched the Humanizing Learning podcast, where I was involved in research interviewees, scheduling interviews, managing post-processing work and marketing of completed episodes

Singapore

Account Management- Worked with clients to plan and manage campaign launches to maximise platform adoption- Worked with clients on an ongoing basis to improve platform usage- Worked with the tech team to address any client-specific requirements e.g. SSO configuration- Prepared monthly reports and presentations to update clients on platform usage- Worked with the Client Success Lead to manage client renewals and increase deal sizeCustomer Support- I was the point of contact for key clients, providing quick and effective issue resolution- Managed the company’s Zendesk helpdesk, troubleshooting and resolving user-reported issues and acting as the interface with developers to resolve any platform bugs- Authored user guides for new features and updates to existing features on the Zendesk platform- Managed the weekly content porting tasks for key clients

Singapore

- Analysed trends and made recommendations on the company’s product portfolio to senior management- Assessed potential new product feasibility based on industry report and local consumption trends- Worked closely with product suppliers for pricing and MOQ negotiations, marketing support, reviewing new products- Worked closely with retail customers to present new products, manage new product listings, respond to end-user product feedback and manage customer orders- Updated the company’s website on WordPress to reflect the current product catalogue, including taking product images- Involved in organizing and executing Food & Hotel Asia 2018

Hong Kong

-Undertook a cost analysis project to pinpoint key drivers of cost in the company-Handled day to day data entry transactions

Bachelor Of Science, Psychology, Upper Second Class Honours

Activities and Societies: Singapore Society: Secretary (2014/2015) Southampton Law School Football Rugby Club: Member (2014/2015)

Diploma, Accounting And Finance, Cumulative Grade Point Average: 3.43

Activities and Societies: Temasek Polytechnic Symphonic Band: Section Leader (2008/2009)