Edwin Chong Email & Phone Number

Singapore

- Managing the entire seller payout process- Integrations with Hyperwallet and Payoneer- Achieved all time high account completion rate- Achieved significant contact reductions related to payouts

Singapore

- Managing the entire post order lifecycle state machine- Migration of all operational logic from separated services into a consolidated system

Singapore

- Pioneered the development of an advanced agent support tool, achieving a 20% reduction in Average Handling Time (AHT), a 5-point increase in Customer Satisfaction (CSAT), and a notable 30% decrease in agent training time- Led the messaging platform and chatbot migration to drive AI interactions and reduce the reliance on nonscalable human agent support- Spearheaded the management of Zendesk integrations, ensuring seamless and efficient customer support operations- Orchestrated the reconstruction of Orders and Sales user interface, enhancing customer visibility into order progress while successfully minimizing bugs and reducing contact rates

Singapore

- Pioneer APAC team that launched the Korea warehouse, spearheading comprehensive product operations that contributed to the company's strategic growth- Successfully integrated Korean local Third-Party Logistics (3PLs) seamlessly into the global network, optimizing operational efficiency and fostering cross-border collaboration- Innovatively integrated address translation capabilities, facilitating seamless collaboration with global carriers and enhancing logistics operations on an international scale

Singapore

- Orchestrated the development and ongoing management of the Supplier Center, empowering external stakeholders to seamlessly oversee physical products, procurement processes, deliveries, financial transactions, and account management- Spearheaded the Buying and Sourcing verticals within the Procurement Management System (PMS), overseeing critical aspects such as supplier management, SKU management, budgeting, purchasing, inbounds, and replenishment- Defined the product vision and roadmap, strategically aligning them with business objectives to drive innovation and operational excellence- Evaluated feature requests, proposing solutions grounded in market research, business strategy, and internal data analysis. Secured stakeholder approval, and effectively managed the end-to-end development process, from User Acceptance Testing (UAT) to deployment- Managed KPIs through extensive data tracking and analysis, driving adoption, facilitating process improvements, and identifying potential enhancements- Exhibited strong stakeholder management skills, overseeing operations across 7 markets in Southeast Asia and Taiwan

Hong Kong

• Shadowed Group CEO to gain exposure in business strategy and company operations • Reduced vendor payments operational costs by US$300k through automation & process re-engineering• Sustainable supply chain research and sourcing country strategy review to rationalize supplier base, drive cost efficiencies and increase service levels

China, Malaysia, Singapore, South Korea, And Taiwan

- Optimized China TMall E-Commerce 11.11 performance, cutting delivery time by 70% and reducing return rates by 42% through data insights and end-to-end e-commerce process re-engineering.- Innovated an in-house e-commerce Order Management System, improving warehouse-store fulfillment coordination.- Slashed inventory overspends by US$6 million by identifying issues in the budgeting process.- Drove 10-15% net income growth during promotions via cost-benefit optimization models.- Boosted new customer conversion rates up to 8% with A/B testing and strategic promotions.- Improved reporting productivity by 50% with business intelligence dashboards and tools.- Elevated in-store transactional quantity by 5% through market basket analysis.- Delivered internal applications focusing on speed and efficiency as Customer Success Manager.- Owned key analytics projects, including E-commerce optimization, CRM loyalty programs, and warehouse outsourcing.- Restructured purchasing department for internal checks & balances.- Established collaborative relationships, addressing pain points and providing solutions.- Presented insightful recommendations to CEO, CFO, and senior management.- Managed a 13-member team across 3 departments in 3 countries

Rotation to Branded Lifestyle Shanghai (Retail) & TVM Fashion Lab London (Licensing) • Developed and implemented H:CONNECT China CRM program. • Integrated sales forecasting between departments for better production planning. • Lead Analyst for a European licensing deal with Disney UK.

Singapore

• Masters scholarship program• Developed optimization models for selecting the appropriate container size combinations and consolidation of shipments with the target of reducing carbon emissions• Paper published at IEEE CASE 2014 Conference (Taipei)

Singapore

• Rotated through Fixed Income, Futures & Options, Foreign Exchange• Achieved ZYEN #1 for Debt Client Services 3 years consecutively (2010-12)• Awarded for automating and re-engineering processes with a customer-centric approach, reducing up to 90% in processing time & achieving higher service levels • Engaged in daily clearing & settlements, client services, system enhancement projects and US based new bond issuances

Master'S Degree, Data Analytics

In a competitive environment, marshalling Business Intelligence and Data Analytics on a real-time basis to make decisions, create value.

Bsc, Information Systems Managment

Activities and Societies: E-Cube Events Management Team. Worked on Orientation 2004, Orientation 2005, and SMUve. SIS Final Year Project.

Bbm, Business Management

Secondary Degree