• Co-managed 53% of SEA's live contact volume across 450+ accounts daily, advising6+ BPO leaders to drive key metrics: Service Level, First Contact Resolution, TSAT, CS NPSacross all channels, thereby elevating service excellence.• Led root cause analyses and executed ad-hoc projects to rectify local service failures. Working with teams to overhaul and standardize agent process across SEA, attaining 98% adoption rate on SOP 2.0 usage.• Coordinated with training and QA teams to curate resources and boost TSAT scores, reaching a 91% VN TSAT, which is a 5% increase over FY23 baseline.• Developed holistic solutions with cross-functional teams through product innovation, operational resilience and differentiate service for targeted segments. Initiatives included: + Enhanced Anti-Fraud Experience with local Business Risk by standardizing error messaging, expanding agent whitelisting, thus revamping fraud detection algorithm to gain user experience while maintaining risk governance. + Partnered with Reverse Policy team to facilitate an easier order cancellation prior to logistics, boosting reverse agent productivity and ensuring consistent agent decision making, thus enabling fast dispute process for trusted buyer. + Gained proficiency service channels and cost savings by boosting chatbot efficiency, which achieving a significant decrease 23 bps of local live contact per orders over FY23.

• Supported founders in facilitating Pre-Seed funding from 8+ angel investors andventure capital funds.• Coordinated and prioritized the strategic roadmap from MVP, featuring: 1. Rapid & on-demand creation and management of sports leagues. 2. Geolocation-enabled sports venue matchmaking 3. Streaming content and dedicated social platforms for football fans.• Conducted demographics analysis and formulated go-to-market strategies , drivinguser acquisition to a global user base of 257k with 32k+ monthly active users by Sep 2022.

• Provided profitable advertising solutions for Vietnamese and English-speaking SMB markets across various channels, blending upper-funnel strategies with all Meta platforms compliance.• Led training for new hires and supported moderation tasks, ensuring adherence to departmental procedures.

• Managed to achieve individual and team monthly sales targets.• Redesigned the Sales Capabilities Coaching Model and updated ad hoc sales training materials.• Contributed to the pitching team's success and secured partnership deals with prestigious companies Sabeco, HSBC, and AIA...