Chia Hong Shih

A passionate Customer Focus and Business Process Improvement Change agent seeking to lead and drive changes to enhanced service delivery and processes of any organizations. My work experience had taken me across Asia Pacific with small medium enterprise and large multinational orgranization had equiped me with resilient, resourcefulness and can-do attitude to handle new challenges ahead. My skills: a. Customer Service and Customer Service Delivery Experienced in championing the Voice of Customers and Customer Experience across the OTC process in Shell, NTT MSC and Ansell. o Fostered, coached and motivated a team of Customer Service representatives to deliver “Best in Class” service. o Delivered consistent high performance through KPI (NPS, CSI, Queue management) management. o Transformed Service Level Agreement (SLA) through negotiation and strengthen ongoing governance using LOTCC. b. Project and Change Management Spearheaded many end to end transformational change and projects in Offer-to-Cash, Customer Service and Contracting & Procurement with proven track-record across Asia Pacific: o Experienced in major Oracle, SAP, CIM, CRM and Salesforce project deployment. o Experienced in managing Change Management with internal and external stakeholders. o Managed business risks/process gaps identification and mitigation actions plan. c. Continuous Improvement (CI) (LEAN) Embedded CI to improve daily business operation resulted in cost savings in various projects: o Sales Time Liberation annual US$29,000.00, improved collection by 20% (Direct Debit) and reduced Overdue Days Outstanding from over 31days to 28days. d. Supply Chain - Warehousing & Logistics Management o Oversee warehousing and logistics operations across Asia Pacific with warehouse in Australia, China, India and Malaysia. o Setting up 3PL operations in China and India. o Working closely with different 3PLs in APAC region to achieve the organization's objectives/goals and ensuring compliance of each local country regulations.