Hp Store Customer And Sales Operations Manager (Ap Region)
Current- Currently leading HP Online Store and Marketplace Order Fulfilment and Post-Sales Operations across 10 countries in Asia - Direct people management of subject matter experts and people managers situated across 6 countries.- Management of 2 Call Center contracts, 1 in India and 1 in SEA, performing Customer and Order Management support functions.- On-boarded and operationalized partners to support inventory and order fulfilment activities.- Defined roadmap of new features and processes, implementation strategy and facilitated coordination with IT and regional teams. - Planned, Designed and Implemented Customer Experience initiatives such as Track & Trace, Same Day Delivery, and Easy Returns positively impacting our Net Promoter Scores - Deployed Sales-Generating enhancements such as Financing and Buy-Now-Pay-Later options, E-wallets, resulting to an incremental improvement on sales conversion- Created operational dashboards to monitor and drive performance of partners and call center vendors.- Maintained employee engagement scores belonging to the Top Quartile
