Xavier Kah Pohh Pong Email & Phone Number

Christchurch Metropolitan Area

Federal Territory Of Kuala Lumpur, Malaysia

Monitored and analysed sellers’ performance, flagged out non-performing sellers and put-up improvement plans. Identified, reported and resolved existing and potential operational issues faced by sellers by working with various teams to implement solutions. Analysed and provided sellers feedback on product feature enhancements to the relevant stakeholders to improve seller experience. Project delivery: Worked closely with various teams (business development, product managers, developers and customer service) and launched a new portal (MyStock) to Shopee sellers in Malaysia marketplace. • Led the data analysis from selecting suitable sellers for initial phases of pitching and sellers activity status.• Assisted the team lead with the project timeline planning, activities scheduling and ensured the activities are carried out according to the timeline by team members and relationship managers (RM).• Conducted competitor analysis, prepared pitching deck and briefed the RMs and their leads. • Lead and executed pitching sessions to interested sellers, one-on-one as well as group onboarding of sellers for MyStock. Successfully onboarded over 100 sellers in the pilot phase.• Established SOP for sellers feedback/complaints towards the portal for tracking and analysis, raised tickets for the product owners to fix bugs and to enhance user experience in future update releases.

Cyberjaya

First contact point for Hong Kong and Macau Shell Card customers. Handled over 150 interactions weekly, managed customers feedback and liaised with relevant stakeholders and credit service partners. • Data & Analytics team member: Prepared, generated and analysed data with Power BI. Periodic reports were presented to stakeholders (Malaysia, Hong Kong and China) for sales, marketing and controls purposes. • Retail focal: Led the project to divert general public customers to the relevant hotline, reduced irrelevant calls to Shell Card hotline and reduced customer waiting time. Prepared data to identify and reduced retail stations complaints and dispute transactions caused by human mistakes.• Faulty cards replacement coordinator: Led the project to replace faulty chip cards. Successfully replaced over 1500 cards to ensure seamless transactions and reduced loss of sales volume. Liaised with external stakeholders to find out the root-cause of faulty chips. • Electronic PIN (e-PIN) conversion coordinator: Led and launched e-PIN for Hong Kong and Macau customers. Digitalised customer experience by converting from paper to electronic delivery of PIN, saving customers 5-7 working days. Assisted and advised the Pakistan team to implement the same project.