Ivan Li Email & Phone Number

Hong Kong

Hong Kong Sar

Hong Kong Sar

Hong Kong Sar

Quarry Bay, Hong Kong Sar, China

Hong Kong

Hong Kong

• Created, managed and executed schedule for projects to ensure change and expectation of stakeholders to meet project milestone• Outsourced tasks under sales process to Global Service Centre in India and Philippines with ; Scope of outsourcing: Quotation to Customer, Contract Maintenance, Rate Retroactive Filing, Dispute Handling processes• Established governance including data quality, SLA and regulatory compliance; Implemented best practices in operational delivery and performance measures by providing process improvement solutions• Monitored data periodically and evaluated impact on rate filing timeliness, booking on tariff/market rate, invoice quality and VIP scheme and reported to Head of Sales• Lead project meeting to prioritize process and system issues to align sales, global service centres and project team’s concerns• Provided training and clarified process and IT issues for sales, CS and global service centres and advised process to be done

Hong Kong

• Assist corporate business users to define customer booking and outbound documentation process and workflow for various business scenarios• Provide business research, design and FMEA for an ERP• Identify current painpoints and liaise with business user to improve the existing operation by providing solutions on system enhancement and process tuning.• Manage system roll-out plan, coordinate with support teams and conduct training to global and regional trainers• Work with key project members including project managers, developers and QA to assist them to understand business requirement and processes in order to ensure finished product complies business specifications• Conduct user acceptance testing to ensure that the product developed supports business use cases• Plan, conduct and report quality assurance audits to compile with ISO 9001. Support management in promotion and assessment of compliance to regulations, guidelines and corporate policies.• Understand booking SOP and its processes. Define SLA for internal processes and customer interactions and re-engineer SOP standardization• Analyze customer pain-point on exception incident so as to standardize recovery model and identify opportunity to customer value creation to create competitive advantage.• Provide professional support service as system support for end users via web portal, Email, IM and phone call• Conduct problem analysis and resolution. Liaise with system vendor, internal teammates and end users on system improvement plan

Hong Kong

Rotated in Business Units: Freight, Warehousing, Transportation and Food TradingFrieght Forwarding• Gained exposure in Import, Export & Customer Service teams in Freight Forwarding• Presented VIP customer's report and review trend of tonnage to senior management weekly• Leaded a Customer Service Satisfaction Project and re-engineer process of handling VIP customersTransportation Management• Monitored and organize routine warehouse operations• Reviewed logistics operating flow, procedures and achieve corporate standard to achieve competitive cost and time effectiveness for a MAss Transit Railway Corporation Project• Planed resources, allocate manpower and liaise with major stakeholders for Exhibition Move-out Service• Arranged relocation and delivery services including tailor-made quotation for a electric generation companyWarehousing• Worked closely with suppliers on capacity planning, inventory management• Followed up of timeliness of Purchase orders / replenishment as necessary and coordinates with suppliers to receive the goods as planned• Monitored and review supplier performance and drive improvements on the supply chain flow to manage the supplier delivery certainty• Elaborated KPI and inventory reporting to facilitate cost and service improvements• Developed effective inventory software to keep track of all stock controlsFood Trading• Launched a marketing campaign by designing a neck tag for lunky draw• Leaded the Value-added Service (VAS) in distribution centre