Haoyang Ho

• Owned global Self-Service strategy and outcomes for Buyer and Seller Help Centers across APAC, EMEA, and AMS, while double-hatting as interim Automation PM.
• Drove MoM improvements in self-service effectiveness, lifting Buyer Resolution Rates from 55 to 64% and Seller Resolution Rates to 68 to 75%.
• Led global FAQ quality revamp, co-authoring writing standards and content guidelines, delivering +3–5% FAQ solve-rate uplift in targeted categories.
• Scaled core self-service capabilities (Search, front-page Quick Tools, UI revamps), reducing reliance on assisted support and improving discoverability.
• Built evergreen XFN operating mechanisms, closing 96% of 200+ requests from 70+ stakeholders and revamping 550+ self-service strategies.

• Built global self-service and automation frameworks end-to-end, establishing XFN SOP collaboration, request intake, knowledge workflows, and campaign support mechanisms adopted by 170+ stakeholders across SEA, UK, US, EMEA, and AMS.
• Scaled Seller Help Center coverage globally, expanding FAQs from 30 → 550 per market (SEA/UK) and 30 → 500 (US), driving Resolution Rates of 62% (SEA), 78% (UK), 66% (US) and ~75% average FAQ thumbs-up rate.
• Led major product UI and service-entrance enhancements across PC and APP (banners, hot topics, L2 category expansion, education widgets, region-specific Help Centers), improving discoverability and self-service traffic.
• Owned global chatbot and auto-ticket automation strategy, launching 150+ NLP intents and 415 conditional answers (>90% hit rate), delivering 1.3–1.9× automation resolution uplift across regions and achieving 50%+ automation rate in SEA.
• Established closed-loop feedback and case review mechanisms, linking automation labels to agent solve rates and VOC insights to continuously optimize knowledge, rules, and resolution logic.

• 215th Basic Airborne and Commando Sniper Course Graduate
• Awarded the Singapore and Thailand Ranger Airborne Wing
• 2016 Best Combat Unit: 1st Commando Battalion
• Transited to serve as a NSMan in the 10th Commando Battalion since my Operationally Ready Date of June 2015.
• Have completed All 6 of required High Key in-camp trainings as of 2022.

• Instituted a Global Facebook Page (6 ventures) boasting over 100,000 Likes / Follows respectively
• Produced Seller Success Stories videos for Online Marketing utilization in seller acquisition (> 1,200,000 total combined views)
• Spearheaded local seller brand marketing campaigns to enhance top of mind recall for aspiring and social sellers (notably Laz it Up 1.0 and 2.0)
• Planned strategic budget allocation for Social Boosting across all social channels to maximize reach and click throughs
• Continued to oversee all seller related materials prior to dissemination through internal communications channels

*Progression of roles from Seller Communications > Engagement Lead > Brand Marketing Lead

• Led engagement, and brand marketing initiatives across multiple Lazada ventures, owning content, community, and GTM execution at scale.
• Built and scaled seller-facing channels, including global Facebook pages (100K+ followers), YouTube, blogs, and livestream formats, driving 200K+ video views and 90% uplift in livestream viewership.
• Launched Seller Success Stories and influencer-style content, generating 1.2M+ cumulative views to support seller acquisition and top-of-mind recall.
• Spearheaded cross-channel campaigns for major initiatives (e.g., Laz it up 1.0 and 2.0), optimizing spend and engagement to maximize reach and CTR.
• Led and mentored teams of up to 4 specialists, improving communication effectiveness through infographics and omnichannel rollout strategies, delivering +75% open and click-through rates.
• Drove community growth and engagement, expanding seller groups by 250% while maintaining ~70% engagement rates, consistently exceeding participation targets for mega campaigns.

• Own global model quality governance across pre-launch (GSB) and post-launch (QIS), establishing unified evaluation standards across chatbot, Seller IM, and new business lines such as L3 Co-pilot and Global Aftersales.
• Scaled pre-evaluation frameworks to support aggressive L3 expansion, delivering 140+ GSB evaluations covering 28K+ tasks, with 100% re-evaluation pass rate.
• Rebuilt post-launch QA via a unified QIS + fatal error framework, enabling explainable benchmarking across SOP adherence, hallucination risk, intent accuracy, and failure handling.
• Closed the loop between quality signals and action, improving model readiness while lifting BPO productivity by 20–40% (up to 70 cases/day/BPO).
• Defined next-gen MQA metrics (LLM Coverage %, Re-evaluation Pass Rate, Insight-to-Action Conversion), positioning MQA as a core enabler for safe AI deployment.

• Led global Seller automation strategy across Chatbot and Auto-Tickets, pivoting from containment-led to CSAT-led optimization, driving +19–27pp CSAT uplift across regions.
• Scaled AI resolution capability via 700+ FAQ expansion, LLM-generated answers with QA validation, contributing +5.5pp CSAT in Q4.
• Delivered step-change improvements to seller automation experience by leading UI, selector card logic, and dynamic response enhancements.
• Served as Digital Service Lead for new-market launches (EU5, LATAM, SG), ensuring chatbot, self-service and model readiness for timely deployment.

• Built the Partner Enablement & Communications function from 0→1 across SEA, defining playbooks, role ownership, channel strategy, and onboarding frameworks adopted across 6 markets.
• Designed regional operating infrastructure, including a centralized communications calendar, strategic account onboarding SOPs, reusable comms kits for priority governance metrics, and a Partner Enablement knowledge base to standardize execution.
• Led GTM communications strategy and in-house creative execution for 3 major governance and policy launches, deploying staggered rollouts, multi-channel amplification, and visual-first content to improve partner comprehension and adoption.
• Launched and scaled a regional “Learning Bites” education program (0→1) and internal policy update courses across 6 SEA markets, owning end-to-end strategy, copy, design, localization, and distribution.
• Drove strong seller engagement at scale, delivering 34 unique assets / 118 posts, 180K+ total views, ~1.5K avg views per post, with 7.7K peak reach (+971% vs target).
• Led a global Seller Help Center revamp across SEA, UK, and US, expanding P0 FAQ coverage via ticket-driven prioritization from 13 → 35 articles per market (+260%), delivering 245 live articles globally.

• Introduced Livestreaming seller content similar to Twitch streamers, leading to a 90% uplift for view counts.
• Founded a Youtube Channel and local blog dedicated for universal seller-related content ( > 200,000 total combined views)
• Kickstarted the internal LazLive KOL Programme and double-up as a presenter/scriptwriter for brands (Consistent < 10,000 views and likes per livestream)
• Led a team of 4 professionals to identify and optimize existing Communications / Community Development / Online and Offline events best practices

• Revitalized and grew the existing Seller Facebook Group by 250% in Members with a consistent Engagement Rate of 70%
• Introduced the usage of infographics to improve Communications' open rate and click through rate by 75%
• Collaborated with cross-functional regional / local teams with a tailored omnichannel communications plan for new upcoming launches or policy changes
• Surpassed deal hunting submission targets across all seller segmentations consistently for Lazada's annual Mega Campaigns

• Singlehandedly set up and manage the reselling / personal shopper business involving high value fashionable streetwear items; attaining over 250+ 5 star reviews on local marketplaces in the process
• Establish cost-effective global network partnerships to improve the effectiveness of sourcing highly sought-after inventory
• Recurring invited vendor for renowned sneaker conventions (Sole Superior and SneakerPimps)
• Achieved a six-figure revenue and five-figure net profit from this small business venture since its inception