Dawn Chan

1. Sales transformation initiatives for the global MNC of it's APAC region (by phases) 2. PMO set up and PM tool adoption and change management for a growing SEA IT company 3. Project delivery of cross regional ITSM platform for a SEA unicorn customer

Post completion of my secondment in Kuantan, transition back to HQ for the new role Head of Service Quality under Corporate Strategy. This new role is designated to be an independent function within EDOTCO to ensure high standards of service delivery and satisfaction. Primary role is to develop and implement policies and procedures that improve service quality, enchance both the customer and supplier experience. Following are some key initiatives executed in this new role: 1) Quality Assessment of the Survey and Timely Execution  - Plan and ensure the survey questionaire is well-designed, effective and capable of providing valuable insight - Ensuring sampling are representative, data collection process, response rate, data validation, survey methodology used is reliable and the scoring process is consistent and accurate - Major surveys executed annually/quarterly :   I. Customer: targeted key customers across 7 operating markets II. Suppliers/Vendors: targeted suppliers/vendors (>500 suppliers) across direct spend categories of structure, energy, CME, O&M III. Employees Experiece Survey - targeted employees across 7 operating markets and HQ 2) Data-Driven Findings and Actionable Plan - Analyze the survey findings, interpret in the context of EDOTCO business and identify significant relationships, important variables or key factors driving satisfaction or influencing the performance - Prepare the Mgmt. Reports based on findings and propose recommendations for improvement : I. Customers: Key processes for improvement relevant for each operating markets II. Suppliers: Highlighted least performed categories for improvement, key processes for improvement, propose initiatives for better vendors engagement III. Employees: Report with detailed scorings and categorised verbatim comments that reflect key areas for improvement IV. Overall improvement proposed for survey sampling, questionaire design and key performance metrics V. Overall stakeholders mgmt

On one year secondment assignment from edotco Malaysia to its newly acquired entity Touch Mindscape in Kuantan, to lead and manage overall post acquisition integration programme. Under the oversight and leadership of the Steerco, responsible of the following: 1. Closing key CS items (customers related), includes negotiation, data reconciliation, preparing mgmt papers obtain management approval, closing agreements with customers and internal cross functional 2. Plan, lead and manage transition and integration plan across various work streams from tools/systems, employees onboarding, suppliers and vendors, customer agreements, alignment, implementation of new policies, processes, and reporting. 3. Lead and drive implementation of initiatives to meet immediate business targets, such as new sites roll out, clawback projects, collaboration agreement and etc 4. Support additional assignments or initiatives from HQ such as funding, audit and etc. 5. Overall stakeholders mgmt with the local team, previous seller, internal group cross functionals and external customers and suppliers.

Overall programme lead for NFCP project (National Fiberisation Connectivity Programme), key focus in implementation for total portfolio awarded by MCMC and collaboration with MNOs partner, local and state government agencies. Projects : 1. End to end poject management- Implementation of project NFCP1 nationwide (113 sites in 7 states), managing project team, contractors, budget, timeline, risk and issues and internal/external stakeholders management . 2. Bidding and Tender Submission for NFCP2/Jendela (~400+ sites) Lead the end to end bidding proposal preparation and submission, BOQ and costing estimation, business case preparation and obtain approval and timely documentation and submission to MCMC 3. Implementation of Clawback Project - Dark Fiber 4. Post Acquisition Integration - SBC towers (~250 sites)

On the assignment from edotco Group to edotco Sri Lanka. Programme lead for key strategic initiatives implementation in Sri Lanka further to the Collaboration agreement signed with Dialog Sri Lanka. Projects: 1. Lamp Pole Implementation (new business expansion, RFP and contracting suppliers) 2. Energy Assets Carved-Out (on hold due to BOI and license issue) 3. SSU/ServiceCo Formation and People Carved-Out (total ~300 staffs) 4. Operational improvement initiatives

Transferred from Celcom to Axiata's newly setup subsidiary edotco Group. Last role was the Head of PMO reporting to the Division of Strategy and Commercial before I was assigned to edotco Sri Lanka. Key responsibility is projects portfolio management, govern and ensure strategic projects implementation across regional subsidiaries and at group level. edotco Group is Axiata Group's new strategic subsidiary. It owns and manages the passive network infrastructure of the Axiata Group as a business and has its footprints in Malaysia, Cambodia, Bangladesh, Sri Lanka, Myanmar, Pakistan and potential regional markets.

Reporting to Programme Management Office (PMO), under the division of Corporate Strategy. Key responsibility is to provide project delivery, govern and implement transformation projects of various business division. Last assignment before I left Celcom was the project manager for 4G Network Packet Core rollout.

Managed a newly setup sales operation team to provide pre/post sale support to enterprise business dealers and account managers -Supported aggressive recruitment drive of enterprise business dealers -Developed training module and executed training programme to the business dealers -Developed sales operation KPIs, SOPP and SLAs -Initiated process improvement on dealer incentive, sales order submission/approval - Initiated enhancement on business dealer portal -Assigned as enterprise lead for MNP and New Postpaid Billing project