FREDA FEI

Achievements:

• Variant Listing Enhancement: Led the successful launch of the 'Variant Listing' feature, accommodating the onboarding of thousands of new products daily while ensuring an exceptional customers product discovery experience.
• Aftersales Refund Automation: Spearheaded the launch of an automated aftersales refund portal, reducing manual workload by 40% and a 30% reduction in refund processing time, enhancing aftersales customer journey.
• Freescout Ticketing Implementation: Successfully implemented Freescout as the platform's ticketing service, optimizing customer inquiry handling flow, improving customer support efficiency by 30%.
• Design Process Optimization : Optimized design team task management process by creating an internal request portal and customized Jira board, resulting in enhanced task visibility and data-driven workload management.

Responsibilities:

• Facilitate stakeholder discussions to define project objectives and conducted gap analysis for process improvement.
• Support the Project Owner in delivering the End-to-End project, ensuring timely issue resolution and adherence to timelines.
• Translate high-level business requirements into detailed epics and user stories, maintaining a repository of acceptance criteria scenarios and lean documentation for all delivered functionality.
• Coordinate and manage multiple tasks to meet project deadlines by collaborating with cross-functional teams, providing regular updates on progress to stakeholders and leadership.
• Collaborate with stakeholders to identify and recommend enhancements for improving the overall customer experience and operational process.
• Facilitate Agile ceremonies, including stand-ups, sprint planning and backlog grooming, guiding development teams in Agile best practices.
• Utilize tools such as Jira, Confluence, Visio and Miro for project documentation across the software development life cycle(SDLC).

Achievements:

• Brand Launching: Successfully launched two home & living brands, managing end-to-end processes from sourcing to launching in collaboration with design, IT, buying, and marketing teams.
• Product Packaging Standardization: Led cross-functional project to standardize packaging for thousands of SKUs, collaborating with both internal and external stakeholders, resulting in improved safety and reduced product damage.

Responsibilities:

• Optimized the existing operational workflows to improve efficiency, including streamlining demand forecast and pricing review processes.
• Monitored KPIs and generated regular reports on category performance and market position to drive informed decision-making.
• Oversaw end-to-end procurement process, cultivating strong supplier relationships, and conducting market research to identify new sourcing opportunities.
• Led demand forecasting across categories and collaborated with cross-functional teams to optimize strategies and initiate timely reorders.

Responsibilities:

• Managed and optimized product listings across multiple channels, boosting visibility and sales, enhancing customer engagement.
• Conducted competitor analysis and market research reports.
• Collaborated with marketing for effective promotions, driving sales growth.

Responsibilities:

• Delivered exceptional customer service through personalized consultations.
• Achieved all targets, including customer service and sales targets.
• Provided follow-up and after-sales support through email and phone communication.