(2 years 5 months) • Spearheaded end-to-end data operations for AI-based eKYC products used in APAC fintech ecosystems, optimizing annotation workflows for face match and document OCR models. • Maintained 99%+ annotation accuracy across biometric and identity document pipelines through SOP optimization, real-time QA, and root cause resolution. • Collaborated with Chinese R&D to launch internal data monitoring dashboards, enabling live tracking of annotation efficiency, fraud signals, and data quality issues. • Defined scalable vendor management frameworks supporting 50+ external annotators and growing part-time teams by 200%. • Collaborated with the product team to reduce operational cost by 30% by improving automation and data processing workflows, eliminating redundancies, and optimizing task allocation. • Designed cross-functional training modules on biometric product behavior and edge-case handling, enhancing internal knowledge across operations, support, and product. • Delivered weekly analysis reports to stakeholders highlighting anomalies, KPI shifts, and product-impacting data insights. • Partnered with risk and fraud units to develop behavior-based fraud detection patterns. • Built partnerships with multilingual data providers to rapidly scale labeling capacity and boost AI coverage in emerging markets. • Acted as a Mandarin-English-Bahasa bridge between engineering, operations, and client teams, streamlining critical alignment discussions.

4 years 1 month (1 year 7 months) • Led end-to-end management of CRM system operations, including service delivery, maintenance, and customer incident resolution for enterprise telecom clients. • Acted as the lead production engineer overseeing major deployment and configuration of system features and risky upgrades in live environments. • Conducted comprehensive system testing and applied corrective actions to address incidents, ensuring service reliability and meeting 98%+ SLA targets. • Developed Unix shell scripts and SQL queries to automate diagnostics and improve system monitoring efficiency. • Provided architectural guidance to clients and collaborated closely with internal R&D teams to support stable system rollouts and issue resolution. • Delegated operational tasks and coordinated team resources to resolve trouble tickets effectively and enhance team throughput. • Monitored key system KPIs regularly to maintain performance benchmarks and ensure consistent service delivery. • Conducted technical training for both junior engineers and clients, ensuring adoption of new system functionalities and reducing onboarding friction.

(2 years 7 months) • Perform BSS operations within the production system. • Lead major implementation activity as discussed with the client. • Actively solve business&operational issues and provide solutions. • Monitor production servers to ensure it is running optimally. • Optimize Unix and monitoring script to increase efficiency. • Collaborate between customers and back-end technicians to ensure proper operations.

• Trained to further understand the platform and internal configurations of telecommunication products, such as OCS, PCRF, and CRM configurations. • Assisted in analyzing and sorting API data. • Presented trained knowledge of the entire period.

• Trained to understand the software product involving in telecommunication CRM operations and SQL database operations. • Presented knowledge and insights into the training procedure. • Collaborate with fellow interns and conducted a social activity with colleagues.