What's your job about?
In my role, I actively seek opportunities to improve internal processes, with the aim to optimize efficiency in terms of time, resources, and costs. Currently, I'm spearheading a key project focused on consolidating and refining the handling of escalation requests related to order management, payment activation, billing, and refunds. This involves close collaboration with key stakeholders, including customer excellence, operations, and finance, ensuring alignment with their priorities and overarching vision.
Within the project, I play a central role in standardizing workflows and Service Level Agreements (SLAs), fostering improved team performance management. My responsibilities extend to implementing automation solutions, streamlining the processing time for each ticket request. Notably, our team recently transitioned to the finance department, introducing challenges related to scope and responsibilities. I actively support subteams in defining their Key Performance Indicators (KPIs) by mapping the interdependence of inputs, processes, and outputs. This strategic approach allows us to comprehend the impact of each subteam, facilitating a comprehensive assessment of progress and performance across the entire team.
What's your background?
Growing up, I was part of a special science section in elementary, sparking my interest in the sciences. This led me to attend the country's premier science high school, where I focused on the Chemistry track. In college, I pursued Chemical Engineering, but it wasn't until my junior year that I discovered that I am more interested in improving business operations and supply chain.
Driven by this, I actively sought online learning opportunities to broaden my knowledge. This pursuit brought me to Emma. Having heard positive feedback about Emma's internship program from seniors, I saw it as a chance to gain real-life experiences and take ownership of tasks. Although I initially considered shifting to my university's industrial engineering program, I realized the immense value of learning through experience at Emma.
For over a year now, I've been an intern at Emma, exploring the ins and outs of business operations, particularly within e-commerce and supply chain. The experience has been transformative, providing insights and growth opportunities not only in my academic pursuits but also in nurturing a strong business mindset. The support from my superiors has been crucial, offering access to a wealth of resources that continue to fuel my professional development.
Could someone with a different background do your job?
Yes. Someone with a different background can shift into supply chain and finance. Although I initially faced a disadvantage due to my different background, proactive learning became my strategy. Adapting to a new role requires an openness to absorbing various concepts and having creative and investigative mindset for effective problem-solving. Making a meaningful impact involves challenging the status quo and presenting innovative solutions. Therefore, individuals from different backgrounds can thrive in this role by fostering a passion for learning, adaptability, and a creative problem-solving approach.
What's the coolest thing about your job?
The best part of my job is the ownership I have over tasks. Managing my own project, presenting it to superiors, and executing it allows me to witness immediate impact on the team and company. Though proposing solutions can be challenging, it's like solving a puzzle, engaging my mind in a gratifying way. Also, what’s cool about it is the tremendous learning opportunity. Initially, I was unfamiliar with querying data, but this internship allowed me to learn how to use SQL for complex queries, enabling me to extract crucial data for my team.
What are the limitations of your job?
The main limitation in my role stems from the absence of standardized processes and documentation within our relatively new team. Navigating through unestablished procedures is akin to steering in the dark. The challenge lies in making sense of everything, facilitating smoother tasks for subteams. It requires meticulous effort to bring clarity to overlaps and gray areas. While this poses a significant challenge, I view it as an opportunity to create impact and contribute to the team's growth by establishing coherent and efficient processes.
3 pieces of advice for yourself when you were a student...