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

Feb 2023 - Feb 2024

• Strategic Leadership & Vision: Crafted and executed strategic initiatives to expand service operations across the APAC region. Developed and communicated a compelling vision to align team members and stakeholders with organizational goals, fostering a culture of innovation and excellence.
• Operational Excellence & Profitability: Oversaw the entire service operation P&L, implementing cost-effective measures to optimize profitability while maintaining service quality. Implemented performance metrics and KPIs to monitor and improve operational efficiency and customer satisfaction.
• Global Collaboration & Standardization: Established collaborative frameworks with EU and US regions to standardize global service operation and management practices. Led cross-functional teams to define and implement best practices, ensuring consistency and alignment with company objectives.
• Revenue Generation & Business Development: Identified opportunities for revenue growth and developed strategies to capitalize on them. Formulated and executed plans to achieve and surpass USD 5 million in service revenue for the APAC network, leveraging market insights and customer feedback.

Service Manager APAC   •  Geekplus International Co. Ltd

Dec 2020 - Feb 2023

• Strategic Team Building & Development: Initiated and cultivated the growth of the APAC Service Team, strategically aligning team composition and capabilities with business objectives. Developed and implemented training programs and career development initiatives to nurture talent and foster a high-performance culture.
• Operational Excellence & Customer Satisfaction: Directed the provision of 24x7 customer service to overseas clients, ensuring prompt and effective resolution of software and hardware after-sales issues. Established and enforced service standards and protocols to deliver exceptional customer experiences and drive satisfaction.
• Governance & Process Optimization: Implemented governance structures and management tools to streamline service team operations. Defined clear roles, responsibilities, and workflows, optimizing resource allocation and improving team efficiency and effectiveness.
• Stakeholder Management & Collaboration: Acted as the primary point of contact for global branches, facilitating communication and collaboration to ensure alignment with company objectives. Provided guidance and support to regional teams, fostering a cohesive and collaborative working environment.

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

• Cost Optimization & Savings: Strategically managed inventory-related activities across Asia-Pacific stations, achieving significant yearly savings (~EUR 270k) through meticulous inventory optimization and cost control measures.
• Regulatory Compliance & Risk Management: Provided expert guidance on resolving customs issues in Chinese stations, ensuring compliance with regulations while minimizing operational disruptions and risks.

Business Development Manager, APAC  •  SkylogistiX GmbH - LSG Group

May 2015 - Oct 2020

• Market Penetration & Revenue Growth: Drove business development efforts in the Asia Pacific region, successfully securing contracts with new airline customers and expanding market presence. This involved building strategic partnerships, understanding customer needs, and delivering tailored solutions.
• Operational Transition & Management: Effectively managed day-to-day operations of newly acquired business ventures, ensuring seamless transition and operational continuity until handover to subsequent business managers.

Warehouse & Slitting Supervisor  •  Avery Dennison Hong Kong

Jan 2014 - Apr 2015

• Lean Management & Process Improvement: Implemented Lean and 5S practices, resulting in a 10% increase in productivity and a 10% reduction in overtime hours through optimized logistics operations and process improvements.
• Team Leadership & Performance Management: Led a team of 10 in maintaining daily logistics operations, fostering a culture of accountability, teamwork, and continuous improvement.