Singapore
I’m a Senior Product Support Analyst with 5+ years of experience in enterprise-grade operations, embedded within a leading global social media platform’s client support organisation. I specialise in e-commerce and paid social advertising products, managing complex platform investigations, high-tier client escalations, and SLA-driven case resolution at scale — averaging around 300 cases monthly. My work sits at the intersection of technical problem-solving and client communication. I translate complex platform findings into clear, actionable business guidance — owning cases end-to-end from initial investigation through to resolution, and managing relationships with enterprise-tier clients via email and live engagement. One project I’m particularly proud of: I independently conceptualised, built, and deployed an AI-powered response tool to improve the quality and consistency of written communications to clients. It wasn’t part of my job scope — I saw a gap and filled it. The tool reduced average handling time and raised the standard of client-facing communication across the team. Before my current role, I managed large-scale national programmes at a Singapore statutory board — overseeing budgets up to SGD 100,000 and contributing to a national initiative that supported over 21,000 individuals. That experience gave me a strong foundation in stakeholder management, operational governance, and programme delivery.
Embedded within a leading global social media platform’s client support organisation, specialising in e-commerce and paid social advertising products. •Investigate and resolve complex platform issues for enterprise clients — ~15 cases daily (~300/month) — within strict SLA requirements across e-commerce and paid social integrations. •Manage high-tier client communications via email and live chat; translate technical findings into clear business guidance and own escalations end-to-end through root cause resolution. •Built and deployed an AI-powered response agent to generate contextually tailored replies for clients, improving response consistency and reducing average handling time. •Developed escalation documentation and identified recurring platform patterns, driving workflow improvements adopted across the team. •Support queue governance and quality oversight; consistently recognised for process improvement and work quality.
Managed operational execution of live productions including scheduling, budgeting, and vendor coordination.
•Managed nationwide programmes serving 500+ beneficiaries with end-to-end budget ownership up to SGD 100,000. •Contributed to Singapore’s national COVID-19 financial assistance initiative, supporting 21,000+ individuals. •Led budget planning, vendor evaluation, and tender exercises up to SGD 100,000.
Managed onboarding and contracts for 100+ lecturers; streamlined documentation workflows to improve processing efficiency.