Unit it **** Asiawealth si lt Tower r

Leveriza ri Street tr t Pasay s City it

Situmorangeva01 it r @gmail.il. com

+639*********

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Eva Natalia

Situmorang

Education Bachelor of Science in Business Administration AMA University, Makati City Philippines

Graduate in 2011

Experience

Coordinates with SEA Market related with any campaign assets needed.

(Indonesia, Malaysia, Thailand, and Vietnam).

Monitor ticketing logbook file.

Jira expert.

Directly reporting to CMO.

Managing domains to be use for SEA Market clients. Managing Affiliates tracking links.

Involve in any projects such as: ILP (Interactive Landing page), and commercial management projects.

Involve in weekly, and project meetings.

Creates flow to manage SLA.

Create outside campaign.

Create Bonus configuration.

Create games configuration.

Create segments for tracker links.

Coordinate with BI for Tableau Access and reporting dashboard for the team.

Involve in incident meeting.

Involve in department meeting.

Reporting (Daily, weekly, monthly).

Buying and preparing domain for each campaign.

Testing new product/campaign start from scratch – UAT- Production.

Coordinate with Designer team for every request Banner, and creative brief.

Business Operations (Internal & External SEA Market) BigCat July 2021 - Present

Acquisition Marketing SEA Market(Conversion)

BigCat April 2021 - July 2021

Indonesian born, Manila based, Customer Service/Sales and Operations with more than 11 year experience in business. Responsible in operations and help developing new brands/ established market. Create Operation Flow and Process.

Create Operations SOP external and internal.

Attend Weekly and monthly Operation Meeting.

Conduct training to the client Introducing products, Front end and back end.

Back up to handle queries in skype group.

Standby in all operations group and make sure all attended. Create team schedule and make sure have enough manpower to support the operations.

Coaching session.

Create daily report handover.

Tracking all requirement and client request for enhancement

(Back end and front end).

Testing new products/game/function (Back end and front end). Follow up to relevant department for any issue/requirement. Helping for translation, and work with BA and project manager. Monitor JIRA and making sure all requirement/sprint are correct.

Coordinate with Business/Account Manager also sales. Monitor client top up platform balance.

Conduct an Interview for new candidates.

Conduct 3rd and 6th month evaluation review (probation period).

Monitor team and make sure all inquiries are attended with correct information.

Reporting to Marketing Director.

Create Operation Flow and Process.

Create CS SOP.

Conduct the Interview.

Attend Weekly Operation Meeting.

Attend Weekly Alignment Meeting with CEO & Directors. Conduct Coaching to both CS and Sales.

Help to Escalate Production Issue.

Sales /CRM Acquisition & Retention.

Managing CS and motivate Sales (Retention and Acquisition CRM).

Managing Schedule (CS and Sales).

Doing daily QA (Chat in Live Chat), Coaching.

Create enhancement front end and back end to support the production.

Discuss with QA IT, BA. (New product or hotfix).

Test new product start from UAT to Production.

Recruit and train new staff.

Customer Service Customer Service Operations Supervisor B2B

– SEA Market.

Cloversense (October 19 2020 – February 2021)

Operations Manager (CS/Payment/Marketing

Indonesia Market (B2C)

Netsurf Media Inc. (June 2018- October 2020)

Coaching expert.

Chat Checker/tickets, calls, email checker.

Review and detect internal error escalate to related team. Work with Team Lead/Trainer to identify training for the team. Develop to Quality of Service.

Organize status report (Daily, Weekly, Monthly and Incident). Communicating with Managers to discover of the team member status performance baselines.

Review various reports prepared by Team lead / officer involved Prepare / updates the KPI for the team.

Identify areas for improvement to maintain the quality and efficiency goal.

Conducting Incident Meeting.

Conducting Interviews

Case Investigator.

Monitored SLA tracker.

Testing New released UAT/Production.

Updating JIRA status.

Coordinating with BA/IT DEV about the requirement and logic . Attending Cross Department Meeting.

Creating SOP Monitor & improve brand quality and service. Ensuring the good performance of the Customer Service. Weekly measurement report for the Customer Service. Monthly Exam Composer.

Organizing holidays, Schedule, and training.

Carrying out performance reviews.

Escalated Issue to Apps support

Chat Supervision.

Daily report.

Monitored Cross Department group chat

Good Knowledge on SAP

Order Processing Management with end-to-end process such as order entry (create Sales Order from customer PO with Pick- Pack-Ship or Drop shipment process), delivered the goods to the customer on-time.

Generates & analyze daily report, cancellation report, open order and sales order report.

Coordinate closely with customer, sales person, sales manager in local country for the purchase order issue, logistics and warehouse personnel for the delivery of stock on-time to costumer.

Senior Supervisor QA– Indonesia Market (B2C)

2success Inc. (April 2016 – May 2018)

Customer Service Supervisor (B2C)

2Success Inc. (March 2014 – April 2016)

Customer Service Analyst

SC Johnson (December 2012 – March 2014)

Promptly to customer inquiries.

Handle, escalate and resolve customer complaints.

Obtain and evaluate all relevant information to handle. product and service inquiries.

Customer Service Specialist– Indonesia Market (B2C) Pacific sea Invest (November 2010 – November 2012) Specializations

Customer service, Marketing acquisition, Marketing retention Project management, Team management, Website Revamp Website Enhancement, Backoffice, Affiliates, Landing page, Tableau Jira Production, Jira Procurement

Projects

UI

Back-end

Enhancement

Website revamp

Back-end revamp

2Success

Netsurf

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