Yang Jun Dong
Puchong
Summary
Operations and marketing-focused professional with hands-on experience supporting a mobile game app across Customer Service and Business Development (Operations) functions. Proven track record in conversion optimization, promoter (agent) ecosystem management, data-driven operations, and digital funnel improvement. Experienced in scaling operational processes, optimizing communication strategies, and maintaining performance stability under platform and external constraints. Seeking roles in Operations, Marketing, or Digital Marketing.
Overview
2
2
years of professional experience
Work History
Business Development Executive (Operations Focus)
Joygo Sdn. Bhd.
06.2025 - Current
- 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
Joygo Sdn. Bhd.
02.2025 - 05.2025
- 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.
Marketing Intern
OGAWA Malaysia - Healthy World Lifestyle Sdn. Bhd.
06.2024 - 08.2024
- Coordinated marketing campaigns across social media platforms (Facebook, TikTok, YouTube), driving engagement and brand awareness.
- Supported event management for product launches and roadshows, managing logistics, registration, and customer interactions.
- Liaised with creative agencies to develop promotional materials, including flyers, booklets, and advertisements.
- Conducted market research and mystery shopper visits to evaluate competitors, resulting in actionable insights for improvement.
- Managed administrative tasks, including purchase orders and quotation comparisons, ensuring alignment with Finance and HOD approvals.
Education
Bachelor's (Hons) - Advertising and Digital Marketing
University of Greenwich
01.2024
Diploma - Business Administration
SEGI College Subang Jaya
01.2022
Skills
- Operations & Growth Management
- Marketing Operations & Funnel Optimization
- Digital Marketing Support
- Conversion Rate & KPI Analysis
- Promoter / Agent Management & Enablement
- Community & CRM Operations
- Process Optimization & SOP Development
- Cross-functional Coordination
Languages
English
Upper Intermediate
B2
Chinese
Advanced
C1
Malay
Intermediate
B1
References
Sin Yen (Senior Marketing Manager- OGAWA Malaysia)
016-2734074
Timeline
Business Development Executive (Operations Focus)
Joygo Sdn. Bhd.
06.2025 - Current
Customer Service Executive
Joygo Sdn. Bhd.
02.2025 - 05.2025
Marketing Intern
OGAWA Malaysia - Healthy World Lifestyle Sdn. Bhd.
06.2024 - 08.2024
Bachelor's (Hons) - Advertising and Digital Marketing
University of Greenwich
Diploma - Business Administration
SEGI College Subang Jaya