Phoebe C. Email & Phone Number

SEP 2019 - PRESENT1. Manage daily eCommerce operations and developments to ensure smooth customer journey, and internal logistics2. Review current digital journeys and operation models to maximize sales opportunities and operational efficiency across products 3. Work with multiple internal and external teams to meet operational and technical requirements and targets 4. Manage resources among projects with tight scheduleProjects:1. Implemented fulfillment automation project in 2020, cut processing time by 90% 2. Successfully delivered Fibre Broadband Subscription Portal in 2020 and Home 5G Broadband Subscription Portal in 2021:- Built an user friendly CMS for simple data input with approval and deployment functions- Implemented GA4 for data tracking and analysis- Integrated with DMP tool, Relay42, for building an AI-driven customer journeys into the platform- Provided training to portal owner for CMS input- Provided support and guidelines to frontline to answer enquiries and troubleshoot3. Implemented an AI logic for offer recommendations to mobile retention customers and revamp mobile retention portal at the same time in Dec 20234. Executed the implementation of a 3-years Omni-channels sales approach project, which included all core frontend and backend systems rebuilt, achieving key milestones on time and target to launch in Q4 2024

1. Identified for opportunities to streamline and improve working efficiencies in retail stores, direct sales and business markets 2. Worked with key stakeholders to update the policies and procedures for internal operations as well as compliance with relevant government regulations and laws3. Provided consulting and analytical support for wide-range of Retail Operations projects (e.g. Payment Kiosks, RFID System, RPA, POS app, Online Store etc. )4. Streamlined work processes effectively, resulting in 30% increase in productivity without hiring extra staff or purchasing new equipment 5. Participated in the project team for launching a RFID system to all stores and warehouse resulting in 80% decrease in time used for monthly stock take 6. Improved data input efficiency through developing an automated program with vendor for invoicing and line activation input 7. Provided training to end users to ensure a smooth new system launch8. Provided support and guidelines to frontline to answer enquiries and troubleshoot

1. Organized roving shows, exhibition and fairs to promote government IT services, e.g. Multi Application Smart ID Card Programme, ESD Scheme etc. 2. Coordinated with vendor / design house for the set up of exhibition and roving shows3. Delivered comprehensive explanations and demonstrations of e-government services, ensuring secure application processes and robust data integrity protocols.4. Presented in-depth knowledge of digital certificates and the underlying technologies, including public key infrastructure (PKI) and digital signatures, to highlight their roles in ensuring data confidentiality and integrity.5. Systematically collected, analyzed, and communicated public feedback on e-government services to relevant project teams, facilitating continuous improvement and user satisfaction.6. Leveraged technical expertise to coordinate and prepare testing environments and install infrastructure, facilitating various government departments in demonstrating their innovative IT solutions at exhibitions.

Bachelor'S Degree, Financial Services

Executive Diploma In Ecommerce Application, Digital Marketing / Transformation