• Regional lead for Dell CFO Learning and Development, managing Top Talents in Finance Development Program (FDP), Accounting Development Program (ADP) and Finance Rotation Program (FRP).• Partnering with business sponsors and vendors to deliver best in class sessions to our Talents.• Site Talents’ recruitment & interview coordination with site leads and Talent Acquisition.• Familiar with regional site Compensation & Benefits, and market competitiveness.• Leading for our talents’ calibration, working with managers, partnering with ambassadors.• Coordinate regional activities for the programs.

• Enablement Program Manager for Direct Procurement’s Process, Tools & Governance (PTG).• Primary focal point in implementation of production procurement readiness for the respective business tools • Coordinates PTG and WWP stakeholders for PVD requirement collection and support throughout project deployment• Standardizing process for managing and executing UAT events in a repeatable, effective and efficient manner• Managing short term stability workaround (flexible and adaptive)• Coordination of sign-off and approval activity by phases• Business process change execution – stakeholder management and business partner alignment

• Manage a team of Contract Services Representatives, processing customized warranties placed by MSI’s APAC customers.• Lead APAC Contract Services related project rollouts - system integration, process improvement, online contract purchase to reduce downtime.• Track team’s SLA and monitor employee performance to meet KPIs.• Identify training and development plans for the team, to increase efficiency and team morale.• Regular team audit and review to ensure compliance and governance adhered to.

• Primary contact point for Business team for customer service escalations or complaints where standard process failed or cannot be used.• Leading service recovery plans for critical customers, coordinating all parties which are involved with the resolution process.• Assisting in problem isolation and analysis by cooperating with senior technicians and account owners.• Document and track exceptional events that may need investigation that fall outside of normal operating procedures.• Project support for senior project/program managers.

• Develop the Relocation Services division.• Manage the delivery of relocation services to customers – ensure all customers’ KPI’s are met.• Day to day management of the relocation services team, creating performance measures and monitoring service levels.• Work with the Business Development Manager to secure Relocation Services contracts through sales calls and high level presentations. • Prepare and submit monthly internal and external reports.

• Manage a team of 5 Customer Service Assistants. • Track customer service and expectation to meet service objectives.• Manage daily cash collection and perform random checks on stipulated cash management and controls.• Ensure timely credit controls management and clearance of reconciliation items.• Implement work discipline and comply with relevant work procedures and work flows.• Identify and propose training needs for employees and customers.• Assume other responsibilities / projects as and when assigned by superior / management.

• Joined as a Care specialist, taking 30-40 calls a day, seeing to customers’ issues/escalations from end to end. • Required to learn more about Local, Australian and New Zealand laws to better serve the market, as well as to ensure Dell Inc.’s rights are not compromised.• Imperative to work closely with customers to meet / exceed customer expectations whilst delivering an outstanding customer experience.• Moved to a new role, to support cases from South Asia Developing Markets Group, and back up for Executive Escalations.• Working closely with Sales and Dell’s distributors in 26 Dell indirect markets’ countries, where support is rendered by Dell Authorised Service Providers.• Gained insight into shipping terms and Customs’ Regulation whenever a part needs to be shipped out, to ensure a safe and smooth delivery. • Handled Dell Inc.’s Global Corporate Account customers, for after sales escalations, enquiries and missing/wrong/damaged issues.• Moved on to handling Executive Escalations for the Asia Pacific and Japan region, whereby high level escalations are seen to and resolved within an SLA of 4 business hours.• Cases include escalations to director levels and above, escalations to the media as well as tribunals, and Consumer Boards.