David Yap

I have more than 10 years of Workforce and Operations Planning experience across FMCG, Travel and Fintech in a regional and global capacity. I specialize in scaling high volume, multi geo, language CX organizations.

I'm looking for an opportunity to continue in my line of expertise in CX.

I'm workforce planning expert with more than a decade experience in operations planning from end to end WFM life cycle, capacity sizing, long term forecasting, scheduling and real time management.

I have recently scoped and planned the scaling of CX teams in Amber Group inhouse and vendor sites.

Prior to that, I led the Airbnb APAC WFM Global Command Center operations in APAC and established line adherence and hourly delivery of supply in the vendor network achieving 4% of savings (600k savings in 2021) . I also maintained 96% supply for the entire volume tier LOB across APAC

I have a Bachelor's Degree, Major in Management Information Systems