Broadband Technical Support | Daisy Communication | Sheffield, UK Jul 2023 – Present
- Diagnosed and resolved over 300 technical issues monthly, ensuring uninterrupted service and achieving an average of 50 5-star customer satisfaction ratings.
- Crafted and improved technical communication, reducing average handling time per issue by 20 minutes.
- Delivered process improvements that reduced delivery delays by 50%, demonstrating the ability to manage and streamline operational workflows.
- Worked closely with cross-functional teams, demonstrating experience in project coordination and management within a technical environment.
Circuit Sourcing and Vendor Management Consultant | Morgan Stanley | Hong Kong Aug 2021 – Apr 2023
- Managed end-to-end circuit lifecycle for the APAC region, ensuring project delivery timelines were cut by 50%.
- Built and maintained strong partnerships with Managed Service Providers, resulting in enhanced service delivery and cost savings of up to 10%.
- Led office setup projects in Australia and India, optimizing project coordination, reducing operational costs, and ensuring timely delivery.
- Enhanced project documentation processes and ensured timely updates, showing capabilities in maintaining project governance.
IT Coordinator | Airport Authority Hong Kong | Hong Kong Apr 2021 – Aug 2023
- Deployed patrol robot system, cutting labour and inspection costs by 15%.
- Introduced delivery robot, saving 15-25% time for passengers in duty-free shopping.
- Administered implementation of automated EV system, reducing baggage delivery labour by 20%.
- Organised meeting and minutes taking. Created and managed of documentation for project changes, kept project databases and records up to date
Technology and Merchandising Pro (Project Management) | Apple | Hong Kong Aug 2018 – Nov 2020
- Directed digital and visual merchandising projects, leading a team of over 40 personnel.
- Pioneer technology and VM training programs, boosting employee satisfaction by 30%.
- Improved stock refilling system, saving 5 person-hours daily and enhancing operational efficiency.
- Implemented training and mentorship, catalysing promotion of 6 individuals and fostering team members growth.
Global Merchandising Mentor (Project Management) | Apple | Hong Kong Jul 2016 – Jun 2018
- Managed execution of 5 Store Opening and Renovation Projects, ensuring brand standards adherence.
- Developed comprehensive training plan for new stores, resulting in remarkable 95% customer satisfaction rating.
- Streamlined merchandising reporting process, ensuring global consistency, and enhancing efficiency by decreasing 50% reporting time.
Visual Specialist (Retail Operation and Training) | Apple | Hong Kong Mar 2013 – Aug 2018
- Supervised special operations, store visual merchandising, and inventory control to maintain brand standards.
- Conducted sales data analysis and implemented targeted in-store training strategies, driving significant accessories sales growth of 28%.
- Recognised as top visual standard Apple Store in Hong Kong based on customer reviews.
Specialist (Customer Service) | Apple | Hong Kong Oct 2011 – Mar 2013
- Attained remarkable 100% customer satisfaction rating by embodying Apple culture.
- Achieved 100% accessories attachment rate to hero product sales, maximising sales of complementary products.
