Business Analyst (CEO Office)

Acting as the right hand of the CEO, I lead the Customer Service and Key Account Management (KAM) teams to drive execution, streamline operations, and achieve measurable business growth across departments.

• Sales Growth & Team Management – Led the KAM team with weekly 1:1 coaching and performance tracking, resulting in a 60% increase in Marketing Ads sales from Q2 to Q3 2024. Developed commission logic, managed KPI bonuses, and implemented sales dashboards to align goals and boost performance
• Customer Service Excellence – Reorganized the CS team with a focus on automation and quality. Introduced Zendesk, QA AI tools, and CSAT tracking, reducing workload by 30% while improving service consistency. Built a Slack-based automation system using Zapier to streamline workflows and case handling
• Strategic Partnerships & Market Expansion – Closed key distribution partnerships with VELTRA and Tiqets, integrating GoWabi's services with OTA and e-commerce platforms. Aligned internal operations to meet partner system requirements
• Investor Relations (PTT – OR) – Served as the primary contact for investors and analysts, delivering operational insights and preparing reports for AGM and Board of Directors meetings
• Data-Driven Business Development – Scraped and prioritized leads in Thailand and Indonesia using open-source tools and marketplace data (Google reviews, GMV). Built a price monitoring dashboard and prediction model to reduce booking rejections and support sales planning
• CEO Strategy Execution & Cross-Team Coordination – Supported the CEO by tracking executive action items across leadership (CTO, CCO, Head of Marketing, Commercial). Rolled out KPI tracking for Account Manager on-site visits and ensured follow-through on strategic directives

• Evaluated and updated 60+ supply management processes across Europe
• Enhanced workflows for purchasing teams, integrating Microsoft Planner and SharePoint
• Supported unified automotive certifications and process improvement initiatives