Singapore
I am a motivated and passionate management professional with over 20 years of global exposure, working up the career ladder from a frontline staff to a regional manager. My years of experience included the scope of procurement, customer management, order fulfilment, supply chain planning, business operations and logistics. I have a strong ability to be strategical and execute groundwork tacticals as well. Being a resourceful and innovative strategist, I have the ability to build processes from scratch with strong conformance to legal and commercial structures of an organization. At the same time, I am able to refine regional processes to align to global business processes without compromising local and regional commercial and business needs. I lead direct diverse teams across the Asian region to ensure success in meeting the organizational goals and visions. I possess a huge sense of responsibility and is able to engage in active communication across all levels and functions resulting in my solid ability to learn quickly and adapt to different business needs and cultures.
Working closely with cross functional management and teams including the Corporate HQ and factories , I design strategic and tactical support systems for the full order fulfillment process and consignment stocks program in the region to better the supply chain values for the regional customers at the sales organizations' level. Lead as a key contributor to both quantitative and qualitative performance indicators driving VAT's internal processes, I take on various strategic analysis on existing internal or interfaced processes and provides solutions to better improve them. I also design, propose and implement control programs or processes to reinforce efficiency, compliance and effectiveness of the full order-to-cash and other cross functional processes. I also manage both the Customer Service and Logistics Teams in Asia to execute these programs with the result to business transparency. I also collate and analyze data to proactively develop and propose operational improvements not just pertaining to inventory and distribution, customer service and service repair utilization but only on the sales assimilation process to provide better visibility to business infrastructure and changing dynamics of customers.
Lead Business Excellence initiatives, improve the operational systems, processes and policies in support of Physio-Control’s imperatives. Also responsible to facilitate better reporting, information flow, business processes and organizational planning. Advocate and lead exceptional customer service throughout the region by ensuring that customer satisfaction is achieved when investigating, resolving customer/product issues and complaints; providing input on initiatives to customer satisfaction levels; I also take on the leadership role in the selection and approval of service agents by ensuring that these service agents meet established Business Standards, Code of Conduct, and conform to designated procedures. I also manage and increase the effectiveness and efficiency of Customer Services, through improvements to each function as well as coordination and communication between support and sales functions. I also serve as primary liaison to Quality & Regulatory staff (based in Physio-Control’s Redmond headquarters) in addressing vigilance reporting and product licensing.
Primarily supports the Sales Team in every seasonal forecast and sell-in sessions. To use best practices and knowledge of internal or external business issues to improve products or services, solves complex problems and takes a new perspective using existing solutions. Create vision and strategies for tools and processes aligned to Nike business goals. Supports all sales activities and monitors in conformance to guidelines and policies.
Reporting to the Sales and Service Division VP for Asia, my primary scope is to balance the commercial complexities between the company, forecast sales and service revenue, mitigate revenue risks, lead regional teams for corporate governance in business ethics and processes and overall safeguard FEI and customer interests in all areas of commercial transactions. I am also responsible for supporting global projects through participation, aligning and leading the regional teams for changes in transactional or businesses processes in accordance to Corporate global definitions. Supporting both Sales and Service data reporting, I am responsible to extract data from various sources, analyse and verify data variances and find solutions to the root causes and solutions to these variances. Some of the highlights in this position are :- • Led the business integration operations of an acquired agent from 4 July 2012 to 15 April 2013 and ensuring post integration support until present • Awarded stock rewards for being a key contributor to Asia Sales and Service divisions in arresting and minimizing revenue risks and maximizing revenue upsides when required and providing accurate forecast from detail management of all shippable tools and accessories • Awarded Outstanding Contributor Award for q-Mobile Project Asia • Aligned regional processes to worldwide processes within 3 months into the job • Designed, proposed and tested 4 new processes to cater to dynamic changes in the company’s business which was introduced worldwide thereafter • Successfully lead region to implement and maintain 12 global business processes in 2.5 years • Structured coverage and operational alignment with the same headcount for 3 years through process efficiencies despite a 24% growth in the business • Adapted and held together a team of 12 staff through several structural changes over 5 years without compromising the business needs of the region
Direct Customer Service & Sales Support Team of about 6 to 8 persons in the order fulfillment support function for the Asia Pacific branches. Lead the team in fulfilling Sales Support and Inventory Programs for specific exclusive customers in Asia. I am also responsible to oversee and manage the full order-to-cash activities for the Customer Service team, with orders from direct customers and agents. My primary role is to manage, lead and implement CIP programs in the order-to-cash, order fulfillment, customer management and logistics business process and workflows. Achievements • Awarded Corporate Employee of the Year 2005 • Nominated Corporate Rookie of the Year 2005 • Nominated as Corporate Employee of the Year 2006 • A job expansion in January 2007 included the Sales Support, Inventory Programs and Strategic Corporate Support teams. There were 8 to 10 of these team members and with this expansion, I re-structured the team functionally to further enhance and implement order management programs and support structures to raise the level of service to the Asia Pacific branches. • Lead as an ISO champion to align procedures and processes cross functionally within the department and between different departments