Singapore, Singapore
As a results-driven professional with nearly two years of experience as an Advertising Account Executive at TDCX Singapore, I built a strong foundation in client relationship management, digital marketing strategy, and campaign optimization. My time in advertising deepened my understanding of data-driven decision-making and cross-functional collaboration. Recently, I transitioned into a new role as an Assistant Business Analyst at TDCX Singapore to take on fresh challenges and broaden my skillset in analytics, strategic planning, and business process improvement. I’m passionate about using data insights to drive operational efficiency and deliver meaningful impact for both internal teams and clients. I thrive in fast-paced, growth-oriented environments and enjoy tackling complex problems that require both creativity and analytical thinking.
- Support contact centre operations with daily, weekly, and monthly performance reports covering core KPIs, SLAs, and client metrics. - Prepare and maintain interactive dashboards and scorecards to give stakeholders real-time visibility of performance trends and variances. - Extract, clean, and consolidate data from multiple internal systems to ensure accurate, timely analytics for operational and strategic decisions. - Perform deep-dive analysis on volume, efficiency, and quality indicators to identify gaps, root causes, and opportunities for performance improvement. - Collaborate with Operations teams to translate business questions into clear analytical outputs and data stories.
- Achieved Top 1 revenue growth for Meta Ads, focusing on SME businesses (namely Singapore, Malaysia, Philippines, and Australia) for Quarter 2 in Year 2024. - Maintain good quality assurance (QA) of the calls with SME advertisers and achieved QA scoring percentage above the benchmarks. - Achieved excellent customer satisfaction survey results from SME advertisers in resolving their advertising campaigns issue, which in turn delivers greater results for the marketer. - Oversees 180 SME accounts, generating up to $2 million in quarterly revenue, while conducting regular reviews to track campaign performance and resolving client issues quickly and effectively. - Established robust connections with clients, serving as their primary contact. - Used data analysis to anticipate and address problems before they escalated. - Monitor campaign performance, provide insights and recommendations for optimization, and maintain ongoing communication with clients to foster long-term partnerships. - Aware the new social media sites, digital marketing trends to enhance brand awareness in the digital space.
- Develop and implement effective media strategies and plans to maximize the reach and impact of advertising campaigns. - Conduct market research and analysis to identify media consumption habits, trends, and opportunities. - Define target audience segments and their media preferences through data-driven insights. - Determine appropriate media channels (television, radio, print, outdoor, digital, social media) based on audience reach and campaign objectives. - Allocate and manage media budgets, negotiate rates with vendors, and optimize media placements. - Collaborate with creative teams to develop impactful advertising messages aligned with media strategies. - Monitor campaign implementation, track performance metrics, and provide regular reports and insights to clients. - Continuously optimize media plans based on campaign performance and market conditions. - Build and maintain strong client relationships, acting as a trusted advisor on media planning and advertising strategies. - Stay updated with industry trends, advancements, and best practices.
- Awarded Best Performer in TDCX Malaysia in achieving Sales & Revenues KPI for Google AdWords and showing continual concerted efforts throughout the year 2022. - Provided consultation for advertisers specifically optimize AdWords (PPC) campaign components including Ad Copy, Bid Prices, Cost per Conversion, Cost per Click, and Keyword Research. - Guided advertisers on Adwords products and deliver the best practices to ensure the right strategy is implemented which results in improvement as well as maximum efficiency. - Created performance reports with recommendations for improvements and help the advertisers to track the funds in the account and knack of implementing new technologies and automation capabilities that enhance SEM efforts.
- Implement and execution of Ads for both digital and traditional for a portfolio of GroupM Agency’s clients. - To monitor, manage and report on clients’ budgets and campaign KPI’s. - Maintain good relationship with GroupM Agency Planners and ensure timelines are adhered to and workloads are managed effectively. - Work closely with all team members to improve working efficiency and effectiveness. - Establish effective collaboration and trustworthy relations with traditional vendors. - Provide actionable and insightful mid and post campaign reports to improve in-flight optimizations and future campaign brief recommendations. - Train and guide new joiners on their on-job-training in progression of getting their authority - Assist and provide insights for the newly joined Campaign Delivering Manager on her transitioning period.
- Provide guests the best experience to exceed their expectations. - Time management to cater high guests/customers during rush hours. - Had a chance to develop bartending skills within 3 months. - Liased with other departments to maintain smooth operation. - Handled hotel guests requests and complaints. - Handle paperwork and reservations in a timely manner. - Upsell hotel products (food and beverages) and services to customers.