1. Data Analyst & Coordinator: - Monitor and analyze cash flows and project data to evaluate the effectiveness of ongoing projects then report to HOD. - Standardize project data across all systems, reports, and documentation - Evaluate and define business metrics data by building and socializing decision tools (dashboard, reports) using MS Office, CRM, and Power BI. - Manage stakeholders’ needs, concerns and problems regarding changes, enhancements or fixes. - Participate in the product development team, including PRD, UAT, Live testing, UI/UX. - Coordinate with event teams to implement new campaigns, ensuring all related teams collaborate effectively to meet campaign timelines and objectives. 2. Quality Assurance: - Lead, supervise, and ensure the performance of 5-10 team members, including both Inhouse and BPO staff. - Prepare training materials, tests, and directly interview BPO positions from agent to leader and supervisor. - Developed call scripts and scorecards, monitored calls, provided feedback, and improved QA processes to enhance CSR performance and service quality.

Guide customers on the current warehouse process, including systems, storage, and shipping. Develop new services or processes to address new needs not currently met by the warehouse. Act as the primary contact point for resolving customer issues. Receive and process new customer needs, such as new services. Forecast costs for week, month, quarter

Managed team workload and working time for 7 members Trained and integrated QA/QC metrics into team performance reviews Coordinated with other departments for project completion progress Provided weekly reports to management on performance results and project progress Improved user Retention Rate and CSAT by over 20% Developed FAQs and Community rules for standardization

Handle customer complaints efficiently via email and inbound calls. Provide product consultation and address customer inquiries. Report call quality and complaints accurately for improvement. Ensure integrity during promotions and events.