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My Automation Projects
Practical solutions built to transform operations, improve efficiency, and drive data-led decisions.
Finance
Sales Email Extraction - Commission Calculation
Automated data collation for Sales Commission Calculation.
Challenge:
Finance staff need to spend hours to copy sales details line by line per email into an excel each emails will have different line items.
Solution:
Developed a smart RPA which detects email's line contents and automatically map those into Excel sheets
Status
Live / Production
Finance
Data Transformation
Finance AR - Master Data Consolidation
Automated Weekly Master Data collation and transformation using Power Query.
Challenge:
Finance AR teams spent significant time weekly manually merging disparate data sources, mapping vendor names, and generating sequential invoice numbers.
Solution:
Engineered a Power Query ETL (Extract, Transform, Load) pipeline that automatically consolidates multiple sources into a single 'Golden Record' sheet with automated vendor mapping and date-based invoice generation.
Status
Live / Production
Customer Service
AWS
Zalo Customer Service - Automated Triage & Chatbot
Cloud-integrated automated response system for Zalo messaging.
Challenge:
Support agents currently handle 900+ monthly chats manually; 30% are repetitive inquiries or spam, consuming ~100 hours of team capacity monthly.
Solution:
Developed an AWS-hosted automated triage menu to provide self-service instructions and filter spam (Currently in UAT/Demo phase).
Status
Live / Production
Reporting
eLeave & Attendance System
A complete leave management solution for 150+ contact center agents. Replaced manual spreadsheet tracking.
Challenge:
Managers spent 2-3 hours weekly tracking leave requests via Excel and WhatsApp.
Solution:
Status
Live / Production
Quality
Quality Monitoring Form
Web based Quality Form system that automatically capture, summarize and identifies coaching opportunities.
Challenge:
Supervisors manually track, pivots, calculate qualiuty scores using excel based checklist forms, missing overall insights on critical coaching opportunities.
Solution:
Create a web based quality form which automate scores calculation, automate summarization by weekly / monthly falure points by agents which provides full insights on quality
Status
Live / Production
Contact Center Operation
Case Management
Web based CRM which capture, tracks and allow assignement of case into relevant teams.
Challenge:
Every cases which is non claim related are not tracked and only captured manually in excel and everytime a relevant team is needed to beinvolved, case are then sent via email resulting in a long email trails which may confuses and causes case misfollowups.
Solution:
Create a web based CRM which capture cases and store into the database, and allow case assignent with a single click allowing atomatic reminder and an efficiency case management.
Status
Live / Production
Contact Center Operation
Detractor Chatbots
Teams based chat bots alerting on potential detractors.
Challenge:
NPS failure due to sensitive customers (one of them). Upstream team does not have visibility on sensitive cases which customer was already irate.
Solution:
Integrate a teams bot into CRM which allows Level 1 CS to alert the case owner (L2 Upstream) if the customer was already disatisfied. This allows a better vbisibility upstream resulting in a better preparation by L2 before handling the case.
Status
Live / Production
Contact Center Operation
Customer callback form automation
Teams based outbound call case management.
Challenge:
Callback request cases was sync to a shared online excel file creating sync issues, data mismached, manual tracking with manual works from CS on (administrative works), manual SLAs calculation and missing overall case insights
Solution:
Integrate a teams bot into the contact form on client's website which allows each request to comes into an interactive case form into a team chats allowing atumatice timestamp catured and allowing minimal typing by CS which help reduce afterwork calls.
Status
Live / Production
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