CX Quality Assurance at TD CX Malaysia

Lead quality assurance for Google Ads campaigns; conduct call audits for 20-25 agents; calibrate call audit reports with Operations and Clients; analyze patterns affecting call quality and CSAT; conduct coaching sessions; collaborate with Operations, L&D, and Clients to formulate strategic plans to improve call quality at market level.

Account Manager (Google Ads Onboarding) at TD CX Malaysia

Trusted account manager for around 400 Google Ads accounts in the Indonesia market; analyze client issues and opportunities and deliver reliable recommendations to achieve KPI; understand client business goals and recommend relevant keywords, ad formats, and audiences; educate clients on new Google Ads features and provide reviews on performance.

Supervisor Retail Engagement at Hasanuddin University, Indonesia

Led a team of 14 subordinates (7 Retail Engagement Executives and 7 Trade Assistants) covering around 2,800 retail stores; analyzed business opportunities within assigned territories and ensured product distribution met territory needs.

Head Coach for English Debating Club at Bosowa University

Head Coach for English Debating Club; updated curriculum and prepared delegates for national debating championships (NUDC).

Head Coach for English Debating Club at Athirah Baruga Islamic High School

Head Coach for English Debating Club; updated curriculum and prepared delegates for English Debating Championship.