Hunni Liew Email & Phone Number

Kuala Lumpur, My

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

Leading transformation in a time of heightened disruption which is filled with possibilities. My current role reports directly to the Managing Director and carries the mandate to drive continuous improvement across the organization to achieve CX Excellence. This is achieved through close collaboration with the Senior Management Team. My direct team is in charge of gathering, analyzing and drawing insights from our Voice of the Customer programs, working across functions to improve Employee Experience, Customer Experience and Operational Efficiency. I also work with matrix teams of First Choice experts and currently lead the country's focus on driving Customer Experience (CX) Excellence. As digitalization is a key enabler, I am also the Digitalization Champion for DHL Express Malaysia and over the years, a few of our initiatives have been recognized within Asia Pacific as best practices and implemented in various countries.First Choice encompasses many tried and tested tools and methods from Six Sigma, Change Management and Lean. This approach, which is used throughout our company, ensures that we can improve service performance and processes in a structured and sustainable way, creating value for our customers in every single step of our business. Our First Choice mindset means that we are constantly reassessing our work, to make it a little bit better, every day and everywhere. This, in turn, helps create an agile company that is ready for change and which can adapt quickly and attentively to changing customer needs.

Set-up and led the Operations Development team that supports the Network Operations function for DHL Express Malaysia and Brunei. Directly managed a team of specialists (Engineers, Ops program, Ops Training experts) and working hand-in-hand with the Operations Management Group that leads close to 1,000 employees across 15 facilities in Malaysia.Appointed as Country Champion for DPDHL's Certified Program - a global cultural change and employee engagement program for over 500,000 employees around the world. I led DHL Express' Certified International Specialist (CIS) program for Malaysia & Brunei, during which together with the team equipped over 100 certified facilitators across the country, supporting the delivery of over over 20 modules to over 1,300 employees throughout my tenure. In this role, I had the privilege of working closely with CIS champions from Asia Pacific as well as globally to roll-out Certified International Manager program, especially the CIM Supervisory Academy to equip & enable our supervisors across the organization. As a pioneer of the Certified program, I also had the opportunity to support the other business divisions e.g. DHL IT Services in Cyberjaya and DHL AP Shared Services in PJ.

Kuala Lumpur, Malaysia

Responsible for 50% of country revenue, focused in the SME segment. Managed a team of over 70 employees across the country in the Relationship and Direct channels comprising Telesales, Telemarketing and Retail sales. Additionally, managed the Sales Planning & Development Group which is a support function for the entire Commercial department. Member of the country Senior Management Team.

Kuala Lumpur, Malaysia

Responsible for sales training & people development, setting sales targets, motivating sales team through incentives. Works closely with the country Senior Management Team (SMT) and South East Asia commercial team on Annual Operating Plan and sales forecasting. My team is also responsible for sales management reporting and business monitoring as well as supporting SMT with Commercial initiatives.My longest role thus far and I take delight in coaching my team and seeing them grow into larger roles.During my tenure, was given the responsibility to lead the pilot project for Global Rating Engine, the success of which resulted in a global roll-out and continued enhancement of the system.

Kuala Lumpur, Malaysia

In addition to the National group of customers, also managed the group of MNC customers which contributes a total of 33% revenue. Worked with the regional & global commercial team on developing business & delivering on sales target. Managed 2 Industry Managers each with a team of Global Account Managers across the country.

Kuala Lumpur, Malaysia

Responsible for sales performance for DHL Express Malaysia's group of National Key Accounts that contributes to 25% of total revenue. Managed a team of experienced Key Account Managers across the country.

Manila, Philippines

Set-up and managed a team of project managers, program managers and customer service executives. Supported top 100 global customers as well as country key accounts. Supports the Global & Multinational Customer sales team in solution design, project implementation & stabilisation as well as process improvement initiatives. Represented DHL Express Philippines in working with government authorities in regards to trade facilitation projects.

Kuala Lumpur, Malaysia

Responsible for delivering service to key global customers in accordance to SLA. Indirectly managed a team of Customer Support Executives and On-site Operations personnel. Participated in global customer reviews and focused on continuous process improvements. Exposed to express distribution as well as 3rd party logistics projects & programs.

Shah Alam, Malaysia

A 3-month secondment based at the Regional Logistics Centre of a global customer in the telecommunications industry. Was responsible for a team of warehouse staff and customer service executives who coordinates warranty returns as well as facilitate clearance processes. Part of customer's supply chain team and responsible for parts return lead time (Swap, Repair/Return, Advance Swap processes).

Kuala Lumpur, Malaysia

Scope customer requirements, design solutions/programs that are best suited in terms of cost and service levels required by major customers. Lead, coordinate and organise resources for project start-up, implementation and stabilisation. Undergone DHL Project Management Course based on PRINCE2 methodology.

Kuala Lumpur, Malaysia

Research & analyse routing that delivers best transit time performance in accordance to customer requirements. Review existing processes for continuous improvement e.g. Repair-Return Program. Support Key Account Managers in compiling destination country import requirements for preparation of customer SLA and SOP.

Kuala Lumpur, Malaysia

As a Management Trainee, undergone training in the various departments to better understand the company’s internal operations in Sales, Operations, Customer Services, Finance and IT. Upon completion, was assigned to the Commercial Group to support the major customers in providing supply chain solutions and project management.

Professional Certificate In Cx, Customer Experience

Ymp, General Management

Icsa, Business Management

Education record

Professional Diploma In Cx, Customer Experience