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Work Background
SwapcardCustomer Support Specialist
Nov. 2021 - Jul. 2023Singapore• Supported platform users (organizers, exhibitors, attendees) across various regions during pre and post event as well as during the actual event via online support
• Coordinated and collaborated with various teams including Success, Product, Sales, Marketing across various regions to resolve issues raised as well as improving the platform’s product features
• Initiated tracking of issues raised via Zendesk and JIRA that may be possible bugs for high net-worth client that would benefit the team’s visibility and during project review
*Supported in Onsite Set-up of Registration Booth (Registration QR Scanning/Printing of Badges) at Black Hat Asia 2023, Marina Bay Sands, Singapore
*Achieved 100% Quality Score as part of ROW Support Team
*Affected by global comapany layoff
AccentureGPS Associate/Business Product Analyst @ Facebook
May. 2021 - Nov. 2021Singapore• Facilitated high-end customer experience in triaging and resolving support cases relating to advertising bugs (under Instagram) globally within regions including APAC, EMEA and rest of global regions
• Effectively and concisely communicate resolution (general/technical), workarounds, or product confusion to the relevant teams and their advertising clients
• Investigated and prioritized on advertiser’s issues, execute bug escalation to product specialist when necessary for further deep-dive or de-bugging
Stealth StartupOnboarding Support Specialist
Jul. 2020 - Sep. 2020Singapore
GojekCritical Support Specialist
Feb. 2019 - Jul. 2020Singapore•Execute and resolving escalations through various channels, (Salesforce, Email, Employee Escalations, in-app tickets via customer/driver-partner app, Slack) •Investigate, review and make decisions based on processes to approve or disapprove appeals for customers/driver-partners’ suspended accounts •Investigate and work closely with other internal stakeholders (Engineering, Product, Fraud, Ops) on any bugs escalated from the driver/customer app and following up on the issue according to protocols
•Engage and resolve social media enquiries via Social DMs from Facebook •Utilising problem solving skills to identify pain points and issues and provide best possible solutions for service-related issues •Ensuring that team’s and individual KPIs are constantly met as well as monthly audits and knowledge test
•Responding to enquiries and issues raised by local regulatory bodies and legal avenues for all business lines that may assist in their investigations or require further information on individuals as driver-partners or customers of Gojek •Dealing with L1 to L4 cases via Salesforce (through in-app/email) and escalations by BPO, thereafter reaching out to both driver-partner and customer to resolve the cases within SLA and adhering to SOP – ranging from Rude, Dangerous Driving, Accidents, Harassment, Behavioral Outburst, Theft, Molestation
UberCity Expert
May. 2017 - May. 2018SingaporeInvolved in planning and setting up strategically, various useful pick-up points for the respective gate entrances at the 2015 Formula 1 Singapore Airlines Grand Prix *Affected by global comapany layoff
Co-created in-app onscreen demonstration for newly onboarded drivers, benefiting driver-partners to better understand the app in-depth and boost confidence of app usage while on the roads Performed weekly audits (live/side-by-side) on frontline experts’ service interactions, ensuring accurate information being passed to driver-partners and service procedures are achieved and met. Provided feedback based on audits and any are flagged out accordingly, followed by execution of team service recovery The Amazing Referral Carnival (Campaign) : Increased referrals and driver sign-ups by 60%, Increased DFTs (driver first-trips) by 35% and sales conversion for LCR (Lion City Rentals) by 40% Co-managed and handled escalations from government bodies’ assistance on driver-partners’ appeals – dealt with stakeholders from City Ops (Singapore) team on critical requests and issues in relation to high degree of health and safety, social matters etc. Managed driver acquisition collaterals across all driver centers in Singapore ensuring latest information to be acquired for driving on the Uber platform – through liaising with City Ops team (Operations Manager, Growth Manager, Designers, Copywriter) Ensured that new hires are properly onboarded onto the Uber platform as external contractors and in-charge of issuing photo badge with assistance of the badging specialist as well as their necessary accounts for the respective internal systems Managed the Lost and Found team in Uber HUB, dealing with items both deposited and retrieved by riders, with an extensive inventory maintained on a regular basis Responsible for sourcing and liaising with vendors for various projects and operations/facilities purposes – discussion, management and execution
UberIntern
Nov. 2016 - Apr. 2017Singapore
UberPSR/Brand Ambassador
Jun. 2015 - Oct. 2016SingaporeEmbodying Uber's identity in, demeanor, values and ethics. Using promotional strategies to help strengthen the brand relationship and influence a large audience to use Uber. Spreading the word about the brand in this metropolis city and acquiring as many more riders to use Uber's on-demand service. Represented Uber at various business operations tasks and offline events, including involved in strategically scoping useful pickups to enhance rider's user experience of the Uber app. Events: BeerFestAsia 2015, 25 to 28 June 2015 @ Marina Promenade, Singapore. #UberMi. #UberDinner. Onboarding new partners onto the Uber system through activation of driver's account and conducting mass onboarding-trainings for newly-activated partners - ensuring understanding of products such as uberPOOL, UberX, UberXL, UberEXEC, EXECLarge, the must-knows of driving as an Uber driver-partner as well. Gather resolutions to driver issues and questions in-person at the Partner Support Centre
CATALOG MAGAZINEEditorial Intern
Mar. 2015 - May. 2015SingaporeDaily responsibilities include writing a range of compelling, persuasive and engaging stories on (Fashion, Beauty, Gadgets, Entertainment, Design) contributing to website features, recommendations and promotions made available to online readers – linked to Instagram posts to promote more online traffic/readership for website Involved in liaising with brand vendors for products featured in fashion spreads Involved in photo shoots for fashion spreads and product features
Flashpixs PhotographyAsst Photographer/Photography Asst
May. 2010 - Nov. 2011SingaporeInvolved in live-shoots at various events, setting up and tearing down of equipments
(Company D&Ds, Wedding Dinners, Birthday Parties, F1 Pre-launch event, Product Launches, Power 98FM’s 15th Year) Managed on-site instant printing at various events to be distributed to guests Event Photographer at Zoukout 2008 for 42Below
MediaCorp Eaglevision Pte LtdFreelance Production Assistant
May. 2010 - Aug. 2010SingaporeInvolved in pre-production, production & post-production work for Anugerah 2010 Coordinating closely with the contestants, mentors, make-up artist (ext.shoots), production crew to ensure shoots run smoothly for Anugerah Skrin 2010 Coordinated a mentorship boot camp (workshops & activities) for Anugerah Skrin 2010 Involved in the first season of an infotainment talkshow, Rudy & Rilla which focuses on social issues within Singapore’s Malay/Muslim community as Assistant Producer in the production shoots, excluding studio broadcast Involved in coordinating with the producer throughout the course of production shoots to ensure all logistics and behind-the-scenes run smoothly Involved in coordinating and ensuring timeliness in schedule of crew and talents at various locations for Rudy & Rilla Sr.1 Liaising with talents ensuring accurate information in payment forms in order for processing Involved in a live recording for a Malay debating finals competition, BAHAS 4PM and took up role of Floor Manager Ensured smoothness of live-recording between producers/asst. producer and student debaters, especially for the arrival of Guest-of-Honor
adidas groupRetail Sales Associate
Nov. 2009 - Nov. 2011SingaporeProvided customers with excellent quality of service that would exceed expectations and
upholding the company’s values and brand image as a brand ambassador Cross/Up selling products to customers to increase store’s ATV (Average Transaction Value) Involved in limited edition collection launches including Star Wars & Jeremy Scott Involved in creating and maintaining store’s visual communications and merchandising Involved in stock arrangement and inventory to ensure minimal missed sales and easy access of stocks when required
Club 21 Singapore ( Member of Como Group)Sales Associate
May. 2009 - Jul. 2009SingaporeProvided customers with excellent quality of service, possess a remarkable
standard of product knowledge, at the same time upholding company’s values and brand image Involved in ensuring and maintaining store’s visual image and cleanliness in order to
attain and attract healthy traffic flow of customers Involved in stock arrangement to ensure easier access of stocks and prevent missed sales opportunities
IKEA GroupCommunications and Interior Design
Nov. 2006 - Dec. 2006Singapore
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