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Work Background
IBUKU StudioGeneral Manager
Jun. 2024Ubud, Bali, Indonesia
Tessaract.ioDirector of Operations
Dec. 2022 - Aug. 2023Singapore, Singapore-Executed DevOps changes within 2 months: cut down software deployment times and improved efficiency of UAT process. Pushed for verification and completion of JIRA cards in dev sprint. Ensured planning of deployment, UAT, manual testing and developers to rate complexity of cards.
-Improved communication, learning and team bonding between DevOps team in SG and Indonesia. -Improved agile documentation processes- created pre-deployment checklists, deployment/UAT cutover sheets, AAR documentation, etc.
-Manage scrum events - post-deployment reviews, sprint planning, UAT, deployments, emergency break fixes with COO.
-Ensured quality control of JIRA TI card management across stakeholders.
-Maintained gatekeeping of DevOps capacity and brought down burn down chart from a plateau to a downhill mountain.
-Managed Peppol renewal certification and conversion from Starhub to new vendor.
-Prepared and presented state courts IFAS tender for $10million project with the team.
-Prepared Ministry of Law tender for $8 million project.
-Managed Operations team of 5 full-timers and 5 interns. Conducted performance evaluations, coaching, and managed out 2 underperforming staff.
-Updated scrum key events at company weekly meetings and monthly management meetings.
-Recruited, screened, interviewed for interns, scrum master and Ops tech support specialist positions.
-Managed offboarding of staff with HR Ops Admin for security purposes.
-Temporarily managed HR Ops Admin regarding onboarding, offboarding of staff, managing accounts, security, hardware purchases, office security, etc.
Kuaishou TechnologyRisk & Response / Law Enforcement Outreach & Partnerships
Nov. 2021 - Nov. 2022Singapore-Prioritised, investigated and actioned on incoming escalation tickets/cases (P0-P2) as Global Response team across APAC, MENA, LATAM (includes content take-downs and data disclosure cases).
-Developed relationships with cross-functional partners (Policy, Government Relations, Legal, Risk & Response, Operations, etc.) for increased efficiency in decision-making for escalated cases across APAC, MENA, LATAM.
-Prepared content on management of Law Enforcement requests – data disclosure, content take-downs, reporting of cases for investigation – to present to Mexican CyberPolice and Federal prosecutors.
-Reviewed planning and potential candidates to set up regional Advisory Councils for Latin America with Strategy team.
-Conducted Strategy workshops with Trust & Safety leads regarding transparency reporting, organizational SWOT analysis, misinformation and metrics.
NTUC FairPriceAssistant Director - Format Development
Oct. 2020 - Oct. 2021Singapore-Developed concept inspiration, areas of innovation and customer-centric shopping journeys for new formats or format reinvention - through running ideation workshops to concept proposals for tender. -Defined shopping mission objectives, shopping experiences, product strategy, customer engagement, and potential partnership ideas across teams to execute. Assisted operational teams in developing structure & frameworks for new concepts within their formats.
-Supported Channels & Products teams in catering to target customers’ needs for new store openings & renovations through structured customer analysis, concept ideation, product strategy alignment - from site identification up to launch date. -Defined customer end-to-end journey in-store and touch points in line with product assortment and final store layout. Led customer demographic, sales & competitive analysis based on the site and ensured product differentiation strategy and category flow/ foot run were aligned. -Organised relevant customer research required for deep dive into topics to refine or identify initiatives. Analysed transactional data & customer feedback post-launch to drive improvements/changes for products & customer-centric solutions. -Led Fresh Products work stream planning & strategy for new concept launches. Enforced customer & data analysis to ensure product assortment & strategy was relevant to customer needs within the target segments. -Defined framework for new Fresh specialty store concept and managed Products & Procurement Task Force from site identification to launch date. Drive decision-making for product mix, layout, suppliers, product recommendations based on target demographic & site analysis.
Diebold NixdorfRegional Key Account Manager - APAC
Oct. 2019 - Oct. 2020Singapore-Ensured improved customer satisfaction and relations - provided timely communications, resolved critical escalations with technical teams, identified strategic challenges to tackle with software teams. Led monthly Steering Committees with senior management to ensure all software & hardware rollout was not impacting country schedules and sales across 66 stores.
-Sold new POS retail products/services to Sephora APAC – secured 10.5 software engineers for dedicated agile team and assisted in transition to agile methodologies; upgraded Sephora China system hardware to new configuration and coordinated with technical teams to prevent integration issues and loss to business sales across 100+ stores.
-Closed 5 deals and secured $3,573,600USD sales for 2020-21 with Sephora APAC&China account which increased 261% from 2018 where the account previously generated $1,368,730 USD worth of revenue. Grew sales in all 5 lines of business to ensure end-to-end integration and customization of products/services serving office, stores and accelerating customer checkout process.
-Negotiated pricing with customers ensuring a minimum of 30% Gross Margin. Complied with internal deal review processes and ensured all sales opportunities in the pipeline across APAC by customer account are updated in Sales Force system. Produced quarterly sales Forecasts for Order Entry and Revenue by account at Regional level.
honestbeeOperations Manager
Oct. 2018 - Oct. 2019Singapore-Supported staff for execution of launch operations - workflow for app education, on-boarding processes, app issues, automated checkout point and robotic collection point. -Aligned communication between Concierge and Backroom checkout teams to increase efficiency of completing orders for automated system.
-Reinforced and set standards for customer engagement and aligning departments for complaints management procedures.
-Monitored team performance to ensure minimal errors in customer service and reduction in 50% of online complaints. Ensured team adhered to policies, procedures, and developed training manuals, tools or updated SOPs.
-Worked with Product managers to rollout new release functions for in-house built app and manage technical temporary workarounds while engineers fixed solutions to resolve customer issues.
-Influenced priorities in roadmap for engineers to enhance customer experience during technical sync ups and solve backlog of glitches/ error codes. -Discussed bottlenecks and customer feedback with UX team to change content, layout or copyrighting of app design.
-Improved trial and execution of app releases by anticipating technical issues and workarounds with Product Engineers before each launch/rollout.
-Investigated incidents regarding SOP breaches, customer service complaints, quality control of food & beverage or groceries. -Conducted meetings with Product, Groceries, Food & Beverage, Marketing, Payments, etc. for customer-related issues to resolve. -Managed and recruited Concierge team (13 pax) which includes Assistants, Executives, Assistant Manager and Concierge Manager. -Managed paid tours with corporate, government and school groups to drive additional GMV of SGD$24,000 to grocery and food verticals offline. -Coordinated with various departments, HQ verticals and offshore teams eg. Payments, Engineering to urgently resolve technical problems regarding customer accounts or systems.
Potato Head FamilyCorporate Training Manager - Restaurant Division
May. 2016 - Nov. 2017Denpasar Area, Bali, Indonesia
Potato Head FamilyTraining & Guest Experience Manager - Katamama
Mar. 2015 - Apr. 2016The Katamama Hotel
Potato Head FamilyTraining & Quality Manager - Potato Head Beach Club
Dec. 2014 - Mar. 2015Potato Head Beach Club, Seminyak, Bali
AmanresortsManagement Trainee - Assistant to GM
May. 2014 - Oct. 2014Moyo Island, Sumbawa, Indonesia
AmanresortsResort Management Trainee
Jul. 2013 - Jan. 2014Vinh Hy Bay, Vietnam
OxfamPublic Health Promotion Team Leader - Emergency Response Team
Feb. 2008 - May. 2012Cambodia, DRC, Cote D’Ivoire, Niger, Pakistan, Haiti, Senegal, Mozambique-Led public health operations during emergency response to ensure appropriate design and delivery to refugees/IDPs. -Executed & scaled up timely emergency programme activities according to donor requirements within tight deadlines. Coordinated start-up of activities, set up of field base offices, field security procedures, procurement plans, budget monitoring. -Developed emergency/early recovery proposals, strategies, budgets and logistical frameworks for donors (DFID,DEC, ECHO, SIDA, OFDA). Developed water, sanitation & hygiene result indicators. Assessed, selected local partner NGOs, and reviewed their proposals & budgets with management team (Nepal, Pakistan, Senegal).
-Designed rapid assessment technical tools to target contexts and define strategy of water/sanitation/hygiene activities in line with evolving needs of refugees/IDPs.
-Recruited, trained and managed teams of 10 international staff, 44 national staff to implement emergency response operations. Identified gaps, conducted training and monitoring of local committees & partner NGOs to ensure performance to Oxfam technical standards and execute activities post-NGO funding.
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