Cherkie Wong

Senior Manager - Implementation, Service and Customer Care APAC at Geekplus International

  Newton, Nottingham

Experienced department head with a demonstrated history of working in different industries in a logistics, project management, and operation environment.

With 10+ years of experience, 8 from LSG Group, of operation and project management experience gained working for a number of MNCs, I have amassed a wealth of a wide range of experience in operation management, team strategic development and business development.

 My dedication to serving the company has helped me win a lot of trust from employers and teammates for the consistent delivery of exceptional ideas and solutions, and I am proven in my ability to maintain high motivation among teammates, efficiency, and integrity.

 

Working Experience

Senior Manager - Implementation, Service and Customer Care APAC   •  Geekplus International Co. Ltd

Feb 2023 - Present

Expansion scope of work and key responsible person for service operation P&L, service commercial portfolio and products, and service revenue. Establish a key framework and structure for collaboration with the EU and US regions regarding global service operation and management standards. Achieving USD5Mil + service revenue for the APAC network.

Service Manager APAC   •  Geekplus International Co. Ltd

Dec 2020 - Feb 2023

Team Size: 35 local + 40 Overseas
The project owner of the APAC Service Team formation 2020, from a sketch with 3 employees developing into a team of 75 including the functions of 24x7 help desk support, Hardware Engineering, Key Account Servicing Management, and Service Product development, leading the whole department to provide 24x7 customer service to overseas customers regarding software and hardware after-sales service requests. Set up the governance and management tools for service team operations. Define the R&R of the newly created service team. Act as head of the service team for global branches, including HK, SEAN, AU, TW, KR, UK, and EU, with the full spectrum of service management including service operation and products, and make final decisions for any after-sales service-related request and escalation.


Award
- 2022 Outstanding Team - Customer Orientation
- 2021 Geek+ Inspiring Leader
- 2021 Geek+ Shinning Department - Customer Care, Service Team

Efficiency Manager, APAC  •  SPIRIANT GmbH - LSG Group

May 2015 - Oct 2020

Serving as one of the largest airline groups in Europe, acting as the first point of contact for all equipment inventory-related activities for all Asia‑Pacific stations. Serve as a bridge between airlines and out‑stations in APAC, maintaining the best level of inventory by establishing efficient communication channels and periodic on‑site operation audits.


Key Responsibilities
- Perform periodic on‑site audits, and give recommendations and feedback regarding operational flaws and improvements.
- Generate audit reports for out‑station follow‑up and airline internal review.
- Support for all stations opening and closing within the APAC region. Provide on‑site support in terms of setting up new communication channels, delivery of SOP, training new personnel and bridging up 3PL to smooth the opening/closing inventory by sending/returning to an airline hub.
- Access all stations' inventory. Identify any obsolete, slow-moving and overstock items, and actively arrange network optimization and equipment return to hub stations.

Key Achievement/Projects
- Achieve ~30% (~EUR270k) of team yearly saving in terms of equipment inventory level optimisation.
- Actively participated in several customs problems in China's stations (PEK and TAO). Provide recommendations for out‑stations in order to suit the best China customs regulations, and balance airline and out-station operation efficiency.
- Lead station closing in NRT and KUL

Business Development Manager, APAC  •  SkylogistiX GmbH - LSG Group

May 2015 - Oct 2020

Act as the most senior manager in the Asia Pacific region and the go-to person for all activities in the region. As one of the members of the management team. I am responsible for new business development in APAC and manage the whole cycle of project management. Maintain relationships with potential airline customers, and understand their needs by holding workshops together with the airline team. Design a solution to suit airline demands, present ideas and formulate the whole project timeline. Liaise with a wide range of suppliers to support the project. Close the project with the approval of airline customers and HQ, act as temporary business manager to manage day-to-day operations until delivering the business operation to future business manager.

Key Responsibilities
- Manage the whole cycle of projects delivered to airline customers
- Present, solution design, supplier sourcing, project delivery
- Manage day-to-day operation of a new business
- Set up communication channel, SOP, and KPI for new business
- Recruit new members to serve new business

Key Achievement/Projects
- Open up new communication channels for new airline customers (Hong Kong Airlines, Starlux Airlines, Air China, LSG HKG)
- Win first new business in APAC in 2016 and act as business manager for this project until 2020
- Win business extension in 2018 and serve until 2020
- Build up the first operations team in SkylogistiX Hong Kong

Warehouse & Slitting Supervisor  •  Avery Dennison Hong Kong

Jan 2014 - Apr 2015

Act as head of Hong Kong Operation Centre, managing a team of 10 to maintain daily operation of logistics and adhesive film value-adding service production. Maintain high performance with limited workforce allocation. Support the sales team by serving with on-time delivery and best quality assurance.

Key Responsibilities

- Maintain day-to-day operation of the distribution centre
- Participate in management meetings with sales, customer service, global logistics and finance department
- Refine communication channel, SOP, and KPI for the distribution centre.
- Recruit new members to serve the business
- Responsible for 3PL management and sourcing, monitoring 3PL performance to meet business needs.

Key Achievement/Projects

- Introduced Lean and 5S working environment
- Increased productivity by 10%, over-time work hours reduced by 10% by optimizing 3PL logistics pickup time and frequency

Warehouse Supervisor  •  Lufthansa Service Hong Kong Ltd - LSG Group

Dec 2010 - Aug 2013

Act as both project and operation-based supervisor in the Warehouse Department, leading 3 teams in the department, and maintaining smooth daily operations. I participate in the company's Lean project team, joining more than 10 Lean projects with all kinds of performance optimization and 3 projects leading roles for various projects.

Key Responsibilities

- Led product receiving, general and cold stores, and airline equipment distribution operations led and maintain daily operations.
- Act as a duty manager of the Warehouse Department, make the final decision during the Warehouse Manager's absence, participate in various cross-department meetings
- Responsible for non-food items and airline frozen food inventory forecasting and planning
- Participate and lead in company lean production system projects

Key Achievement/Projects

- Lead 3 projects including warehouse space utilization, production waste reduction and airline equipment area reallocation, and brought the effort to enhance the efficiency of workflow and achieve savings by lowering waste of production.
- Redesign frozen meal storage allocation to match consumption and meal cycle, improve workforce utilization


Award
- Best Employee Award in August 2011
- Special Merit - Global Initiative - LPS Lean Production System

Education

2007 - 2010

Hong Kong Polytechnic University

Bsc Hon Hotel Management

Skills and Qualifications

Skills


  • Operation Management
  • Leadership and Teamwork
  • Critical Thinking and Problem Solving
  • Effective Team Leader
  • Communication Skill

Qualification & Training


  • Lean Six Sigma Green Belt and Black Belt
  • LSG Group Global Training - Project Management
  • LSG Group Global Training - Sales leadership

Language


  • Cantonese (Native)
  • English
  • Mandarin