Work as project lead to implement a global multi-million USD cloud based customer service platform system in south east Asia and Oceania region. The platform covers the entire company customer service process from hotline call center operation to warranty bill administration and FI posting.- Responsible for the regional project rollout plan to ensure it will be delivered with quality and in time.Collaborate with HQ teams, form regional/subsidiaries task forces, determine roles and responsibilities for each task force member.- Conduct workshops with subsidiaries person in charge, drive end user business process analysis, review and design system processes based on requirements and feedback. Negotiate with both HQ and Subsidiaries to finalize the requirements. Guide subsidiaries PICs with external vendors for legacy/Local system integration development and testing- Conduct UAT and Training workshops for new systems and processes. - Provide consultation of other digital transformation projects and CS system operation process to regional and subsidiaries members- Supervise FTE to manage tickets as regional system operation support. Responsible for CEO/Management reporting relates to CS process innovation.

Service operation re-engineering consultant, key task force member implemented re-org shared service project(Outsourcing) with world-class service supplier for south east Asia and Oceania region covered operation process from warranty administration management, service parts operation and dealer product return(reverse logistics)- Lead workshops for each function and responsible for warranty administration, return operation process optimization, SOP consultation and system training and operation UAT.- Participate and work with both external and internal teams to finalize the contract.(Master Service Agreement, Service of Work, Service level agreement, payment schedule for CS group)- Coordinate with HQ to implement service level KPI monitoring tools and reports.Perform regional onsite audit for service abnormality check and risk management. Investigate possible high value core parts leak, service partner KPI cheating and warranty bills fraud. Guide subsidiaries on how to prevent and monitor risk items.Established both business and system process for Service As A Product concept such as SC+ (samsung care plus), Aircon PMS(Preventing Management Services), TV Burn-in promotion, Washer Machine Drum Cleaning etc online and offline (e-commerce online shopping and brand store) over the southeast asia and oceania region.Responsible for service cost analysis and management reporting such as volume trend, quality issue.Project lead of service warranty module ERP system migration, responsible for consolidating check logics, master data, and guide end user UAT.- Reversed expat in Korea HQ for 3 months data lake programs. Responsible for pro-active and big data BI tools implementation to regional offices.

Regional SAP consultant in charge of global SAP ERP SD, CRM(CS) modules. Handle system process and issues by liaising closely with southeast Asia and Oceania users.- Conduct workshops and training to regional power users and participate process improvement projects as regional system function PIC.- Implements the systematic process focus on order to cash and responsible for data interface between experience store POS system in Singapore Changi Airport and Company ERP systems ..

- POS SME- Qlikview BI SME - SAP SME