Stanley Leung Email & Phone Number

United Kingdom

Hong Kong Sar

- Expanding the geographic coverage of the customer satisfaction management program in APAC region to monitor customer loyalty trending development and analyze the voice of customer to gain insight for customer experience enhancement. - identify actionable customer touchpoints along the customer journey for improving customer satisfaction based on the voice of customer and insight derived from statistical analysis of CSM survey data.- To monitor the customer loyalty development trend by measuring Net Promoter Score (NPS) and overall customer satisfaction score on transactional basis to ensure customer satisfaction improvement action is implemented in a timely manner.- Design and implement regional (APAC) Customer Satisfaction Management Operating Model for communicating the up-to-date analytical findings, voice of customer information and action progress status to all relevant stakeholders in APAC region.

Hong Kong Sar

- APAC Business transformation Project - establishing a new regional commercial operation hub in Singapore, ensuring the smooth transition of all commercial operation functions from Hong Kong, and the recruitment of people with proper expertise to be put in place.- Collaborate with stakeholders of function leaders including Customer Operation, Commercial and Marketing, Finance, Digital, Facility and Infrastructure teams to ensure project objectives and critical milestones are achieved according to the target timelines.- Seamless transition of all commercial operation functions from the original regional office in Hong Kong to the new regional commercial operation hub without any disruption of business in APAC.

Hong Kong, Hong Kong Sar

- Leading Scientific Support team in APAC region to provide scientific advisory including product recommendation and application for customers from academia and biopharma industry according to the committed service level agreement (SLA)- Setting yearly KPI target including sales lead generation (cross-selling and up-selling opportunities) and transactional net promotor score (tNPS).- As core member in APAC tNPS SWAT team, tNPS development trend and “voice of customer” are continuously monitored and analyzed to identify opportunity for customer experience enhancement.

Hong Kong, Hong Kong Sar

- Implemented “go direct” strategy, streamlining operation workflow and service channels, to offer direct sales and pre-sales and post sales support service for local customers in Hong Kong, Singapore, Australia and New Zealand;- Provide product training and complaint handling guidance to distributors in APAC region to equip them with product knowledge for cross-selling and upselling different immunoassay products and offer customers with better customer experience. - Supervised and coached junior members to align with Global SOP in order to deliver scientific support service with excellent customer experience for APAC customers;

Hong Kong, Hong Kong Sar

- Provided pre-sales and post-sales scientific support, including product suggestions for protein detection, application of immunoassay product (such as antibody, ELISA kit and biochemical assay) and product complaining handling, to customers across APAC region from academia and life science communities.- Partnering with Sales and marketing team to promote company’s brand awareness among customers, registering new customer contact data and generate sales lead by delivering tech talks in local and regional seminars as well as introducing company’s immunoassay product portfolio in regional or international life science conferences.

Doctor Of Philosophy - Phd, Medical Sciences

Research focus on functional study of Epigenetic silencing of tumor suppressor gene

Master Of Philosophy - Mphil, Biochemistry

Research focus on Applying Photodynamic Therapy on Cancer Treatment

Bachelor Of Science - Bs, Biochemistry, First Honour