Zuec K.

- Lead AI data labeling, customer support, and gaming operations across 7 countries. - Manage cross-functional teams including annotators, support specialists, programmers, and game artists. - Oversee SLA/KPI performance, workforce planning, payroll, and stakeholder management. - Built operational delivery and QA frameworks for new AI and support projects. - Established support operations for Meta AI, including WFM, QA, productivity tracking, and escalation management. - Achieved 100% hiring fulfillment ahead of schedule while improving project profitability by 12.69% within one month. - Scaled regional operations through structured onboarding, workforce planning, and performance scorecards.

- Managed APAC AI Data Operations across 7 markets and 6 BPO partners. - Led vendor governance, KPI delivery, compliance, and operational transformation initiatives. - Consolidated multi-BPO Workforce Management operations, reducing handling complexity by 50%. - Partnered with Quality, Risk, Policy, and Integrity teams to improve operational performance and scalability. Key Achievement: Improved operational efficiency through BPO consolidation and verticalization initiatives across regional operations.

- Managed a large-scale BPO operation supporting 65 projects across 7 language markets. - Oversaw vendor performance, compliance, and operational governance for TikTok, TikTok Shop, CapCut, Lemon8, AI Data, and Trust & Safety programs. - Led business reviews, risk mitigation, process improvements, and stakeholder alignment across regional operations. - Managed operational governance activities including SOW reviews, reporting, invoice validation, and RFP support. Key Achievements: - Selected for ByteDance APAC’s Design Thinking pilot team to redesign operational excellence processes. - Achieved 92% target attainment across managed projects, with the operation recognized as a top-performing BPO site in APAC.

- Managed 20 strategic merchant accounts including Din Tai Fung, Haidilao, Sushi Tei, BlackBall, and Chagee. - Drove merchant growth through strategic campaigns, upselling initiatives, and performance-based recommendations. - Conducted business reviews and analyzed merchant data to improve growth, operational performance, and platform adoption. - Supported onboarding, CRM enablement (Salesforce), payment coordination, and adoption of new platform features. - Collaborated with regional and local teams on SAP-Salesforce integration, process improvements, and rollout initiatives.

- Led Rider Services operations across Taiwan and Hong Kong with oversight of 300+ headcount, including Team Leaders, RTAs, and Vendor Managers. - Drove top-performing SLA, QA, and AHT results across both markets through operational and performance management initiatives. - Partnered with regional and local leadership to improve operational alignment, SOP compliance, and service delivery. - Led process improvement initiatives including chatbot automation and L2 escalation upskilling programs. - Managed vendor performance and leveraged operational insights to improve people, process, platform, and product outcomes. Key Achievement: - Co-led SCRUM methodology workshops for operations and HR leadership teams.

- Led a Greater China customer service team supporting B2B and B2C users for a global social media client. - Consistently achieved CSAT, FCR, AHT, SLA, and QA targets through coaching, performance management, and operational support. - Collaborated with Operations, WFM, BI, and QA teams to improve service performance and team engagement. - Developed performance reviews, action plans, and operational reporting to drive continuous improvement.

• Build and maintain relationships with new and existing partner clients, pitching for new business opportunities, and upselling. • Understand clients’ business requirements and coordinate between internal stakeholders and clients to develop new creative solutions to ensure set goals are achieved. • Stay updates in marketing industry trends and developments to provide relevant and strong solutions for clients, mainly agencies such as WPP Group, Lion & Lion, and Starcom.

• Build and maintain relationships with new and existing partner clients, pitching for new business opportunities, and upselling. Role includes negotiating retainers to maintain account. • Prepare weekly and monthly social media posts for Kellogg’s and managing all in page by liaising with consumers and escalates any issues to Kellogg’s. • Close collaboration with internal creative and social media teams to devise effective campaign strategies that align with the clients’ business objectives in addition to providing timely support to meet clients’ expectations while adhering to timelines and maintain high standards of quality.

• Build and maintain relationships with new and existing partner clients, pitching for new business opportunities, and upselling. Role includes negotiating retainers to maintain account. • Responsible for servicing and supporting clients including Unilever, Heineken, and MAPS Perak. • Close collaboration with internal creative and social media teams to devise effective campaign strategies that align with the clients’ business objectives in addition to providing timely support to meet clients’ expectations while adhering to timelines and maintain high standards of quality.

• Build and maintain relationships with new and existing partner clients, pitching for new business opportunities, and upselling. Role includes negotiating retainers to maintain account. • Experience with clients from various industries managing performance strategies and campaigns of Google AdWords and Facebook Ads. • Clients: Tropicana Property, Mah Sing Group, OSK Property, The Otomotif, Sothys, A&W, Gamer2Gamer, etc.

• Build and maintain relationships with new and existing partner clients from different industries, pitching for new business opportunities, and upselling. Role includes negotiating retainers to maintain account. • Develop and implement effective social content strategies with data insights while staying updated on marketing industry trends and developments for various platforms.