Reporting & Data Analytics

• Aug 2023 - Present

Real Time Analyst

• Aug 2022 - Aug 2023

Industry: E-commerce (MY - Marketplace)1. Conducted real time monitoring and mitigation action plans for crisis management to ensure Service Level (SL) and Abandon Rate (AR) attainment.2. Ensure the multi environment (chat, call, social media), multi factor (AHT, shrinkage, adherence, high volume and productivity) in controlled approach to met the service levels (SL’s).3. Provide quick reports on the attendance, productivity, backlogs and interval SL reports.4. Cross-Supported Reporting Analyst & Workforce Management team when necessary.5. Provided daily, weekly & monthly reports based on KPI metrics (abandon rate, answered rate, csat, attrition, shrinkage, backlog, productive hours and case closure rate).6. Engaged actively in schedule creation and provided floor reality to scheduler to enhance planning accuracy. Show less

Real Time Analyst

• Mar 2022 - Aug 2022

Industry: E-commerce (SG - Marketplace) and E-wallet (MY)1. Monitor multiple queues and agents from multiple skillset in real time for multi LOB (Chat, Email and Social Media).2. Provided insights about every interval and foresee the next intervals performance based on the dynamic changes at real time.3. Ensure the service delivery (SLA’s) within the operational business.4. Ensure attendance occurrences are updated to agent’s schedules in a timely manner.5. Optimize breaks to minimize impact to Service Level.6. Maintained, updated and published daily (t-1), weekly (WTD), monthly (MTD) reports.7. PC software related to daily functions, ie: Salesforce, Sprinklr, Teramind, Microsoft 365 and Google Workspace. Show less

Community Customer Service

• Oct 2020 - Mar 2022

Industry: E-commerce (SG - Marketplace)1. Promptly assisted to all customer queries, chats, and comments posted to the company's social media platforms (Facebook, Google Play Store and App Store).2. Reviewing all social media posts and comments for accuracy and ensuring critical/ high-risk casesescalated effectively.3. Supported as nesting coach for new hires by providing coaching and training.4. PC software related to daily functions: Salesforce, Seatalk, Google Workspace and Microsoft 365. Show less

Frontend Web Developer

• Jun 2019 - Aug 2019

1. Designed and built multiple front-end websites using WordPress Page Builders such as WP Bakery Page Builder and Muffin Builder. 2. Good understanding in HTML5, CSS3, JavaScript and debugging tools like Chrome inspector. 3. Familiar with the best plugins of WordPress namely Slider Revolutions, Gravity Form and Themify. 4. Experienced in developing responsive web design for a variety of devices and screen resolutions. 5. Ensured the technical feasibility of UI/UX designs that are compatible with cross-browser. 6. Worked collaboratively with the project manager and awarded the Site of the Month from Malaysia Website Awards (MWA) 2020. 7. PC software related to daily functions, ie: Adobe Illustrator, Trello and Facebook Workplace. Show less