Albert Ko

Reduced billing support tickets per thousand users by ~28% and raised 14-day solved ticket rate from 72% to 85% through experiments and capacity planning; built support analytics and self-service Looker reporting.

Led a team of four analysts to rebuild executive reporting and standardized core GTM metrics; designed a multiproduct segmentation framework and sales plays that generated over $70M in new opportunity ARR within three quarters.

Implemented Heap Analytics and engineered ETL to improve support funnels and surface Twilio Flex product data into Looker, increasing ticket deflection from 55% to 67% and enabling SLA improvements.

Delivered dashboards and analyses for Google Play merchandising and promotions, created user personas and review decks to inform promotion prioritization and cross-vertical decision support.

Quantified user growth drivers from content virality and conducted price variant testing to identify statistically significant price points that increased trial-to-paid conversion.

Owned FP&A and budgeting processes for Global Sales Finance, developed impact analysis frameworks for A/B testing, and coordinated OPEX and headcount planning during annual cycles.

Built global acquisition datasets and self-service dashboards, automated reporting pipelines to reduce manual runtime from days to under an hour, and provided analytical support to acquisition channels.

Completed a Master of Business Administration with a focus on Marketing and Entrepreneurship at the Masagung Graduate School of Management.

Earned a Bachelor of Science in Computer Science with a minor in Economics.