JAPAC Service Manager - China Telecom Asia Pacific - Singapore
(2024-01)
- Lead and manage the service department, ensuring efficient service delivery and customer satisfaction.
- Build and maintain solid customer relationships, understanding their needs and providing personalised service solutions.
- Develop and implement service strategies to enhance customer experience and meet service objectives.
- Monitor service metrics and analyse customer feedback to identify areas for improvement and implement corrective actions.
- Act as a point of escalation for complex customer issues, demonstrating strong problem-solving skills and resolving conflicts in a professional and effective manner.
- Collaborate closely with key vendors and third-party partners to ensure service quality, track performance, and maintain positive, long-term relationships.
- Negotiate and manage vendor SLAs to align with business goals and customer expectations.
- Support the marketing team with service-related insights to craft messaging that aligns with customer needs and pain points.
- Contribute to cross-functional initiatives, including service promotion campaigns and customer engagement programs, to strengthen brand image and market presence.
- Collaborate with the sourcing team during pre-sales engagements, participating in supplier screening and evaluation. Conducted annual performance scoring of existing suppliers across key criteria, providing feedback and recommendations to the sourcing team. Shared customer-facing insights to support sourcing decisions and improve supplier selection.
Customer Relation JAPAC Area Manager - Apple - Singapore
(2017-01 - 2023-11)
- Manage JAPAC team, includes Mandarin/Cantonese, Korea, Japanese, English teams with handling Refund, Fraud and Safety issue business. Identify and prioritize opportunities related to brand strategy, product, and marketing.
- People management: As a second-level manager, lead cross-regional team managers who directly manage over 100 Apple Support Advisors. Oversee talent growth and conduct reviews across the entire organization.
- Performance management: Review performance with team managers through one-on-ones, team meetings, coaching sessions.
- Business management: Analyze business needs to identify trends and determine critical focus areas; Work cross-functionally with global peers and internal partners on initiatives to improve aspects of the business.
- Fraud review management: Conducted fraud review management and analyze customer behaviours and product details on potential fraud issue, work with factory on products analysis for fraud prevention.
- Service Level management: Oversaw service level management and headcount forecasting to manage service level.
- Project management: Managed projects across Asia, including China, Japan, Korea, Australia and Singapore. Via tools such as Tableau, GBI, Wrike, Miro and SQL for data analysis and project follow up to lead for strategic projects. Ensuring that regional insights are both actionable and aligned with global strategies. Work with/As stakeholders to work with PM on consumer insights and behaviours projects and New Product Launch projects.
- Partnered with the Public Relations team to manage major crisis incidents, including investigations related to legal cases and high-profile media events. For example, supported cross-functional response efforts during the case involving Tim Cook's public statement on Apple China's warranty policy changes.
Quality Manager - Apple - Singapore
(2014-11 - 2016-12)
- Performance management: Conduct quality review with external vendors and internal sites on quality metrics business.
- Business management: Work with vendor managers on cost review and headcount planning.
- Service Level management: Review headcount forecasting with OSV managers on service level.
Team Manager - Apple - Singapore
(2011-11 - 2014-10)
- KPI management: Manage Customer Relation Mandarin/Cantonese team for providing customer service to customers.
- People management: Coaching advisors on career development.
Technical Support Advisor - Apple - Singapore
(2010-11 - 2011-10)
- Technical support: Provide second level technical solution.
- Customer service: Interacted with functional teams to provide top service.
Operation Specialist - China Telecommunications Corporation - Shanghai, China
(2008-07 - 2010-07)
- Advertisement review and edition: Brainstorm ideas to enhance click rate
- Website operation and information edition: By analyzing website data, confirming keyword searches, and enhancing user traffic.
- Marketing planning and design: As a representative of company, negotiate with clients to confirm their advertising placement needs, aiming to increase market visibility.
