Customer Experience Group:
• Led a 5-member engineering team to optimize customer support workflows through enhanced information visibility on user interfaces and revamped system architectures
• Designed and led a 3-person team to implement a new case-handling tool to manage cancellations, compensation, and refund processes.
• Formulated and executed a project management strategy to develop standard operating procedures emphasizing operational excellence, leveraging JavaScript.
• Conducted extensive analysis of the sales via phone call service uncovering a new market opportunity during the pandemic
Marketing and Partnership Development:
• Led a 5-person team to develop a new scalable architecture for partnership landing pages, as well as the back office allowing the partnership team to manage their campaigns
• Developed back-office systems to optimize marketing campaigns and conducted partnership team onboarding, ensuring efficient campaign execution.
• Implemented streamlined financial data pipelines and automated partnership services, including commission calculation, a real-time data dashboard, and monthly reports
Booking Funnel:
• Developed new location-targeted mobile landing pages and implemented a pre-rendering service for enhanced SEO performance.
• Enhanced Booking services by improving web performance and information visibility on the user interfaces across funnels and multiple platforms.
• Advised solutions for integrating a US-based development team's system, leveraging scalable architectures supporting white-labeling systems.
Organizational Leadership:
• Organized and led bi-monthly internal events for 1,000+ employees, including quizzes, talks, and workshops on brand awareness, diversity, and inclusion.
• Represented the Agoda brand in commercial advertisements and as a guest speaker for public events for 10,000+ participants.
