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Urban Company / Category Manager - Associate Business Development Manager
I'm a Operations & Strategy Professional with a combined 8 years of experience in customer experience and data analytics. I have helped companies to create, improve, streamlining and worked together with product teams to automates processes which have successfully reduced support cost by 30%, also improving customer experiences
I wish to enter the product industry as it is my passion to build something unique to the market and loved by consumers!
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● Leading 3 Business Verticals (AC, Lash & Facial) ● Building sustainability and scalability for all 3 verticals by collaborating with stakeholders from other geographies to share learnings/studies and create new product features
• Lead a team of 20+ associates (Locally and Oversea) • Provide training and guidance to all operational associates • Ensuring success and growth of operational associates for Singapore Operation
● Launched and Scaled the entire Singapore’s Aircon business from 0 to 100+ in just 5 weeks from launch through setting the right product-market fit and ensuring partners happiness and revenue ● Solved Aircon category fulfilment issue from >15% to <2% within a month and
● Implemented initial set of SOPs for Singapore entire operations ● Collabrate with stakeholders from HO to implement recovery cost tracking process and share insights on customer’s pain points ● Supported and set-up all IT, Admin & Workplace for Singapore office (such as setting up of internet, VPNs, Employees IT Asset)
● Support team leaders with planning and motivate agents to achieve both KPI and productivity ● Liaise with stakeholders in implementing processes to improve operational efficiency, monitor and constantly review SOPs to provide feedback to management for SOP improvement
● Ensure center operations adhered to Apple’s service commitment (3S) Style, Speed, and Skill and providing mentorship to service members in order to earn customer’s trust by sharing knowledge, tips and even training while doing diagnose on their Apple’s product
- Introduction to Management - Project management - Principle of banking and finance - Accounting for Manager
Urban Company / Associate Operations & Strategy Manager
Consistently received great upward feedback, and have invested in building a great workplace and culture for our employees.
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