Mar 2024 – Nov 2025 · 1 yr 8 mos · Singapore

• As part of the Corex org., I lead product strategy and roadmap for Grab’s support, trust, and safety automation platform that enables millions of self-service resolutions across customer, merchant, and driver support journeys. In essence, the name of the game is to scale automations and workflows across Grab’s ever evolving verticals and features — GrabFood, GrabMart, GrabExpress, GrabRide, and more.
• Impact:
• Built and maintained SQL-based data pipelines to ingest, transform, and analyze user activity and fraud signals, enabling real-time Trust & Safety decision-making across multiple feature services.
• Lead end-to-end development of a 0 to 1 platform that powers resolution workflows, in-app support journeys, and LLM-driven automations across different business verticals, including safety and trust.
• (Internal Tooling) Enabled internal teams to launch support services 80% faster by streamlining the development process for both new and existing business verticals.
• (Automated Issue Resolution Flows) Enabled real-world deployment of automation at scale across driver, merchant, and user apps across 7 countries.
• (Contextual Messaging Systems) Lead cross-functional collaboration with the communications team to apply behavioral nudges and real-time in-app messaging, increasing driver and merchant response rates by 32% and 15% during live operation incidents.
• Defined APIs and integration patterns that enable workflow creation and automation.
• (In-App Help Centers and Chatbots) Partnered with engineering, operations, design, and data science to increase automation coverage rates by an additional 18% by prioritizing high volume support issues and premium user segment first.
• (LLMs, ML, and NLP, in collab. with OpenAI System Engineers) Standardized SOPs and business policies into structured, machine-readable formats, enabling LLMs and rule engines to execute support logic autonomously — specifically for complex in-transit and post-ride workflows.

Oct 2022 – Sep 2023 · 11 mos · Woodland Hills, CA · On-site

• Prepared comprehensive product definition, detailing shore excursions, P&L, competitive review and quality data for core products
• Conceptualized enhancements to existing products and develop solutions for current quality challenges
• Owned the entire development cycle, from concept to test to implementation to quality evaluation for core products
• Led cross-functional teams to migrate our legacy booking engine to the cloud, merging three legacy tools into a single experience.
• Empowered global sales teams by improving customer relationship management platform to enable ease of use, automate AI chatbot features, and implement AI privacy tools.

Feb 2021 – Sep 2022 · 1 yr 7 mos · Playa Vista, California, United States · Hybrid

• Leveraged Tableau, Hotjar, Google Analytics, and Google Tag Manager to gauge conversion performance on behalf of our clients, including AT&T, MAX, CenturyLink, and T-Mobile.
• Using A/B testing, I optimized our customer journey sales funnel, leading to a 6% month-over-month increase in conversion rates and generated more than $7 million in sales for 2022.
• Collaborated with design, engineering, customer service, and data teams to develop a company wide chatbot initiative to offload customer inquiries by leveraging Twilio’s chat API. We later combined our chatbot to sync with our interactive voice response system.
• Tested and optimized various customer acquisition paths such as chat, e-commerce, email, SMS and voice.
• Responsible for supporting the launch of new products across marketing channels, maximizing revenue and margin from existing products, and deeply understand the needs of internal and external stakeholders.
• Operated cross-functionally to quickly iterate, launch and track customer sale funnel enhancements.
• Supported the creation of product strategies and vision for several high revenue clients.
• Managed prioritization and feature trade-offs between different roadmap initiatives.
• Supported mission-critical products and adhered to branding and legal restrictions.

May 2019 – Feb 2021 · 1 yr 9 mos · Greater Los Angeles Area

• Consulted small to medium businesses on their digital marketing and branding strategies.
• Managed and oversaw advertising, email, and promotional campaigns from start to finish.
• Optimized web analytics by tagging, tracking, and analyzing customer behavior and actions to create a better user experience for website visitors.
• Created customer personas to identify relevant attributes in order to clearly define and segment them for targeted messaging and personalization.
• Partnered with designers and developers to scope/QA new desktop and mobile site features.
• Leveraged APIs to automate image resizing, minification of Javascript and CSS, and asynchronous page loading.

Nov 2018 – Apr 2019 · 5 mos · Los Angeles, CA · On-site

• Built, tested, and delivered marketing and programmatic e-mail campaigns promoting family, solo, group and honeymoon vacations.
• Contributed to building our internal project management tool using HTML, CSS,
• and Javascript.
• Developed paid digital advertisements surrounding promotional events.
• Managed and executed Google Ad and social media campaigns.
• Worked collaboratively with designers and developers to increase organic, referral, and direct traffic, including optimizing meta tags and page load speed.
• Budgeted advertising funds across multiple stakeholders.
• Helped establish and roll out better agile development practices between the marketing and development dept. to prevent feature creep and launch delays.

Oct 2017 – Nov 2018 · 1 yr 1 mo · Greater Los Angeles Area · On-site

• Collaborated with creators and growth marketers to plan, launch, and measure across marketing campaigns on a bi-monthly basis.
• Produced e-mail campaigns while ensuring proper rendering across different browsers and devices.
• Analyzed data from landing pages, e-mail click-throughs, & trackable links to gain customer and product insights.
• Leveraged creative tools such as Photoshop, Lightroom, and Dreamweaver to execute all web deliverables.
• Drove online revenues by 13%, decreased fulfillment errors by 33% and trained twenty store managers to use a new online ordering software.
• Worked alongside our third-party development team to implement new site functionality and created product roadmaps while managing all budgetary reports.

May 2016 – Oct 2017 · 1 yr 5 mos · Greater Los Angeles Area

• Established relationships with small to medium business owners by identifying where their CRM and POS systems were being underutilized.
• Offered free marketing consultations, specifically on how to increase brand awareness, minimize customer service issues, reduce shopping cart abandonment rates, and automate shipping operations.
• Cross-sold online marketing services to SMB owners by offering to develop and optimize their website, content, e-mail strategies, and e-commerce stores at different price points and bundled services.
• Negotiated prices based on the different levels of difficulty, time spent, quality, design features, scale, and the amount of maintenance required to sustain their online business.

Mar 2016 – May 2016 · 2 mos · Singapore · On-site

• Communicated market campaign strategy proposals with senior management across various departments and utilized customer data to present findings to internal stakeholders.
• Used data analysis and human-centered design to analyze product use, established KPIs/OKRs, and identified customer pain points to relieve friction.
• Maximized efficiency in a constantly evolving environment where creative solutions are the norm and developed strategic partnerships.
• Executed content strategy campaigns to help drive and increase brand awareness among tech and design communities.

Aug 2014 – Jan 2015 · 5 mos · World

• Traveled to 5 countries: Turkey, Thailand, Laos, Cambodia, South Korea
• learned Search Engine Optimization
• learned email marketing
• listened to the e-book Mobile First
• learned basic Thai language
• participated in peaceful protests in Turkey
• repaired motorcycles in Laos
• conferred with a Buddhist monk
• Read 4 books: Never Eat Alone, The Magic of Thinking Big, Zero to 1, The Krishnamurti Reader