Audrey Wong

Experience

• 

  Call Levels

  Jan 2018 - May 2018

  Quantitative Analyst

  Involved in the back-testing of trading strategies

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  Shopee

  Sept 2019 - May 2022

  - Engaged local markets CS representatives in understanding pain points faced on the ground in managing CS tickets- Prepared Business Requirement Documents (BRD) for product & feature requests- Coordinated the User Acceptance Testing (UAT)- Developed user guides and conducted training sessions- Launched Customer Service Agent information search system for all markets which led to a 2% increase in agent productivity- Launched Dispute Agent workstation system which led to a 5% decrease in case resolution time and 100% increase in agent productivity- Developed Regional Reports to track the Key CS KPI data across markets (Eg. Backlogs)- Managed project deadlines and ensured that all stakeholders are aligned on the progress of the project Show less

  • Regional Operations Senior Associate - Customer Service

    Jul 2021 - May 2022

  • Regional Operations Associate - Customer Service

    Sept 2019 - Jun 2021
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  SeaMoney

  May 2022 - now

  Product Manager

  - Prepared PRDs for product & feature solutioning and coordinated UATs- Developed integration solutions with upstream and downstream systems to ensure automated passing of data with the use of API domain knowledge- Supported bugs reporting and issue tracking- Developed playbook for data tables and strategy documentations to support data analysis and strategy configurations- Streamlined processes between Business, PM and Dev team to reduce communication inefficiencies- Managed multiple stakeholders and project timeline Show less