Yi Ling Ong

Results-driven Management graduate with hands-on experience in enterprise digital transformation, customer experience strategy, and UAT delivery on the SAP S/4HANA Phoenix Project at PETRONAS Dagangan Berhad. Skilled in translating data and customer insights into actionable business decisions. Trilingual in English, Mandarin, and Bahasa Malaysia, with strong analytical and cross-functional capabilities suited to fast-paced, customer-facing environments.

Digital Marketing and Customer Experience (Digital B2B & Enterprise) Trainee at PETRONAS Dagangan Berhad (PDB) (2025-08 – 2026-01)

• Delivered end-to-end User Acceptance Testing (UAT) for multiple enterprise digital initiatives by executing structured test cases, identifying system defects and validating functional requirements against business objectives, contributing to a 20–25% reduction in post-deployment issues across business-to-business (B2B) platforms.
• Collaborated with cross-functional stakeholders, including business users, software developers and quality assurance teams, to ensure timely defect resolution and successful production releases.
• Spearheaded customer journey mapping for eVoucher and Mesra Reward loyalty enhancements, identifying and addressing friction points across the customer acquisition-to-redemption journey.
• Optimised Interactive Voice Response (IVR) and Computer Telephony Integration (CTI) call-flow architectures by identifying automation gaps, streamlining customer support workflows, reducing dependency on manual call-centre handling and improving customer interaction quality at scale.
• Analysed customer feedback, operational data and user behaviour to identify pain points and recommend process improvements that enhanced overall service delivery and customer satisfaction.
• Integrated eVoucher modules into existing business-to-business (B2B) digital ecosystems, enabling personalised loyalty incentives that improved customer retention and repeat engagement across enterprise digital channels.
• Coordinated with internal stakeholders and external vendors to support solution implementation, ensure seamless system integration and align digital product enhancements with business and customer requirements.
• Supported the Phoenix Project by developing and executing UAT test scripts, covering Phoenix–SAP S4/HANA end-to-end workflows to validate system functionality, data accuracy, and operational resilience.
• Developed a comprehensive Business Continuity Planning (BCP) user manual for Phoenix and SAP systems, documenting recovery procedures, contingency workflows, and escalation protocols to support operational continuity during system disruptions.
• Drove knowledge transfer and stakeholder readiness by translating technical processes into clear, structured documentation for business and operational users.

Bachelor of Management in Marketing (Major), Psychology (Minor) – Universiti Sains Malaysia (USM) (2022-10 – 2026-03)

Diploma in E-Marketing in E-Marketing – Tunku Abdul Rahman University of Management and Technology (TARUMT) (2020-06 – 2022-06)