Oct 2024 – Present · 1 yr 5 mos · Bengaluru, Karnataka, India

Jan 2021 – Oct 2024 · 3 yrs 9 mos · Singapore

• Betafi is an end-end UX research platform that allows companies to recruit testers, test and synthesize in one place. Check out the latest updates at: https://www.betafi.co/blog

Aug 2020 – Jan 2021 · 5 mos · Singapore

• Entrepreneur First is the world’s leading talent investor. We invest time and money in the world’s most talented and ambitious individuals, helping them to find a co-founder, develop an idea, and start a company. So far, we’ve helped 2,000+ people create 300+ companies, worth a combined $2bn

May 2018 – Aug 2020 · 2 yrs 3 mos

• Created Singtel's first all digital brand, GOMO (gomo.sg/mobile). Conceptualized the product and the brand and brought to market within 6 months.
• Responsible for product construct, roadmap, pricing, P&L, customer journeys,
• growth & customer retention, Payment & app.
• Built GOMO from the ground up and led it to its 1st 100k customers.
• Expanded GOMO to Thailand (https://gomo.th/) and Philippines (https://www.gomo.ph/)
• More about GOMO: https://www.straitstimes.com/tech/how-singtel-got-it-right-with-its-mobile-plan-for-millennials

Jun 2015 – Apr 2018 · 2 yrs 10 mos

• Led the launch of a system to allow the call-center agents to see customer’s detailed data usage to better handle customer’s data related disputes.
• Introduced in the mobile hotline, across 3 sites in Malaysia and Singapore (700 agents)
• Since the introduction, net savings of $0.5M/year as a result of savings in data waivers.
• Managed Admin fee waiver project to charge $10 for activation of roaming plans through hotline
• Worked with marketing to have clear communication to customer, with self-help teams to
• improve the activation journey for customer, with call agents to communicate rationale to charge
• Collections of $0.5M/year at call center and reduced roaming calls by 20% in 1 year.
• Improved the digitalization rate of roaming activations from 74% to 96% in 1 year.
• Built contextual IVR flows to reduce calls in the call-center and present customers with a faster IVR experience with less hoops.
• Enhanced the prediction flow for customers about to re-contract and built prediction flow for
• customers who have re-contracted and this deflected calls by 17%
• Built menus for re-contracting customers at Visual-IVR and this helped to deflect 600 calls daily
• Developed a program to make customers register for waiver cases at IVR. When fully operational,
• this will significantly reduce inbound calls, driving productivity savings in the call center.
• Worked closely with Networks and operation teams to build tools to better understand and improve customer’s network experience.
• Deployed crisis center workspace that monitors customer’s surfing experience of the mobile network
• and highlight any problems in a particular model, application, and area in real time
• Worked on the business case and tender of a solution that gives call agents the home hotline a
• better visibility of customer's wifi surfing experiencing, helping with fault diagnostics.

Jun 2014 – Jul 2014 · 1 mo · Singapore

• Tasked with identifying the next ‘Angry Birds’, developed a framework that predicts and measures virality & stickiness in mobile games. Developed a predictive model to guide Singtel’s game store (WePlay) in their content acquisition strategy as well as timing their marketing campaigns.

May 2017 – Jun 2017 · 1 mo · Sydney, Australia

• Worked on a project to increase the calls from higher ARPU SME customers to be handled by
• more experienced agents in Australia to improve customer experience. This was accomplished though a reduction in overall call demand from SME customers as well as better routing at IVR to minimize transfers

Aug 2012 – Jun 2013 · 10 mos · Greater Philadelphia

• Working in a startup in the healthcare industry, was heavily involved as the company pivoted its strategy towards quality improvement using data driven insights.