ALvan Lau

A leadership role as a strategic internal consultant aligning human capital with Carro’s regional expansion and new business ventures. Focus centers on big-picture strategy, ensuring all initiatives are scalable, time-sensitive, and impactful. • Company-Wide Engagement: Led comprehensive initiatives to foster a unified, high-performance corporate culture across all regional offices. • Tiered Talent Development: Launched specialized development pathways for Managers & Above, Management Associates, and Carro Interns. • University Collaboration: Continuous partnership with DRU-University to implement a micro-learning framework for accredited Advanced and Professional Certificates. • New Business Readiness: Developed EV (Electric Vehicle) Training programs to ensure workforce readiness for new car brand launches. • Strategic Career Mapping: Streamlined organization-wide career frameworks to provide clear, merit-based growth paths for all employees.

Results-driven Learning & Development Manager with expertise across 7 country (still growing), specializing in technical and soft skills training, as well as quality assurance in business processes. Proven track record in leading comprehensive training programs in sales, customer service, inspection, business development, communication, and leadership. Champion of continuous learning, with a strong emphasis on leveraging LMS platforms to drive knowledge management and organizational growth. Skilled in coaching, mentorship, and talent development, with a focus on fostering high-performance teams and driving business success. Experienced in leading impactful talent growth, currently program manager for Carro Management Associate (CMAP), the go to corporate events and team-building activities creator and advocate environments that promote collaboration and engagement. A perfectionist, goal-oriented leader with a relentless focus on detail, ensuring both personal and team growth.

TDCX is a multinational business process outsource (BPO), that caters multiple projects from all walks of industry. My current role encompass Government Projects, Luxury industry and Financial exchange.Under my wings I am handling 7 Dedicated Industry Trainers and 8 Quality Analyst. My duties include the following: 1. Oversee my subordinate duties & conversation with client 2. Oversee routine New Hire Training or regular coaching with brand ambassador 3. Spreadhead project development for Refresher, New Development and Recovery 4. Spreadhead ad hoc recovery via training/learning need analysis, root causes analysis & adult learning 5. Career development planning and implementation Aside from that I am also in-charge in e-learning creation via storyboard creation, learning management system creation and rollout campaign.

An upgrade of title from the previous roles, with still constant management of team globally. One new duties at hand were vendor management. Were day to dat information and target were discussed daily with all vendors at hand. At the peak of vendor management, there were 4 vendors with team size more than 300 pax were being taken care of

Embarking in a tremendous journey in Training & Quality Analyst for APAC region (Malaysia, Taiwan, Korea, Philippine) As Klook is an online tourism booking platform, my core duties would be to screen and ensure continuous standard in our customer service lines. Among the key highlight that has take place for this past year would be: 1 - Revamp of learning modules (New Hire, Senior Training, Career Development) 2 - Workshops for Presentation & Leadership Program 3 - Revamp of scorecard and stringent quality control for QA members 4 - E-learning, (2nd wave of revamp for all learning process) 5 - Language video for EN,CN,HK 6 - Projects (Product Development-- Integration from vendors 7 - Energizer (short games for starter and in between learning) 8 - QA Integrated System (Fix auditing method, coaching and buddy system) Given the current pandemic time, multiple project integration and internal initiative were the key drive of my success in this company.

I work in a BPO company under a full custodian of American Airline. My job covers the entire Asia Pacific market, which are Hong Kong, China, Japan and Korea where team size amassing to 200++ employees. As American Airline is the largest airline company in the world, with the mass amount of air fleet and customer based its contact centre unit must operate in a fast-paced environment, where information disbursement would be rapid and everchanging. A reservation manager holds an uphill task in digesting and converting the information obtained onto multiple languages and markets conditions. Hence operations, quality and training are covered in this particular role. Nonetheless I believe the more you learn, the better you get, as the bigger the differentiation the more experience one can obtain. Contribution/Achievement/Participation: 1. Localize and conduct on-board training 5 weeks plus – (new hire program) 2. Localize and conduct aadvantage (membership program) for 2 weeks - (tier 2 program) 3. Localize and conduct res care (emergency drills) for agents – (reservation care & pre-removal) 4. Localize, conduct and operate as Resolution service desk – (tier3 program) 5. Localize, conduct and operate as Tariff & ticketing program (tier4 program)

I work in a BPO company called Teledirect Technologies, which caters for the world largest smartphone producer, Samsung. Samsung Asia Pte Ltd is the regional hub for the entire South East Asia wing. I was hired to share my expertise on mobile and consumer electronic, to provide training for troubleshooting, soft skills, coaching and information sharing. Contribution/Achievement/Participation: 1. Conduct 8 hours monthly training for existing agents 2. Conduct 30+ days training for new hire 3. Content development in adherence to Samsung Singapore requirements 4. Soft skills training regarding customer service, empathy and emotional quotation 5. Cross skill training for other campaigns for soft skills related module 6. Content development for E-learning materials via LMS & I-Spring 7. Data collection of the latest products introductions & updates Challenges such as the infamous Note 7 explosion, my predecessor did not complete the above requirements, with multiple gaps in understanding, paperwork and even tabulation of information. With the time lapse of 1 week as handover, I was on my own to negotiate with clients, client service director and operation manager to ensure the feasibility fulfilling the initial contract requirements.

Taking a new turn in my life, with a grace of luck, I was given a new leaf to try-out something I am keen into, IT & Technology. As a retail trainer, my job scope is as follow: 1. Constantly updates on dealers and retailers on future products in store 2. In-house trainer for premium dealers’ employees on soft skills and products presentation 3. In-house trainer for B2B Segments on selection of products (e.g.: UM Land, Fitness First & Italianise) 4. Field trainer for Mass Merchants and Telco Providers (e.g.: Harvey Norman, Courts, Digi, Maxis & Celcom) 5. Caretaker of the entire Selangor areas (e.g.: PJ, Seri Kembangan, Kajang, Shah Alam & Klang) 6. Trainer for Samsung IM employee for latest products in shelfs 7. Product & Content Development for certifications of premium stores retail assistances 8. Senior consultant for troubleshooting & set up on roadshows & events 9. Product specialist on products media launch 10. Content Developer for gamification - Samsung Blue Academy During my tenure in Samsung, it was without a doubt an exciting experience. Juggling with the unpredictable workload while undergoing my MBA as well. Among the privilege obtain are constantly updated with the latest gadgets in the market and also the opportunity to travel entire Malaysia to conduct training, I have conducted training in places such as Kuala Terengganu, Johor Bharu, Kuala Lumpur & entire Selangor with a sole purpose to educated and help others. Aside from that group training for corporate company, cross team training is done on a monthly basis. As a whole this employment helps improve my networking skills, engagement, product creation, concentration and even way of teaching. Additional Credential: - Neuro Linguistic Programming (NLP) Training from BKI - TTT: Content Development from Samsung - TTT: ABC for SEC from Compass Mind Asia

A commercial banker in a bank call Hong Leong Bank. My job scope covers the usual day to day banking transactions, however instead of per individuals, this covers a company bases. With the ever expanding companies in Malaysia, my main target was to find new companies to bank and maintain existing company with their loans and banking purposes. Commercial banking is considered as the middle tier in between SME and Corporate Banking. Throughout my tenure I learned more on financial accounting, relationship building, service quality, financial terms & contracts and obtain some banking papers such as: Additional Credential: - Certified Credit Executive 1 - Certified Credit Executive 2 - Certified Credit Executive 3 - Ceili (Investment Link Product) - Personal Insurance - Life Insurance - FIMM (Unit Trust) - Takaful

Currently undergoing my PHD in University Putra Malaysia, researching on Asean unicorn start up for the benefits of all marketer.

Putra Business School (PBS) list of educators are based on real-life practitioner which bring a strong advantage in their testimonial sharing. Learned various tips and advice that couldn’t be found on book or elsewhere. Subjects that intrigue the most are the following: 1) Organizational behaviour 2) Business Law & Ethic 3) Strategic Management 4) E-marketing 5) Consumer Behaviour All of the following subjects gave a strong insight on how marketing works which leads to my final project paper called “The Impact Customer Relationship Management in Smartphone Industry”. CRM is a fundamental concept that should be practice by all organization in order to be sustainable. Taking masters is something worthwhile as it nurtures one to be a wiser and analytical orientated individual.

Throughout my studies in Segi College, I have learned a fundamental understanding on business skills, analysing, finance, identify and organizational behaviour . On top of that, with a diverse group of students I’m with, I learned to socialize, improve my communication skills, presentation skills and time management. Despite the studying module are more on assignment base, the experience I gained were not solely on college level, nor the syllabus from University of Sunderland itself, but rather from all other universities such as Sunway, Taylor's and Inti University. The reason being, I made new friends from Christian fellowship, sport friends and even events which lead me to understand my surroundings better. Among notable events conducted are direct selling, amazing races, blood donation, charity visits and even trading skills. For that I am truly grateful in undergoing my degree here.