R

Rodelle Anne Guiam

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Metro Manila, Philippines

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work
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Résumé

Jobs verified_user 0% verified
  • Bitget
    Operations Excellence Analyst
    Bitget
    Oct 2024 - Current (1 year 9 months)
    As an Operations Excellence Analyst, I increased ChatBot intent accuracy by 12% and tagging accuracy by 20%, resulting in an upward resolution rate. I optimized the platform knowledge base to enhance ChatBot reliability and performed data analysis on support inquiries across regional teams, covering both standard and VIP users. My role involved analyzing recurring issues to resolve operational inefficiencies and proposing process improvements. Additionally, I coordinated and set schedules for customer service data review meetings involving Regional Team Managers, the Customer Service Team Leader, and Product Managers. This scheduling ensured that proposed business process improvements were effectively managed, whether they were accepted or
  • Bybit
    Operations Specialist
    Bybit
    Jan 2023 - Sep 2024 (1 year 9 months)
    Directed cross-functional project management of platform-wide campaigns including token listings and product launches. Spearheaded marketing operations for the English market while coordinating local markets operations. Developed an efficient workflow to streamline project implementation for both project owners and operations teams. Collaborated with engineering to build a centralized system that reduced promotion operations workload by 80%.
  • S
    Senior Client Service Analyst
    Jul 2021 - Dec 2022 (1 year 6 months)
    Facilitated mentorship program for new analyst to ensure quality user experience. Redesigned the platform's Help Center knowledge base which reduced the incoming support inquiries.
  • C
    Client Service Analyst
    May 2020 - Jun 2021 (1 year 2 months)
    Increased CSAT through accurate and timely resolution of user concern. Improved new user acquisition and retention by simplifying complex platform features to user-friendly guidance.