Manager
Current● Implemented diverse strategies, decreasing ticket-to-redemption percentage from 3% to 0.3%● Successfully streamlined the merchant delisting process, reducing the daily count from 200merchants to a more manageable 30● Developed and implemented a ticket resolution process, resulting in a 4.5% monthly costsaving for the Customer support department● Revamped the UI/UX of the customer application, enhancing overall user experience● Developed agent matrix for the first time in the company's 8-year history● Demonstrated adept management skills by overseeing operations with four outsourcingagencies concurrently● Contributed to high-profile projects such as Google reservation and Integrations● Enhanced agent efficiency threefold through revamped ticket resolution SOP.
