Dylan Lim Email & Phone Number

Singapore

Singapore

• Develop vendor partnership strategy at a product level across APAC region, manage executive level vendor relationship, nurture and strengthen senior level vendor and internal stakeholder relationships
• Oversee and drive large-scale operations and coordination of multiple strategic projects, lead, coach and develop a team of Partner Program & Operations Managers, Partner Success Analyst Leads and Partner Success.
• Establish governance and champion improvements to drive consistent and sustainable delivery of performance and engagement of partner sites in the region and drive support for the APAC region in Governance, Data.

Singapore

• Develop vendor partnership strategy at subregion level, manage executive level vendor relationship, nurture and strengthen senior level vendor and internal stakeholder relationships
• Oversee and drive large-scale operations and coordination of multiple strategic projects, lead, coach and develop a team of Partner Program & Operations Managers and accountable for deep insight generation and overall.
• Establish governance and champion improvements to drive consistent and sustainable delivery of performance and engagement of partner sites in the region and drive support for the APAC region in Governance, Data.

Singapore

• Develop partner operations strategy across multiple sites and establish governance, processes and improvements to drive operational excellence.
• Ensure smooth landing of various projects and initiatives including WFM, QA, Training and other change injections, devise operating models with strong governance, risk management with Partner/vendor engagement
• Deliver on operational improvements to existing processes and to drive scalability and simplification and develop metrics, milestones, structured programs and procedures to ensure successful day-to-day execution
• Leads and manages a team of Partner Operations Managers in a global environment to drive operational excellence on a day-to-day basis.

Singapore

• Built, managed and set guest care strategy and goals for APAC team and business partners.
• Develop strategy and work with restaurant owners and business partners to improve Net Promoter Score (NPS) and achieved key satisfaction metrics.
• Delivered high customer satisfaction, >95% for both phone and email support.
• Drove generation of actionable market insights through social listening and survey feedback channel.

Singapore

• APAC vendor management of Australia, New Zealand and Asia market, improved and achieved all key performance indicators within the first two months.
• Defined and implemented process and tool integration between HomeAway and third-party vendors to ensure strong customer service across a variety of HomeAway products and services.
• Spearheaded expansion in Asia and generated cost savings of about US$500,000.
• Launched new languages (Cantonese, Korean, Thai and Indonesian) and support channels to handle transactional work relating to customer service, payments and operations.

Singapore

• Market lead for Singapore, North (Japan, South Korea, Taiwan) and South APAC (India, Indonesia, Philippines, Thailand, Vietnam, Malaysia, Brunei, Bangladesh, Pakistan, Sri Lanka) markets.
• Achieved and exceeded sales target set for the call center sales agents by 10% in year 2016 and achieved quality assurance targets.
• Led inhouse, outsourced customer service and trade support teams based in Singapore and Shanghai offices, and Guatemala Call Center. Implemented new Key Performance Indicators (KPIs), work process maps and procedures.
• Established strategic planning projects, supported new distribution channels and expansion of call center operations to support company long-term growth objectives.

Shanghai City, China

• Responsible for workforce management of 3 call centers in APAC – specifically Shanghai, Tokyo andSingapore, a total headcount of 650 – 700.
• Spearheaded new workforce management tool implementation in APAC and implemented schedule generation for all support staff in APAC which facilitated better resource management.
• Implemented increase of 30% - 40% in coverage for late and weekends shifts for 3 languages inAPAC specifically, Chinese, Korean and Thai to achieve lower abandonment rate and healthier ServiceLevel on the phone lines.

Shanghai City, China

• Led customer service teams, with a total headcount of 30 and achieved key performance metrics consistently (CSAT >96% across all languages).
• Supported personal development of team members with 10% moving on to a next higher position.
• Achieved manager Engagement score of 89% in year 2014.

Singapore

• Led customer service teams, with a total headcount of 15 and achieved key performance metrics consistently (CSAT >94% across all languages).
• Supported personal development of team members with 10% moving on to a next higher position.
• Achieved manager Engagement score of 87% in year 2013.

Singapore

• Led both Administration and Contact center teams, with a total headcount of 20 and achieved key performance metrics consistently.
• Resolved escalated customer complaints, ensuring one call or visit resolution, keeping monthlyCustomer Satisfaction at minimum 93%.
• Responsible for scheduling and planning of resources.
• Implemented and documented new business processes which improved efficiency by 30%.
• ISO document controller – facilitated annual ISO audit by both internal and external auditors.

Singapore

• Responsible for overall management of the IT section, configured, troubleshoot and maintained software applications (both local and overseas).
• Project owner for both local and overseas projects, achieved 100% deadline completion.
• Implemented new business processes to improve efficiency and new training materials for software applications.

Bachelor Of Science (B.S.), Business Information Systems

Computer Engineering