PEOPLE

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Work experience

Truck driver
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Work experience

User Experience Engineering - Associate Manager (from March 2016 to August 2019)
UX Strategist - Senior Project Manager (from November 2011 to February 2016)
Manager - Client Services (from May 2010 to November 2011)
Senior Client Servicing Executive (from January 2008 to April 2010)
Executive - Creative (from November 2005 to August 2007)

Education

Bachelor degree in Visual Communication (from August 2002 to April 2005)

Other

Certified User Analyst by Human Factors International
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Front End Developer in JAVA with 8.5 years of experience
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Work experience

Customer Service Executive-Technical (from January 2012 to August 2019)
Refinitiv [Formerly known as Thomson Reuters] (In Australia) 2012 – Now Help client queries including application issue and networking issue and, find a solution to solve the issue by using phone, email or remote session. Key Responsibilities: • Respond to customers’ enquiries relating to information, product functionality and fault calls resolving as many queries as possible on the first interaction. • Provide technical support for problem resolution, including narrow downing and reproduction of customer issues. • Interact with clients, second level team and network teams. • Logging and classifying all calls and requests for assistance in the customer relationship management system. • Follow the appropriate procedures to respond to issues and update our customers when outages of a major nature occur. • Identify and escalate problems affecting a number of customers or influencing the timely resolution of one customer’s enquiry. • Accept additional projects or areas of responsibility that will improve the team’s performance. Achievements: • Achieved targets presented by the company every time. • Received customer service awards based on customer satisfaction survey result such as Gold Prize Above & Beyond and, Wow Completion. • Shared email templates that I created for resolution for issues. This ease and shorten troubleshooting time for team members. • Contributed several projects for improving our services and team performance, this resulted to lead success result (Such as building up and maintaining a team information sharing portal site and call quality competition that I as a committee member evaluated agent's client enquiry calls and provided feedbacks to agents weekly). • Trained and mentored new employees. • Knowledge transfer for relocation of call centre. Main Products: • Thomson Reuters Eikon - Financial information application • FX Trading - Foreign exchange trading application
Advertising Agency Sales/Planning Manager (from May 1997 to December 2003)
Daiichi Hansoku Kikaku Inc. (In Japan) 1997 - 2003 Find new clients and retain clients, at the same time create marketing plans and implement them especially trade sales promotions and consumer sales promotions. Key Responsibilities: • Retention of existing clients and expand sales from existing clients. • Make and present marketing plans suggesting strategies of developing market share of clients and, penetrating products of clients to consumers in current business environment. • Analyse consumer and market trends, and visit clients to present them for further proposal. • Manage marketing crews of up to 100 staff during product campaigns or marketing strategy plans. • Report and adjust progresses of marketing plans. Achievements: • Constantly achieved targets of sales and expanded sales of existing customers. • Expanded from small sales to the company's largest sales by developing customer relationship regularly and creating connection with customers organizational hierarchy (key person). • Achieved historically the highest individual annual turnover within the company (this company was established around 30 years ago at the time). • Risk management went smoothly with advance preparations. • Complaint management went smoothly with providing reports and prevention plans. • Became a key person to communicate with partner companies by warm-hearted, detailed and speedy communication.

Education

Bachelor (from April 1993 to March 1997)
Economics
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Work experience

Executive Consultant & Owner (from August 2011
Consulting or project management within supply chain, logistics, operations, vendor management and procurement. Delivered by optimisation of the supply chain including reverse logistics, inventory and warranty management, end-of-life planning, repair / refurbishment processes and collaboration into developing automation strategies that increases velocity capabilities and reduces cost to serve. Establish processes for vendor selection and ongoing management. Establishing product ownership within a supply and procurement value chain context. Health checks on vendor SLA’s (Major Clients: Apple, CBA, Westpac, ANZ, Samsung Australia, Sony Computer Entertainment Europe - EMEIAR & Oceania, Telecom New Zealand)
Operations Manager (Project Lead) (from November 2017 to July 2019)
Operational leadership of the entire repair and replacement function for Apple products throughout Australia (iPhone, iPads, iWatch, BEATS & iPods), with total P&L responsibility. Customer base - Apple stores, Retail stores, Telstra, Vodafone, Optus and B2C. 3PL and transport performance reporting and improvement management. Total staff 65 (7 direct reports)
SPM Oceania & Repair Centre Manager Australia (from August 2013 to November 2017)
Managing the entire Supply Chain and Logistic function to support NCR’s Customer Service operations throughout Oceania. This was for both Financial Major Customers: - (ATM’s) ANZ, NAB, Westpac, St George, HSBC, BoQ, Bendigo, BSA, Kiwibank, BoNZ, 7/Eleven & CashCard and Retail Major Customers: (Self-Checkouts – POS equipment) YUM (KFC), Woolworths, Coles, BigW & Aldi. Full P&L responsibilities for inventory, internal and external repair operations and the management of all 22 x DC-3PL sites with 15 x additional small regional satellite locations (Drop Points) and transportation. SPM Total staff 7, Repair staff 10

Education

Foundation Degree - HM Forces School of Education (Level 5 NQF). (from January 1992 to January 1996)
1. Supply Chain, Logistics, Warehousing & Operational Management 2.Antenna manufacture - Radio TX/RX - Data encryption - Satellite Communications and Burst Transmission
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Work experience

Mechanical Site Engineer (HVAC, Plumbing & Fire Fighting) (from July 2015 to November 2016)
• Finalizing material supplier and taking internal approval from the management for material submittal, Tracking the material submission. • Coordinating with site activity for execution & material follow up with purchase department. • Coordinating with the drafting department for submission of drawing, technical solutions and taking approval from the consultants. • Attending the meeting with consultant & client for daily progress of the site. • Handling Subcontractor for firefighting works & plumbing. • Preparing internal subcontract with company workers. • Coordinating with the QS team for the monthly bill for the main contractors & verifying monthly bill of subcontractors for approval from the management. • Providing inputs for the planning for their weekly & monthly reports.

Education

University of Wollongong (from July 2017 to July 2019)
Master of Engineering - Mechanical
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Work experience

Project Engineer (from November 2011 to June 2019)
• Manage and control different projects simultaneously through Primavera P6 and MS Project • Conduct weekly meeting of a project team to ensure timely deliverable and provide alternatives to successfully achieve goals and targets • Procure BOP from local and international vendor and ensure timely deliveries to meet the project deadline • Monitor and control project using S-curve, 02 week look-ahead, baseline v/s actual and ensure to remain in assigned budget and timeline • Prepare delay notification status and change order request for client providing all reasons • Managing Internal & external stakeholder including client, suppliers and principal (GE Jenbacher, GE Water) • Ensure that deliverable meets the project scope / requirement along with client satisfaction and quality assurance • Lead the development of basis of design and FEED for new greenfield/brownfield projects • Prepare Techno commercial proposal / bids along with budgeting & costing, timeline, commercial TOC • Exhibits high accuracy during cost estimation and development / monitoring of cost, time during project • Liaison with Finance and procurement department for cashflow, ROP, PO, Invoice and other financial matters • Liaison with commercial dept for establishing / amending LC, Performance Bond and other commercial matters • Hands on experience on MS Dynamics AX 2012, SAP, Primavera P6 and MS Project • Prepare Monthly Report identifying all aspects of project including safety statistics, schedule and budget progress, achievements, project risks and concerns on relevant project portfolio

Education

Bachelors in Mechanical Engineering (to December 2009)
Mechanical Engineering, HVAC, Project Management
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