• Delivered end to end onboarding for payroll clients using standardised checklists and delivery workflows • Facilitated kickoff calls, aligned expectations and coordinated handoffs between internal delivery teams • Identified blockers early and resolved issues that shortened onboarding by more than 15 days • Guided clients through compliance requirements and early adoption of platform features • Logged and escalated product gaps while maintaining transparency and trust with customers • Tracked onboarding milestones and ensured clients completed required data and configuration tasks

• Managed APAC investment clients through adoption reviews, usage analysis and structured check in cycles • Guided customers towards high value features to increase platform stickiness and reduce friction • Identified churn risks and flagged them early to Sales and leadership • Reduced support escalations by 30 percent by improving workflow clarity and client education • Served as the primary point of contact for documentation, enquiries and expectation management • Supported Sales with account insights for renewals and upsell opportunities

• Delivered complex registration builds for Avolio, Swapcard’s enterprise product, including conditional logic, payment rules, invitation flows and role based access • Managed full lifecycle implementation from scoping and build to UAT, launch and post event optimisation • Stress tested builds by identifying edge cases, breaking flows deliberately and validating outputs to prevent onsite issues • Managed attendee data pipelines aligned with GDPR, including imports, mappings and CRM integrations • Provided day to day technical support, maintained SLAs and coordinated escalations with Product and Engineering • Delivered client training, documentation and onsite operational preparation for events of up to 22,000 attendees • Acted as product expert in pre sales conversations with Sales and Solutions teams • Standardised workflows and templates adopted across teams, reducing setup time by 13 days and cutting data errors by 40 percent

• Led the APAC virtual event strategy during the COVID-19 pivot, overseeing the customer experience workstream and platform operations enabling delivery of flagship Forbes conferences. • Developed scalable frameworks and cross-functional alignment to drive strategic impact, customer engagement, and business growth., • Supported high-profile C-suite delegations across Asia with concierge-style service.

Led planning and execution of IBM regional conferences across APAC

Managed digital campaigns, event registration portals and C suite delegate experience

Improved member services and partnerships to strengthen retention

Increased net revenue and reduced operating deficit for the department, a first in club's running records.

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