Da Wei Au, Cspo, Csm, Csp Email & Phone Number

Singapore

Singapore

Singapore

Singapore

Key Responsibilities • Lead the discovery and conceptual design work required to translate business needs into solutions and features• Facilitate estimation of proposed solutions across EIS, including Enterprise Applications, Architecture and Infrastructure teams• Work closely with the Business Partner to ensure that EIS roadmaps are focused on efforts that provide the highest business value• Provide coaching and mentoring to other business analysts• Facilitate meetings with business partners• Direct workflow analysis in support of requirements identification• Elicit, capture, analyze, refine and document business requirements and user stories• Consult and advise on functionality, applicability, and usability of technology solutions to project requirements• Balance business requirements with technical feasibility and sustainability• Identify project inter-dependencies• Prioritize and drive sound business decisions• Plan and direct the work of staff or vendors to conduct proof of concept efforts• Effectively deliver presentations to key customers, stakeholders and senior management• Research and analyze industry trends and benchmarking information as they apply to the Autodesk business model and domain area needs

Key Responsibilities• Global Enterprise Salesforce.com Administrator for Autodesk. • Resolves issues and suggests enhancements, advising on code issues related to multiple functions for different stakeholders in Sales, Sales Operations, Customer Service Operations, Front Desk Operations, Process Polices Technology Operations and Project Management Office Teams.• Supporting issues raised by business users related to customer & partner programs, namely – Autodesk Customer Engagement, Deal Discount Automation, End Customer Agreements, Lead Management, Fund Management, Order Management and Licensing & Asset Inquiries.• Responsible for the following types of work: analysis, preparing flowcharts, documenting, programming, project/implementation or support/maintenance.• Analyze and initiate configurations and other changes within the system per user business needs. • Test solutions and ensure it meets specifications. Present and validate solution with user. • Review and approve SAP application transports from development team for SOX Compliance. Key Achievements Assigned and ran Global Salesforce.com Fast Track Programme from APac.o Aligned releases to Business Flexible Release Cycle and migrated process to Rally. o Released over 200 User Stories from multiple releases, including enhancements and defects rectifications for Sales Operations, Customer Service Operations, Front Desk Operations, Process Polices Technology Operations and Project Management Office. Explored, developed scripts and implemented Winshuttle for business to automate end of quarter SAP order releases and Customer Masters authorization setup. Streamline process for Helpdesk Team and provided training for them to manage profile related setup cases, eliminating EBSO touch point, resulting in reduced administrative tickets for EBSO.

Key Responsibilities• Research complex operational/technical/systems problems residing within the Business Center organization. Resolve problems by collaborating with Enterprise Information Systems Team.• Communicates new system implementation and system changes/updates to the Business Center leadership team, including required adjustments to operating processes and procedures. • Serves as liaison between the Business Center and IT, constantly ensuring active support for systems functioning and as a corporate resource for both operational information and for a “high level” perspective of Business Center systems and processes.• Primary trainer for Business Center Escalations Representative on known workarounds for system related issues for SAP, Siebel and Salesforce.com.• Responsible for setting up and maintaining SAP end of quarter block table backlog building purposes.Key Achievements Part of a team responsible for User Acceptance Test during pre-launch and as business escalation on system related issues post launch of Siebel to SalesForce.com CRM migration project.  Part of team responsible for the formulation of solution with IT to eliminate of manual kit ordering for China region subscription orders. Potential benefits realized (based on FY11Q4 order volume), reduction of 24% of manual orders (740/3100), man hours saved approximately 308hrs and $14K representative cost savings.  Created system downtime cost report, helping Business Center tabulate costs to operations when systems degrade or experience outage to help drive root cause and prevention.

Key Responsibilities Handling of all escalations relating to ASEAN and Greater China region independently without need for Business Center Manager intervention. Owned and facilitate all End of Quarter (EOQ) calls independently. Conducts Quarterly Business Review (QBR) with Sales, Finance and Sales Operations for ASEAN and GCR to discuss issues and feedback on quarter performance. Sharing highlights and lowlights, self-service and non-compliant rates along with formulating action items based on feedback from various key stakeholders. Drive process improvements and efficiency towards departmental goals. Dotted line reporting into Global Subscription Operations Team and worked with global teams from AMER and EMEA to identify subscription customer’s pain points, conduct analysis and recommend enhancements to improve customer experience. Responsible directly for 5 staff for reviews and development.Key Achievements Initiated elimination of manual step in order entry which resulted in 10% increase in self-service rates, relieving Business Center of manual order entry.  Achieved Top Self-Service Region (ASEAN) for 4 consecutive quarters globally from FY10Q3 to FY11Q2, more than 80% and Greater China Top 3 consistently above 70%. Represented ASEAN in delivery of Autodesk Customer Engagement (ACE) Program interface in Partner Center for Sales, Channels and Sales Operations. Represented Business Center APac in ASEAN Channel Summit event in Kuala Lumpur to create awareness to channel partners of various product divisions on non-compliant issues and self-service benefits. Co-planned and implemented multiple-touch non-compliant initiative. In-depth analysis pointing out representative or partner training gaps. Followed up and executed action plans, resulting in improved representative accuracy. Tackled issues faced by top 3 partners in Singapore, Indonesia and Philippines resulting on quarter to quarter improvements of 10% or more.

Key Responsibilities Provide training and mentorship of new hires. Participate in management meeting and identifies process pain points, suggestions and feedback. Draft weekly report to be submitted management, sharing highlights and lowlights with key events during the week. Managed daily end of day memo on transactional volume/SLAs for management review. Handle escalation from vendors and Customer Service Representatives. Assists with annual internal and external ISO audits on processes. Assists Business Center Manager with End of Quarter calls with internal stakeholders – Supply Chain, Finance and Credit Management Team.Key Achievements On boarded Greater China region partners to Autodesk Partner Center, resulting in reduction of more than 50% of manual orders into the Business Center. Implemented strategies at tactical level, to drive departmental self-service goals. Tailored made quick help guides for partners in ASEAN and Greater China adopted as best practice in APac. ASEAN and Greater China region achieved most improved in order self-service rates globally, with double digit percentage improvements. Implemented training and mentorship checklist for new hires. Targeted weaker subjects based on error rate and occurrences. New hire error rate fell from >20% to under 10% upon go live. Participated in retirement project of Rightfax system for integration to Siebel Business Service Requests (BSRs). Provided training to ASEAN and Greater China partners for adoption of BSRs. Gained promotion to Team Lead on February 2009.

Key Responsibilities Providing support to customers in all aspects of purchasing products, including pre-order entry, order-entry and post-order entry enquiries and support for products, subscriptions and renewals. Handled order management and fulfillment via SAP, Siebel and Poetic system for ASEAN. Monitored delivery status and liaise with supplier and forwarder for Estimated Time Arrival. Coordinates with various functions within the company to ensure that customer requests are handled appropriately and in a timely manner. Ensure high level of customer satisfaction by fairly resolving escalated issues and take appropriate corrective action. Part of team responsible for processing complex advanced system orders, often more than 50 line items and worth up to hundreds of thousands in revenue, during tight end of quarter deadlines Communicates and works closely with local sales office to obtain approvals for return and/or credits. Maintains records of returns, schedule changes, product enhancements or changes, product pricing and return credits. Part of Merger & Acquisitions Transaction Team to work with global counterparts from acquired companies to understand the business and book their orders during the initial transition period.Key Achievements Part of a team responsible as business escalation on system related issues post launch of global multi-million Single Order Entry (SOE) project. Translates business issues into IT enhancement requirements or defect impact statements, following up to ensure resolution and positive customer experience. Delivered Partner Center Training to live ASEAN audience with partners travelling into Singapore or via conference calls. . Selected to participate in Team Lead Development Program and gave presentation in an offsite meeting to Business Center Managers and Director. Gained promotion to Senior Customer Service Representative on April 2008.

Key Responsibilities Provided after-sales support by reviewing and ensuring smooth compliant subscription sales transactions through liaising with internal departments and APAC clients under tight deadlines. Assisted clients’ enquiries through emails, phone calls and processing subscription orders into SAP system within stipulated SLAs. Trained and guided new hires for job succession, in processing requirements and conforming to subscription policies. Advises corrective action on order entry errors. Assists in escalation and resolution of complex work issues.Key Achievements Consistently achieved 0% error rate in order entry along with one-touch resolution to email inquiries, gaining promotion to Section Lead on Jan 2007. Selected and hired by Autodesk when the Subscriptions Project was in-sourced back internally.

Gathered user requirements for statistic website creation onsite via SCS's care centers.Discussion and explained capabilities of Active Server Page (ASP) to finalize requirements for implementation.; Awarded hall of famer accolade in 2001 for Visual Basic Game Competition Awarded Grade A for Final Year Project and Internship

Bachelor Of Science (Bsc), Double Major In Information Technology And Business, 2Nd Class Honors

Diploma; E, Information Technology; Commerce Specialization