Charles Lo

Leading operational activities focusing on funnel design and landing page development, implementing GoHighLevel automation for client onboarding and lead nurturing, and coordinating with internal teams to deliver client-ready funnels and landing pages on tight deadlines.

Provided comprehensive support for production incidents, implemented effective workarounds, and delivered second-level support with remote standby availability for prompt operational assistance. Organized and facilitated weekly meetings with the UMB SO team to address incident management challenges, including Root Cause Analysis (RCA), defect fix briefings, monitoring action planning, and SLA analysis. Managed operational tasks to meet KPIs and SLAs, including incident EDO tickets, CSC tickets, and service requests. Conducted knowledge-sharing sessions on troubleshooting techniques and system log analysis to enhance team competencies. Created dashboards for data visualization (QuickSight) and implemented AI-based anomaly detection to support data-driven decision making. Designed and built 15+ landing pages and implemented GoHighLevel automation to improve client conversions.

Provided comprehensive incident management support, including RCA, SLA analysis, weekly meetings, knowledge sharing, and automation to improve uptime and client conversions. Led funnel and landing page design using Figma and GoHighLevel to deliver 15+ pages within two months; created CRM workflows and email automation to optimize client conversions; collaborated with developers, QA, and infrastructure teams to escalate and resolve critical incidents; monitored production systems to ensure uptime and smooth operation; supported end-users and internal teams by troubleshooting application and workflow issues. Regularly reported KPI/SLA metrics and delivered second-level support with prompt operational assistance.