Max Luo Email & Phone Number

Industry: Fintech (Payment Service Provider)> Well leading the operations and customer service team, manage. monitor and optimize the key workflow and process. > Working closely with domestic and international partners such as Grab, Alipay, WeChat Pay, PineLabs, Atome, DBS Bank, UOB Bank, Sunmi and iMin etc,. > Built strong relationships with key clients such as Frasers, Capitaland, MBS, Tangs, Paragon, , Sentosa, Valiram Group, Jumbo Group, Tung Lok Group, WingTai, ToysRus, XiaoMi, Scarlett Supermarket, iJooz, Club21, The Face Shop and Innisfree etc, through outstanding customer service.> Successfully managed the Frasers X GrabPay project within the extremely tight deadline.> Successfully led the Uniweb migration project, migrated all merchants from old system to new system, and strategically arranged on-site deployment for massive stores across the island-wide.> Built up the HR system from scratch, created the HR policy and implemented QuickHR Software to well managed the people operations.> Created the recruitment plan and successfully hired several important positions such as Head of Software Development, PR Manager, Finance Manager, BD Manager, and Data Analyst etc,.> Contributed significantly to employee retention, reduced the turnover rate by implementing employee engagement programs, promoting a positive working culture, coordinating among departments and improving employee benefits etc,.

Singapore

Industry: E-commerce (Pet Care Products)> Shaped the vision and product development strategy, led the development of full product lifecycle strategy including but not limited to research development, production, and marketing.> Established the Go- to market strategy plan and executed it successfully.> Successfully promoted the product branding and brand image on private label product line - Paw Made.> Through sale performance analysis, all profitability goals were achieved. Increased sales revenue by 500% through maximizing new product introductions and market strategies.> Orchestrated launched 150 new products to catalyze the market share expansion.> Oversaw the supply and demand planning performance, ensuring the inventory was maintained optimally.> NPI procurement management through supplier collaboration and management both domestically and overseas.

Industry: AppleCare Contact Center > Demonstrated outstanding enthusiasm and problem-solving skills in dealing with extremely challenging situations.> Led a team of over 20 members while providing exceptional customer service, customer satisfaction has been consistently maintained at over 90% annually.> Led a team of 72 members to accomplish the Apple 2018 BRT project, earning an excellent performance achievement award.> Organized and conducted orientation sessions and on-the-job training for new onboardings.> Successfully led training programs and development paths for new advisors. Accomplished performance and attendance tracking against set goals for participants.> Led periodic coaching, counselling, and feedback sessions and mentored new hires, resulting in stronger staff development and increased productivity.> Coached new hires on service techniques and provided scoring through quality assurance program.> Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Industry: Retail (Electronic Products )> Delivered leadership to an executive team dedicated to driving ambitious targets with well-orchestrated plans.> Managed day-to-day operations of 4 retail stores with more than 20 staff counts, orchestrating forward-thinking strategies to accomplish profit and expansion goals.> Monitored sales forecasts and projected financial planning for the organization to achieve an annual revenue goal of $500,000.> Participated twice in Singapore COMEX show and achieved revenue of S$80,000 in 8 days.> Training of sales team to encourage the highest quality of service.

Bachelor'S Degree, Business Management

Diploma Of Education, Business Computing