Boosted Engagement: Elevated member engagement by 25% in 6 months through strategic implementation of bi-weekly newsletters, leveraging CRM tools and project management skills.Orchestrated Quest Production: Directed the intricate Quest production process, ensuring high-quality program releases and successful member engagement through seamless cross-departmental collaboration.Churn Reduction Initiative: Launched a Predictive Churn Reduction Campaign with the ML team, effectively reducing potential churn by 7.79%.Omnichannel Strategy: Enhanced customer experience with a post-purchase communication system, achieving a 39.4% email open rate, 109% above industry standards.Innovative AI Utilization: Utilized AI tools, including ChatGPT, to design data-driven funnels and strategies, significantly improving retention metrics.Efficient Project Management: Implemented transparent project management systems using no-code tools like AirTable, optimizing processes to manage clear tasks, projects, and deliverables. Successfully took over the roles of three team members while continuing to lead and deliver on my own projects, ensuring timely updates and efficient outcomes for all stakeholders.Successful Onboarding: Improved onboarding processes by reducing emails from 13 to 6 and shortening onboarding duration from 16 to 6 days, resulting in a 29% increase in customer engagement within the first 3 weeks.

Churn Reduction: Achieved a significant reduction in churn rates by 10% in a quarter through strategic analysis and effective project management.Customer Experience Enhancement: Increased company’s NPS score by 17 points in 6 months by utilizing customer journey mapping, VOC analysis, and addressing pain points.Efficient Project Management: Implemented transparent project management systems using no-code tools like AirTable, ensuring clear communication, tasks, and deliverables with prompt status updates.Data-Driven Insights: Leveraged data collection and analysis to identify key customer insights such as aha-moments, churn behavior, and retention trends, presenting actionable recommendations to stakeholders.Knowledge Sharing: Created and managed DNAs and frameworks, establishing a knowledge bank that accelerated learning and reduced errors within the team.Team OKRs Management: Successfully managed team OKRs and contributed to company-wide objectives, driving improved retention rates and overall company success.Strategic Collaboration: Worked closely with cross-functional teams to envision and implement retention improvement projects, enhancing customer loyalty and engagement.

Subscription Retention Success: Led retention efforts across 5 languages, significantly improving customer engagement and reducing churn by 13% in 6 months.Strategic Collaboration: Partnered with key stakeholders to envision and implement a successful subscription product roadmap, driving retention and customer satisfaction.Project Management Excellence: Utilized advanced project planning and management skills to execute retention improvement projects, resulting in increased customer loyalty.Customer Journey Optimization: Conducted customer journey mapping to identify bottlenecks and implemented solutions that directly impacted the product roadmap, contributing to company OKRs.Omnichannel Communication: Developed and executed an omnichannel post-purchase communication system, including emails, notifications, onboarding, renewal, and dunning funnels.Gamification Initiative: Spearheaded the company's gamification project, from ideation to strategy proposal, enhancing customer engagement.NPS and Feedback Management: Managed NPS and feedback platforms, collaborating with the BI team on the state machine framework to improve customer insights and satisfaction. Increased NPS score by 4 points in 6 months.Efficient Team Processes: Established effective processes and frameworks for the team, leading to increased efficiency and successful project outcomes.OKR Leadership: Effectively managed team OKRs, ensuring alignment with company goals and driving retention improvements.

Customer Journey Optimization: Utilized customer journey mapping to identify and resolve bottlenecks, improving NPS scores by an average of 10 points in key areas.NPS and Feedback Management: Led the management of the NPS platform and feedback system, gathering valuable insights to enhance the student experience.User Testing and Insights: Conducted user testing and collected customer insights to drive project improvements aligned with student feedback.Project Leadership: Managed multiple projects aimed at optimizing the student journey, ensuring a seamless and engaging experience.Process Improvement: Implemented effective processes to streamline operations, resulting in improved student satisfaction and engagement.

Team Optimization: Managed and prioritized the team backlog, ensuring smooth operations and efficient process implementation.Framework Development: Developed and implemented robust frameworks and processes, including Rockefeller habits related to customer feedback, to enhance team efficiency.Survey and Data Analysis: Assisted various teams with survey creation, data collection, and analysis, driving insights that informed strategic decisions.Process Innovation: Introduced new tools, processes, and frameworks to increase the value delivered by the Customer Experience team.Holistic Customer Insights: Provided comprehensive insights into customer behavior, experience, and journey, leveraging NPS data and Google Analytics to inform company strategies. Increased overall company’s NPS score by 5 points in 6 months.Strategic Contribution: Played a key role in shaping strategic directions for the Customer Experience and Customer Support teams through detailed analysis and feedback reports.

Team Establishment: Founded the Customer Experience team, setting up foundational frameworks and tools to enhance customer interactions.NPS and Feedback Systems: Developed and implemented NPS collection frameworks and tools, ensuring systematic collection and analysis of customer feedback.Customer Insights: Established processes for gathering, analyzing, and communicating key customer insights, driving continuous improvements in customer experience and NPS scores.Holistic Customer Analysis: Provided comprehensive insights into customer behavior and experience, leveraging NPS data and Google Analytics to inform strategic decisions.Customer Engagement: Maintained regular communication with customers to better understand their needs and enhance their experience.Testimonial Management: Designed and managed the testimonial collection framework and processes, ensuring valuable feedback was captured and utilized.Onboarding Optimization: Contributed to the onboarding process for new customers, ensuring a smooth and engaging start to their journey.Strategic Support: Played a vital role in shaping strategic directions for the Customer Experience and Customer Support teams through active involvement in key initiatives.Training and Development: Trained in Google Analytics, email marketing platforms, SEO, and online marketing to support the team’s strategic objectives.

Seasoned Senior Business Analyst with a multifaceted role encompassing project delivery, in-depth research, project management, proposal development, content creation, team mentoring, client management, and business development. Proficiently managed external and internal documentation, facilitated junior team members, oversaw accounts, and strategically enhanced the company's online presence while contributing to team expansion through junior analyst recruitment.o Project delivery (consulting and training)o Conduct in-depth research on company and industry perspective for on-going projectso Assist in enforcement of project deadlines and scheduleso Assists in researching interesting information / snippets which can be used for consulting engagementso Develop proposals for consulting engagementso Support with external documentations such as articles, radio talks, keynote presentations (content and design)o Support with internal documentations such as internal agreements, company profile,…o Manage and help junior members in delivering the tasks assigned for consulting engagementso Support in managing the accounts, in terms of logistics and other arrangementso Client Managemento Business Developmento Managing company's social media (blog, Twitter, Facebook, Linkedin, e-newsletter)o Hiring junior business analysts

Versatile Business Analyst contributing to strategic initiatives, from coaching SMEs in the application of BOS tools to fostering value-driven projects with leading retailers. Expertise encompasses process improvement, ideation of social media campaigns, content creation, workshop facilitation, and valuable insights generation for consultants, while actively supporting SMEs in overcoming challenges and crafting proposals.o One of the BOS coaches during “Alliance Bank BizSmart Academy” 2013, responsible to coach 3 SMEs and help them to learn BOS and apply the BOS tools in their companyo Involved in a successful project to help one of Malaysia’s leading retailer to kick-start different initiatives in order to bring more value to their customers, which led into having a separate project with the cliento Co-lead in a Business Process Improvement project with the before mentioned company in which the goal was to document and improve the processes in one of client’s departmentso Ideation of the company’s social media campaigno Managing company's social mediao Designed company’s email blasto Developing research materials with insights for consultantso Developing case studieso Facilitating the workshopso BOS Sounding board in which we have meetings with SMEs to understand their challenges and help them to overcome these challengeso Writing articles and scriptso Developing proposals

Resourceful Research Assistant renowned for conceiving and advancing innovative projects, including government-linked initiatives and comprehensive marketing research. Instrumental in crafting admired BOS case studies, driving health tourism and PAY TV industry investigations, and delivering valuable insights for multiple tourism clients.o Developed an innovative idea for a government linked project which has been highly admired by the CEO and continued to feasibility study in order to be implementedo Key player in government linked BOS researcho Designed several BOS case studies, which was highly admired o Key player in BOS for health tourism industryo Fully responsible for a full marketing research on PAY TV industryo Key player in research for tourism industry for three different clients