About
Versatile senior leader with background in Customer Experience, Sales Support & Strategy, who has global work experience across Oceania, Asia, Europe & Americas. Professional Expertise: + Leading multi-disciplinary teams + Building high performance teams & scaling up + Strategy planning & execution + Performance Management/ KPI Design + Process Excellence/ Six Sigma + Data Analytics + Client relations/ Business Development Industry Expertise: + B2B & B2C Products + Order to Cash management/ Customer onboarding + eCommerce/ Freight Forwarding/ Supply Chain/ Express/ Postal Workshare + Emerging Markets (GTM, M&A & Innovation) + AgTech
Experience
Vice President Customer Operations & Success
FourKites, Inc. · Chicago, Illinois, United States
Present
Responsible for Customer Success Management, Technical Account Management and Renewals Management
Vice President Customer Experience & Operational Excellence
Farmer's Business Network, Inc. · United States
Building a world-class Customer Experience, Customer Support & Operations Excellence team in #Agtech, serving B2C & B2B. + CX vision & 3 year roadmap + VoC Metrics (NPS/ CSAT/ CES) + KPIs (Case Mgmt/ Order to Cash/ Interactions) + Omnichanel support + Operational Excellence with continuous process improvements + System enhancements + Product management (TMS/ WMS/ EHS) + Data Analytics, Dashboards & reporting
Head of Product Management
DHL eCommerce Solutions · Miami/Fort Lauderdale Area
+ Product development & launch + Program Management (eCommerce logistics) + Quality Management + Sales & Operations Planning + Support Revenue Growth & Profitability Improvement + Continuous Process Improvement
Head of Customer Experience, Americas
DHL eCommerce · Miami/Fort Lauderdale Area
Leading functional teams with following responsibilities: + Client Relationship Management ($1bn+ portfolio) + Implementation/ Customer onboarding + Digitalization of Customer Touchpoints
Head of Sales Support, Marketing & Corporate Communication
DHL · Miami, USA
Leading functional teams with following responsibilities: + Sales Operations/ Support + Sales Performance Management + Sales Incentive Management + RFQ Management & Quotations + Customer Reporting + Marketing + CRM System Management + Data Analytics, Quality & Tools Management + Corporate Communication
Director Strategy & Planning
+ India Management Board Member + Develop strategic roadmap for 2015 + Identify key opportunities and develop concept for approval + Steer implementation of key strategic initiatives + Interim P&L responsibilities + Engage key customers at senior management level + Product development and launch + Mentor & Coach
Senior Consultant/ Assignment Manager
DHL · Germany
Developed and deployed various corporate strategy programs worldwide, including green strategy, six sigma/ lean methodology, supply chain and cost efficiency improvement
Project Manager
Managed design, development and construction of London Borough of Ealing's real estate properties, including schools, libraries and offices
Mechanical Engineer
Lincolne Scott · New Zealand and Australia
Led project teams with dual responsibilities, as Mechanical Engineer and Project Team Leader for projects valued up to AUD$3 million
Education
University of Auckland
BE, Mechanical
AGSM @ UNSW Business School
MBA
Mt Roskill Grammar School
Bursary
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