Quentin Ngai Email & Phone Number

Melbourne, Vic, Au

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

Cars24 Australia is in the business of changing how Australians buy used cars.As a Product Manager, I led cross-functional collaboration and launched a suite of web and mobile app products. I am proficient in product roadmap development, stakeholder collaboration, and Tech Debt reduction through strategic system understanding and migration. Key Achievement: -Delivered 5 internal features for car refurbishment operations, increasing operational visibility and efficiency and generating $1 million in annual operations. -Led 5 Engineers and Designers while addressing daily challenges to ensure product quality and improve issue resolution by 10% -Implemented and managed HubSpot CRM, resulting in projected operational savings of $2 million across all verticals by automating operational processes through collaboration with executive stakeholders. -Improved automated KYC processes, increasing customer verification from 40% to 80%. -Analysed and created a successful email campaign in collaboration with Compare The Market, increasing warranty sales penetration rate by 20%. -Ran A/B Test to optimise value-added service emails to improve add-on rates by 20%.Increased Tech cost savings and developer productivity through identifying tech debt reduction opportunities. -Created Product Requirement Documents (PRDs) to scope and manage the launch of the Workshop Tool to track work and time spent on a stock.

Melbourne, Victoria, Australia

𝑶𝒑𝒆𝒓𝒂𝒕𝒊𝒐𝒏𝒔 𝑴𝒂𝒏𝒂𝒈𝒆𝒓 - 𝑽𝒂𝒍𝒖𝒆-𝑨𝒅𝒅𝒆𝒅 𝑺𝒆𝒓𝒗𝒊𝒄𝒆𝒔▶️Enhanced the company's financial performance, leading to heightened customer satisfaction and a $450 per-unit revenue increase by strategically managing a portfolio of value-added services. ▶️Orchestrated a highly successful email campaign with an 𝐨𝐩𝐞𝐧 𝐫𝐚𝐭𝐞 𝐬𝐮𝐫𝐩𝐚𝐬𝐬𝐢𝐧𝐠 𝐢𝐧𝐝𝐮𝐬𝐭𝐫𝐲 𝐚𝐯𝐞𝐫𝐚𝐠𝐞𝐬 𝐚𝐭 60%, 𝐚 20% 𝐜𝐥𝐢𝐜𝐤-𝐭𝐡𝐫𝐨𝐮𝐠𝐡 𝐫𝐚𝐭𝐞, 𝐚𝐧𝐝 𝐚 15% 𝐜𝐥𝐢𝐜𝐤 𝐫𝐚𝐭𝐞, by collaborating with 𝐂𝐨𝐦𝐩𝐚𝐫𝐞 𝐓𝐡𝐞 𝐌𝐚𝐫𝐤𝐞𝐭, leveraging our 𝐇𝐮𝐛𝐬𝐩𝐨𝐭 𝐂𝐑𝐌 to guide consumers towards diverse value-added services▶️Collaborated with vendors and partners nationally to ensure seamless service delivery by negotiating contracts and drafting service level agreements (SLAs).=======================𝑶𝒑𝒆𝒓𝒂𝒕𝒊𝒐𝒏𝒔 𝑴𝒂𝒏𝒂𝒈𝒆𝒓 - 𝑾𝒂𝒓𝒓𝒂𝒏𝒕𝒚 𝑴𝒂𝒏𝒂𝒈𝒆𝒎𝒆𝒏𝒕As an Automotive Warranty Manager, I oversaw and optimised warranty management processes. I designed and implemented efficient warranty claim handling procedures, improving customer satisfaction through prompt and accurate claims processing. Additionally, my initiatives led to a 20% reduction in customer complaints nationally, achieved through leading refurbishment quality forums and establishing benchmarks within the company.Key Achievements:▶️Handled 𝐀𝐂𝐂𝐂 𝐦𝐚𝐭𝐭𝐞𝐫𝐬 by thoroughly understanding the regulation and collaborating with 𝐢𝐧𝐭𝐞𝐫𝐧𝐚𝐥 𝐥𝐞𝐠𝐚𝐥 𝐜𝐨𝐮𝐧𝐬𝐞𝐥 𝐚𝐧𝐝 𝐭𝐡𝐞 𝐇𝐞𝐚𝐝 𝐨𝐟 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞.▶️Designed and implemented efficient warranty claim handling procedures, improving customer NPS scores by ensuring prompt and accurate claims processing.▶️Reduced customer complaints by 20% nationally by leading refurbishment quality forums and establishing benchmarks within the company.

Melbourne, Victoria, Australia

As an Operations Associate, I played a pivotal role in streamlining processes and enhancing efficiency within the organization. 𝐈 𝐠𝐚𝐢𝐧𝐞𝐝 𝐞𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 𝐢𝐧 𝐚𝐧 𝐞𝐚𝐫𝐥𝐲-𝐬𝐭𝐚𝐠𝐞 𝐬𝐭𝐚𝐫𝐭-𝐮𝐩 𝐢𝐧 𝐋𝐨𝐠𝐢𝐬𝐭𝐢𝐜𝐬 (𝐋𝐚𝐬𝐭 𝐚𝐧𝐝 𝐌𝐢𝐝-𝐦𝐢𝐥𝐞), 𝐓𝐞𝐬𝐭 𝐝𝐫𝐢𝐯𝐞𝐬 𝐚𝐧𝐝 𝐬𝐚𝐥𝐞𝐬 𝐨𝐩𝐞𝐫𝐚𝐭𝐢𝐨𝐧𝐬)Key responsibilities included creating and launching vehicle delivery and test drive scheduling solutions nationally, optimizing outbound calling, and implementing inventory management processes. Additionally, I supported external auditors on the stock take, ensuring complete inventory visibility and accountability. My contributions also extended to collaborating on Docusign Integration with the internal tech stack and creating processes around sales documents.Achievements:▶️Created and launched vehicle delivery and test drive scheduling solutions nationally, increasing visibility of upcoming deliveries and optimising outbound calling by 1 FTE, through the use of low/no code tools such as Airtable, Zapier and Miniextensions. ▶️Supported external auditors on stock take, resulting in full inventory visibility and accountability through implementing inventory management processes nationally.▶️Worked with the Head of Sales Operations on Docusign Integration with internal tech stack and created processes around sales documents.

Melbourne, Victoria, Australia

SAFEgroup Automation is a leading Australian provider of control system engineering services.My responsibilities included:-Contributed to the development and implementation of control systems for industrial automation projects.-Collaborated with the engineering team to design and troubleshoot control systems based on client specifications.-Assisted in testing and commissioning control systems to ensure functionality and performance.Provided support in documenting system designs, specifications, and test procedures.

Singapore

• Conducted quality acceptance tests for high-speed placement machines used in Surface Mounted Technology solutions • Acknowledged and praised for streamlining the quality assurance process, which helped to significantly reduce bottlenecks • Efficiently identified and escalated manufacturing quality defects that resulted in swift correction from manufacturing lines • Ensured adherence to all Workplace Rules and Regulations • Participated in global meetings with Germany and Malaysia for process feedback

Singapore

• Oversaw maintenance of various classes of military vehicles• Planned and scheduled transport routes and deployment• Developed and conducted vehicular training programs• Kept a track of quality, quantity, stock levels, delivery times, transport costs and efficiency throughout• Addressed and resolved any issues relating to shipment and inventory

Bachelor Of Engineering - Be, Electrical And Computer Systems Engineering

Activities and Societies: President, Society of Monash Electrical Engineers Project Lead for Project Swallow Healthcare Innovation Summer.

Associate'S Degree, Electrical And Electronics Engineering, 3.72

Activities and Societies: - APEX Programme that encompasses multi-disciplinary projects and cross-faculty cooperation. - Singapore.