Sze Foong Yap

HUAWEI AppGallery Ads (APAC)

• Ownership of HUAWEI AppGallery ads platform; including setup of app campaigns, performance tracking, campaign optimisation and product revenue growth
• Collaboration with internal teams, primarily customer facing teams on collecting feedback from clients and taking improvement actions to meet clients' satisfaction level
• Key-point-of contact for pricing quotations of HUAWEI AppGallery ad campaigns and discussions on campaign/ account strategy with Business Development teams
• Identify potential areas of improvement and collaboration with HQ to drive new development of product for further ad revenue growth
• Knowledge sharing with internal teams regarding HUAWEI AppGallery ad features
• Management of product user experience to ensure that any new ad features negatively impact end user experience

HUAWEI Browser (APAC)

• Oversee daily HUAWEI Browser ecosystem operations for APAC region by monitoring of user growth and retention
• Leveraging on performance metrics such as daily active users to identify effective actions to improve user engagement. These included working with local country Browser leads to conduct A/B Push notification testing to determine users' content preference
• Conducted online surveys to identify users' sentiment towards the product and made adjustments accordingly, such as pushing more localised content to the Browser news feed for a more localised user experience
• Championed for streamlining and improvements in performance reporting accuracy with Data Analytics team for ease of data-driven decisions for Product Management
• Initiated monetisation of HUAWEI Browser by collaborating with HQ Product and R&D team to drive new product features such as ad slots
• Collection of feedback from local teams and Customer Support for user feedback post-launch of new product features

• Commercial ownership of Malaysian Telco accounts for VAS (value added services) by contributing to implementation of account plan, achievement of revenue targets and maintenance of PNL and payments
• Overseeing service performance in terms of service content subscription traffic, service content functionality and end user complaint level
• On-ground key point of contact between client and internal teams to ensure that clients needs and expectations are managed
• Weekly calls with internal performance marketing, digital marketing and project teams to address any performance issues
• Successfully pitched and upsell new service content with local telco
• Ensured that end-user complaints were resolved to meet regulatory compliance, including spearheading of Customer Service Chatbot project to shorten resolution time of end-user complaints via WhatsApp channel
• Monitoring of local competition landscape to identify risks and drive further penetration in Malaysian market
• Building mutually beneficial relationships throughout multiple levels of clients' organisation

• Headed B2B Support to ensure that support standards are met for telecommunication partners
• Management of vendor providing B2B support to ensure that SLAs are met by having weekly performance evaluation, product briefings and feedback sessions
• Spearheaded migration to Salesforce Service Cloud platform for Customer Support, including vendor selection, defining of use cases & workflows dashboard setup to measure service level and product cases
• Streamlined Support SOPs and identified areas of improvements to improve resolution time and increase clients' satisfaction
• Generated weekly reports on post-analysis of cases to investigate possible product/service loopholes eg. fraud patterns and areas of improvement
• Worked with synergy across teams (Product, Technical Ops) to provide post- project & product implementation feedback on regular basis
• Participate in internal product development discussions to support client servicing requirements
• Communicate to outsourced Customer Support team on product knowledge and any new project SOP requirements
• Managed insourcing plan for B2B support operations, involved in hiring and interviewing of candidates

• Timely management of user's daily enquiries and escalations via email and social media channels
• Bridged the gap between organisation and users via interaction on social media channels and e-mail
• Worked in synergy with various departments eg. Product, Developers and Business Development to improve end user experience
• Managing control tower of all internal communication with internal Product & Development team to ensure effective problem-solving for escalated tech issues in APAC
• Conduct training for any new product release and new CRM feature release for APAC Customer Support team
• Support newly established APAC Customer Supports Teams through meticulous end-to-end issue resolution protocols and guidance

• Sourcing and managing key clients through creating innovative logistic solutions
• Managing proposals and negotiation with key clients
• Working in synergy with various departments to curate sustainable solutions for key clients
• Worked in synergy with various departments to curate sustainable solutions for key solutions and provide after-sales support

• Create strategic partnerships to generate new leads
• Providing value added solutions to Corporate Marketing Department on Marketing Activities
• Manage membership retention and recruitment ideas for all 7 flagship salons
• Effectively execute and manage all marketing and advertising campaigns in alignment with firms' marketing and branding guidelines
• Effectively negotiate and manage deals with all external vendors, with firm's best interests in mind