Context: High return rates were driving revenue erosion and customer dissatisfaction in Indonesia.

Problem: The existing workflow treated returns as a loss instead of a retention opportunity.

Decision: Launched an exchange feature that surfaced alternative inventory options before refund processing. Coordinated rollout across marketplace, support, and operations teams.

Result: Converted ~15% of returns into exchanges, preserving €695K in annual revenue.

Context: Shipping fees were misaligned with underlying logistics costs, creating margin leakage across transactions.

Problem: Flat discount logic failed to account for cost-per-kg structure, eroding unit economics.

Decision: Executed a full cost diagnostic and margin sensitivity analysis. Redesigned shipping fee logic within system constraints to realign pricing with cost structure.

Result: Delivered €520K in annual cost savings without degrading service levels.

Context: Seller support coverage was limited to business hours, leading to SLA breaches and inefficient L1 handling.

Problem: Human availability constrained response times and created backlog during peak periods.

Decision: Led regional pilot of AI-powered chatbot integration. Defined KPIs, structured rollout plan, and monitored deflection performance.

Result: Expanded support to 24/7 self-service coverage and achieved ~65% ticket deflection without additional headcount.

Context: Route activation required manual configuration, creating a 5-day lead time and limiting network scalability.

Problem: Manual setup dependencies introduced delays and operational bottlenecks.

Decision: Designed and implemented a logic-based routing system with automated activation rules, removing manual configuration dependencies.

Result: Reduced route activation lead time by 60% (5 days → 2 days), enabling faster network expansion.

Context: Regional seller onboarding workflows were fragmented, creating cross-functional friction and avoidable support volume.

Problem: Inconsistent processes across markets limited scalability and created operational confusion.

Decision: Standardized regional onboarding into a unified global model. Clarified ownership boundaries and codified shared operating procedures.

Result: Reduced cross-functional friction and support ticket volume, enabling scalable onboarding across markets.