 Industry Experience: 16-years tracked record of project delivery and customer service experience in both financial and software service sectors. Extensive experience of service delivery and operation management, proficient with software development lifecycle. Pioneered Keyloop's shared service center from inception, leading project delivery and technical support teams to customers such like Mercedes, BMW, Scania and major auto dealer groups across APAC region (CN, JP, KR, SG, MY, TH, etc.). Project Delivery: Working closely with sales team to support and anticipate sales cycles for new deals in the region by setting up project teams, reviewing the project plan and evaluating the rationality of the delivery process; identifying potential project risks and taking corresponding measures to ensure project can be carried out as planned. Achieved 100% KPI fulfilment when overseeing project deliveries in the China region. Successfully reduced single project cost by 20% through optimized delivery processes. Customer Service: Support clients in achieving their strategic priorities by delivering high-quality and cost-effective solutions. Leading and conducting monthly SLA reviews and works closely with other teams to handle customer concerns and escalations. Key contact for major incident and able to effectively identify root cause; provide prevent actions and implement improvement measures. Regular review customer service processes and refine internal workflows to improve efficiency and reduce operational costs. Communication: 16 years overseas living and working experiences processing excellent verbal and written communication skills in both English and Chinese. Share service center setup and oversea team management experience. Technical Portfolio: Master's in Software Engineering with frontline developer technical background. Proficient with Java, C++, SQL and IT protocols. Familiar with core network topologies and architectures, experiences of IaaS/PaaS/SaaS platform paradigms.