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Technical experienced Operations Manager with exceptional record of delivering cost effective, high performance technology solutions to meet challenging business demands in customer services, reverse logistics, repair operations and manufacturing sectors.


  • Experienced in customer service, repair operations, reverse logistics, vendors management and manufacturing.
  • Strong in analytical and problem solving skills, succesfully created a warranty claims recovery process.
  • More than 10 years of systems and process management experience with deployment of multiple projects intelecommunication and consumer industries from requirements gathering and analysis up to implementation.
  • Experienced in information systems technology, project planning, strategic planning, systems analysis andtroubleshooting, quality management system, forecasting and planning, process re-engineering, and tracking of results.
  • Project led in Philips and Nokia, responsible for the successful deployment of projects with high cost-savings impact.

Work experience

Jan 2011Mar 2012

Customer Service Repair Operations Manager

Nokia Pte Ltd
  • Managed the performance and efficiency of local network – including repair, logistics and recycling vendors.
  • Managed key metrics including Turn Around Time, Quality, Cost.
  • Fulfilled customer Service Level Agreements within the agreed target.
  • Managed inventory accuracy and efficiency.
  • Managed logistics hub performance and efficiency.
  • Handled operational escalation with Singapore/Malaysia Care Head.
  • Planned and managed repair, spare-parts and swap device capacity.
Jan 2009Dec 2010

Customer Service Performance Manager

Nokia Pte Ltd
  • Deployed performance measurement - KPI settings & monitoring, QV Reporting key-user.
  • Analyzed regional repair vendors performance for corrective improvement.
  • Conducted detailed analysis of network and identified opportunities for improvements in vendor efficiency, performance, product quality and seek cost-savings in repair warranty.
  • Created a benchmarking and measurement environment for the regional repair vendors via audit &assessment exercise.
  • Managed vendor development program and deployed specific and target improvement projects to improve the performance of the existing regional repair vendor (Value Stream Mapping workshop and Lean Tools)
  • Deployed new technical and process improvements to the repair network.
Apr 2006Dec 2009

Service Solution Specialist

Nokia Pte Ltd
  • Managed repair and customer service support operations for Bangladesh, Thailand and Indonesia.
  • Managed and led Global and APAC projects in establishing efficient Service Operations.
  • Conducted vendor audit and assessment to educate and drive them to implement Quality Management System in their repair operations and operational efficiency.
  • Developed internal forecasting tool to manage and control SWAP devices and call-center cost.
  • Performed country performance review and audits.
  • Provided ramp-up support and process development for key vendor/supplier.
  • Developed new and realign service operations processes.
  • Deployed best practice in service solutions and processes.
  • Collaborated with repair vendors on new sites setup cost, capacity planning, repair activities and contract to reduce the ramp-up process.


Project Management
Operations Management
Reverse Supply Chain Management
MS Access, VB & VBA Programming