Richard Phan Email and Phone Number

Manage end-to-end Lazada Sponsored Solutions’ Product Marketing Operations- Sponsored Media: Maintain and support for over 2,000 sellers use solution to promote their store in META apps- New Product Launcher Solution: New assortments boosting for sellers, support and advice for commercial team to optimize and drive GMV - Sponsored solution voucher controlResponsible for product launches, sale enablement, and cross-functional process building. Working closely with Lazada Sponsored Solution Operations LeadGo-to person for Regional Advertising team for product operation and support stakeholders from cross departments.

Being responsible for monitoring the quality and stability of SHOPLINE products analyze merchant reports for feedback and bug-related trends (Facebook- Live; Website UI, Admin operation...)Leveraging product expertise to investigate, triage and resolve issues with Product, Engineering, Merchant Success, and front-line teamsSeparating merchant confusion from bugs, advise the front-line teams on how to accomplish the merchants' desired outcome.Designing and applying the protocol to provide an excellent onboarding experience for new clients. Maintaining growth of assigned clients and develop effective client retention strategiesManaging a team of merchant success staff to deliver quality customer services supportTraining specialist for newbies in Company- Especially Merchant Success team and Business Development team.Reducing 70% bug and issue by reporting and monitoring with Engineer team

Provided technical support and ad-hoc training to customers who use the company’s product, replying to inbound queries.Ensured customers remain satisfied with the product by educating them about functional capabilities and possible upgrades.Maintained excellent service standards, going above and beyond to ensure customer satisfaction and retention.