Wipro Singapore/META

Senior QA Analyst at META/Facebook // 

2022 Oct – Current // Singapore

Addition to the role of Quality Assurance Analyst and Point of Contact for SMB APEC program, The senior role will overlooking various APEC SMB program working with internal Stake holders including working with META Sales Program Managers (across on boarding to agency) and Customer success program managers.

Ensures Quality outcome of various external vendors, striving excellent marketing strategies and Revenue orientated direction. Ensure service level, customer coverage, Revenue and solutions turn over are measured and presented to all stake holders in weekly business meeting and Monthly Quality Reporting.

Other responsibility include Quality development in new markets and fields, Program and account management, Strategic revenue generation, End advertiser service measurement, Leading and consulting market insights and shift in trends through processing data and analytical presentation, Partner with other global Region to upgrade and streamline quality assurance including APEC/EMEA/LATAM/NA, Engage and advice in Regional APEC calibration and global Calibrations.

QA Analyst at META/Facebook 

// 2021 April – 2022 Sep // Singapore // 1 year 5 months

Main role are responsible for performing Quality transaction monitoring across the SMB program for internal stake holders as well as external vendors in APEC. It includes producing high level of market and quality insights in collaboration with respective call centres quality managers and Facebook client experience PM to drive excellence.

The role includes proficient in both customer service and sales environment as well as a good understanding of the APEC market, and specific market (Japan and APEC) support. Responsibility include audits and feedback through QMS 1-1 group calibration, evaluation, support/ implement and manage Quality management, and align with global standards.

Current responsibility includes Quality program POC for number of sub programs under Facebook/META sales SMB (Boost up, Instagram Boost up, Agency) and work closely with Facebook/META sales program Project managers to improve quality, work flow and Business KPIs

I-O&TY Pte Ltd Singapore

General Manager 

// 2020 – 2021 April // Singapore // 8 months

Managing all outsourced contract manufactures, including Operation, production, Quality control, Quality assurance in EMS field. Including Risk management, communication and planning with the higher management of the contract manufacturers to ensure products are in strict accordance to customer requirements and in time.

Managing and planning with various teams for manufacturing needs and ensure products are planned according to customer demand. Manage a team of Customer support and customer complaints. Manage ALL company IT equipment and software, including outsourced IT service and providers. Overlooking overall operations, accounts, and customer supports on all teams.

Project Manager 

// 2015-2020 // Singapore // 5 years

Customer orientated team and project management. Managing customer service and quality Assurance team.

Managing overall business development, marketing, and budgeting. Ensure customer satisfaction through quality and customer feedback. Control of company IT systems, software, hardware and all online content management, website, E-commerce and digital marketing.

Managing different teams for different projects, EMS teams, QC teams, Web development team and E-commerce team. Managing all outsourced contract manufactures, including Operation, production, Quality control, Quality assurance in EMS field.

Assistant Manager 

// 2012-2015 // Singapore // 3 years

Assisting and control overall Production management. Establish customer needs and control of factory output.

Communication and support for both internal and customer audit requirements. Data planning for overall budgeting and cost control. Managing outsourced manufacturers including Quality and production.

Sales and Marketing Executive 

// 2008-2012 // Singapore // 4 years

Planning and control of purchase Orders / sales orders. Supporting Departmental Managers in their sales and manufacturing support.

Assisting in product defects and overall quality of product. Operations management and stock management.

Pan Pacific Hotels and Resort Singapore

Front Office Supervisor 

// 2007-2008 // Singapore // 1 year

Management and control of front office team. Daily management of over 700 rooms status with various department. Assistance to Duty managers and customer complaints.

 Key person in charge of all issues arising in customer complaints, room management, check in, check out of all guest in-house. Assisting in Guest relations and attending to VIP/CIP and Japanese assisting guests.

Concierge 

// 2006-2007 // Singapore // 1 year

Management and control Bell team and hotel drivers. Daily contact points for all guest enquiries and outsource booking, such as transport, tours, advices, restaurants, postal service.

Assistance to Duty managers and customer complaints. Key person in charge of all issues arising in customer complaints, room management, check in, check out of all guest in house.

Work Placement, Trainee 

//2004-2005 // Singapore // 0.5 years

Work attachment during collage, bar operations, and lounge service, Kitchen management and planning, Booking system of restaurants and private rooms.