Yang J

Business Development Executive (Operations Focus)

Jun 2025 - Present • 11 mos

Managed and optimized the promoter (agent) ecosystem supporting mobile game apps, overseeing gift code pages, recommended agent slots, online stores, and community resources to drive sustainable conversion performance. Monitored key KPIs including giftcode conversion rate, paid conversion ratio, response time, and service quality, executing coaching, optimization guidance, and resource reallocation based on performance data. Recruited, onboarded, trained, and evaluated 17 trial promoters,successfully promoting 5 high-performing promoters to official Level 2 status through structured assessments and interviews. Led multiple conversion optimization initiatives, including promoter bio restructuring, Meta Business Suite automated response and follow-up workflow redesign, lead-to-payment communication optimization, and gift code task flow improvements. Conducted operational A/B-style tests, identified underperforming funnels, and executed timely rollbacks to prevent sustained conversion loss. Audited real promoter chat interactions to extract and standardize high-performing communication patterns, improving response rates (95%+) and overall player experience. Acted as escalation owner for promoter-related complaints, performing independent investigations using chat records and system data, issuing warnings, suspensions, or corrective actions as required. Supported digital feature launches, producing communication templates, operational guidelines, and feedback summaries for management.

Customer Service Executive

Feb 2025 - May 2025 • 3 mos

Handled 4,000+ monthly player inquiries related to payments, accounts, rewards, and gameplay issues while maintaining service accuracy and efficiency. Improved customer satisfaction rate from 80.6% to 96.8% within three months by refining communication tone, mastering workflows, and reducing resolution time. Managed ticket creation and email follow-ups for unresolved issues, ensuring proper escalation and closure. Performed quality control tasks including fake invitation detection, avatar moderation, and report handling, protecting platform integrity.