Catherine Quah Email & Phone Number

• Process SFC claims including verification checks• Administer SFC notifications to individuals and Training providers• Update and maintain SFC Central Ledger• Verified invoices against claim form• Review and update SOP

Singapore

• Conducted senior fitness tests• Ensured smooth operation of event and logistics management• Engaged corporate staff in games to learn about health and wellness topics

• Processed student applications, enrolment, payment and withdrawal requests for Post-Diploma courses• Assisted in promotion of PACE courses at outreach events• Ensured course details are updated accurately and timely on PACE and external partner’s website• Identified opportunities to improve clarity of messaging on PACE website• Attended to customer’s requests and enquiries promptly

Singapore

• To plan and implement programmes and initiatives- Sales more than doubled during one-day sales promotion- Back-to-school promotion saw an increase in daily run-rate of Mac (+103%) and Beats headphones (+5900%)- Implemented a new return screening process flow in Korea to significantly reduce fraud rate from 12% to 0.4%- Implemented in-flight options in Japan to enable customers to schedule the date and time of their delivery- Proposed and executed Intelligent CTO initiative with costs savings up to 86% per desktop unit, and shortened delivery transit time up to 8 days• Collaborate with cross-functional teams to identify and determine requirements and dependencies for delivery fulfillment projects• Supported demand-generation programmes during gifting season to ensure seamless execution of programme launches- Forward deploy popular configurations of Mac, which reduced transit lead time to customer by at least five days - Recovered three distressed shipments meant as Christmas gifts by leveraging on retail store presence• Prepare executive reports and presentations on the performance of programmes• Build business case and proposals in collaboration with Online and Store teams• Improve scalability and efficiency of Order Execution team by identifying key work drivers, redesigning processes and/or enhancing tools - Potential reduction up to 67% man-hours per week• Participate in system and process enhancement projects by conducting User Acceptance Testing, regression testing and validation• Performed quarterly market research to understand e-commerce landscape and maintain market competitiveness • Participated in Apple Events Committee to plan and organize event which attracted a participation rate of more than a 1200 employees• Participated in department Team Building Committee to plan and organize quarterly team building event• Performed order investigation in response to enquiries and escalations from customer service specialists

• Analysed customer fulfillment satisfaction survey to identify delivery improvement opportunities - Implemented in-flight options in Japan to enable customers to schedule the date and time of their delivery - Proposed and executed Intelligent CTO initiative with costs savings up to 86% per desktop unit, and shortened delivery transit time up to 8 days• Data analysis to identify process improvement initiatives - Devised methodology to extend same-day-ship store cutoff timing, which resulted in an improvement in customer satisfaction of about 6% and on-time delivery performance of 5% - Implemented a new return screening process in Korea to significantly reduce fraud rate from 12% to 0.4%• Weekly root cause analysis of order cycle time failures, and drive corrective actions to improve OCT• Conduct yearly audit check for a team of 20 to ensure employees’ devices are compliant with Apple’s security policy • Involved in a three-month work/study stint in Apple Tokyo office which helped to strengthen the relationship with the Japan cross-functional teams• Supported demand-generation programmes to ensure seamless execution of programme launches - Sales more than doubled during one-day sales promotion - Back-to-school promotion saw an increase in daily run-rate of Mac (+103%) and Beats headphones (+5900%)• Prepared executive reports and presentations on the performance of programmes and initiatives• Collaborates with cross-functional teams to identify and determine requirements and dependencies for delivery fulfillment projects• Improve scalability and efficiency of Order Execution team by identifying key work drivers, redesigning processes and/or enhancing tools - Will reduce up to 67% in man-hours per week• Participated in system and process enhancement projects by conducting User Acceptance Testing, regression testing and validation

• Managed post-ship operations of Australia and New Zealand online store orders for 2 years• Resolved 98% GCRMs within 24 hours• Closed 82% of RMAs within TAT of 7 days• Contributed significantly in Apple Online Store projects - Eligibility of CTO CPU return delighted about 42% more customers - Low Value RMA return project saved the company USD3,000 per year and improved customer satisfaction• Participated in UAT for various cross-functional team projects• Led APAC Back Office Support System (BOSS) Phase 2, a tool that improves scalability and saves hundreds of man-hours• Actively participated in gathering of business requirements for transition of one leasing company (BOQ) to another (GE Finance) in Australia• Represented Japan and APAC region in the 3-day RMA Summit in Apple Cupertino - Presented end-end Apple Online Store JAPAC RMA process - Participated in discussions with representatives with AMR and EMEIA with regards to the gaps and differences in the policies/ systems/ tools/ processes between our regions and areas of improvement

• Responsible for operational management and control of the entire order flow --- from the point of receipt of an order, to the creation of sales orders in SAP, expediting work orders to production and shipment, to tracking delivery to customers• Stationed in HP Sydney for on-the-job training for 1.5 months• Interface with various functional groups to resolve issues affecting customers’ deliveries, manufacturing and shipments• Met Service Level of Agreement for 97% of customers• Achieved 1 day processing lead time for more than 90% of our purchase orders

Specialist Diploma In Nutrition & Exercise Science

Second Upper Honours