- Financial controlling, business planning, forecasting for Customer Service (CS) yearly budget- Manage countries to drive field service hardware break-fix operations, workforce productivity and efficiency KPI, NPS/CSI to meet monthly targets- Drive process improvement programs to increase CS value

- Operational Excellence for hardware breakfix- Manage Cost Centre Profit and Loss, driving positive revenue growth and reducing overheads- Process improvements – review, design and document end-to-end support processes to create seamless Total Customer Experience- Change management - working with teams to fine-tune workflow and training/communication to team to meet oncoming circulars/drections from OEMs

Project/Operations Manager (APAC)- Plan and deploy walk-in service centre launches for BlackBerry from business case building and cost savings analysis, to RFQ vendor selection process, stakeholder communications, risk evaluation & mitigation management, training delivery, parts and equipment planning, forecast and setup; cultural/cross-functional interface for goal achievements- Manage and drive hardware break-fix operations to meet KPIs- Service partners management on operations, KPI, service network coverage to meet principal’s goals- Drive Service Quality program to improve CSI

- Forecasting and planning of ink supplies to meet upcoming growth and revenue- Data Analytics on ink vs printer sales trends to finetune forecasting trends and uncover sales growth opportunity- Drive product manufacturing programs to optimise ink usage and market growth- Manage NPI programs and ensure cost/profit sustainability for ink product launched- Manage product Obsolesence, balancing cost savings vs support

- Drive CRM system and process implementation for TCE improvement in APAC countries; tabulating cost/performance results- Service delivery management for warranty support; driving in-country and outsource partners to meet break-fix KPIs (i.e. TAT, NTF, first-time-fixed rate, CSAT)- Cost/Resource management - optimize onsite engineers workforce in Asia-Pacific countries for optimal customer support; drive process improvement programs with cross-functional depts to achieve cost savings goals in key areas of improving service operations, cost/workforce optimisation, process improvements Call Centre (Pre-sales & Post-sales) Operational Excellence- Hareware breakfix Operations / Outsource partners management- Cost Centre P & L cost tracking and analysis to drive better profitability in support business- Drive After-sales process improvements to improve Operational Excellence- Lead Service Quality Team to drive better CSAT & customer retention- Service Centre/showroom setup- Support Sales and Marketing in advertising and sales tracking program, tabulate sales generated volume and revenue - Support online ordering management program user queries and system maintenance to improve user interface