Selected highlights
2022-2023
Launched a comprehensive live chat experience, including self-service features, where customers can manage their orders (Shopify integration) and go through automated response flows powered by AI.
Built an interactive Help Center integrated with a new helpdesk platform, featuring self-service features, articles recommended by AI, and ongoing updates made directly by the CX team (i.e. around new product launches).
Focused on customer segmentation strategy to personalize customer experience based on demographic data, purchase history, and customer satisfaction, resulting in increased satisfaction and loyalty.
Launched the company's first review system, and created an ongoing Surprise and Delight program, resulting in improved repeat purchase and customer retention rates.
Created an omnichannel customer experience - including multiple channels for customers to connect with the support team. Launched WhatsApp to accommodate customers across the globe.
Developed a strategic plan to improve operational efficiency, including the launch of a global shipping program to over 50 countries across the world, resulting in improved conversion and CSAT.
2019-2022
Developed customer experience policies, extensive SOPs, FAQs, and training materials to ensure smooth onboarding for the new members of the support team, and the highest standard of customer experience.
Oversaw and managed the rewards and loyalty programs, including direct-mail customer appreciation campaigns and special offerings for repeat customers.
Cross-collaborated with other teams and regularly relayed customer feedback to ensure a seamless experience for customers.
Came up with a concept and executed a first in the company's history campaign for Mother's Day, including a special product offering, targeting a new audience for the brand - parents.
A personal note delivered to customers who purchased the Motherload set, in collaboration with Dipsea.
Managed and expanded the review program, including review seeding ahead of product launches and Q&As on product pages.
2023-2024
Launched live chat as a new support channel, including quick reply rules to improve first-time response times. Created chat campaigns on product pages to engage with customers and improve conversion.
Advised the leadership on how to enhance customer experience and improve customer happiness by making small but significant changes, such as improving the FAQ or tracking revenue generated from CX.
Led the company's transition to new CX software. Built a comprehensive structure for the CX department, inclusive of interactive bilingual macros, tagging system, and CSAT survey.