Singapore
• Customer Issue Management: Tracked and analyzed Mercedes-Benz customer feedback via Jira on a daily basis, collaborated with R&D teams to identify root causes and drive product optimization and version iteration • Quality Assurance: Led internal product testing with comprehensive test cases, managed customer issue retesting to ensure fix effectiveness and product stability • Product Optimization: Analyzed customer requirements and use cases to provide actionable optimization recommendations, driving product iteration and user experience enhancement • AI Workflow Automation: Built Claude Code automation workflows with custom Skills for basic issue analysis, simulation testing, and Feishu dashboard updates, improving daily productivity by 40%
• Order Fulfillment Governance: Owned TikTok Shop Southeast Asia order fulfillment governance strategy, monitored delayed fulfillment rate and merchant-responsible cancellation rate via daily dashboards • Root Cause Analysis & Enforcement: Conducted in-depth root cause analysis on negative metric spikes, identified responsible parties (merchants/logistics/platform), and executed control measures and penalty protocols • Service Strategy Design: Participated in defining analytics metrics and merchant penalty strategies for next-day and same-day delivery services in Southeast Asia, driving logistics efficiency improvement • Process Standardization & Smart Automation: Collaborated with customer service to identify standardizable and automatable scenarios, documented SOPs, and drove smart automation implementation • Strategy Communication & Launch: Authored strategy documentation, led internal training and merchant communication sessions to ensure smooth strategy rollout and execution • Data Dashboard & AI Reporting: Built end-to-end data dashboards for core metrics and developed AI workflows to auto-generate daily/weekly root cause analysis reports for team review
• Supply Chain Optimization: Addressed inventory overstocking for Deli/Jetech brands by building Python-based ARIMA forecasting model, transitioning from manual experience-driven to automated data-driven sales prediction, reducing slow-moving inventory by 15% • Supply-Demand Matching: Monitored daily inventory demand via dashboards, dynamically adjusted safety stock thresholds to improve order fulfillment timeliness and product quality standards • Cross-Functional Coordination: Coordinated collaboration between 2 large warehouses and suppliers, resolved customization requirements (engraving, specific colors) and delivery logistics
• Product Requirement Management: Supported PM in tracking customization requirements for key clients (BMW, Geely), maintained product backlog in JIRA, successfully identified and helped resolve 10+ potential schedule risks during internship • Agile Collaboration: Deeply engaged in R&D team's daily agile iterations, led cross-departmental communication and resource coordination to ensure project milestones were met on schedule