May 2016 – Dec 2024 · 8 yrs 7 mos · Singapore · On-site

• Monitor and analyse repair trends, turnaround times (TAT), and failure rates to drive continuous process improvement and enhance operational efficiency.
• Lead the qualification process for new product introduction (NPI) repair lines, ensuring technicians at repair vendors meet established standards and best practices.
• Implement robust fraud prevention measures and warranty abuse checks across all lines of business (LOBs) at repair vendors, identifying fraud trends and capturing suspect units for further analysis.
• Manage the rollout of process changes to align with global repair strategies, preparing comprehensive business justification cases and overseeing the end-to-end deployment of equipment.
• Conduct ongoing analysis of key technical repair quality metrics at both country and regional levels, providing insights to improve service delivery.
• Proactively monitor regional repair trends to identify and address hardware fraud, delivering actionable solutions and communicating findings to management and stakeholders.
• Design and maintain standard and ad-hoc reporting systems, automating requests to streamline data analysis and reporting processes.
• Leverage expertise in data gathering from diverse sources and utilise various reporting tools and scripts to fulfil user requirements effectively.
• Drive cross-functional projects focused on enhancing repair quality, delivering measurable results that align with business objectives, and regularly reporting project deliverables and outcomes to senior management.
• Engage in strategic business initiatives to ensure that the impact of changes is quantifiable and aligns with organisational goals.

Sep 2003 – Sep 2010 · 7 yrs · Bengaluru, Karnataka, India · On-site

• Managed the day-to-day performance of customer support teams, using clear metrics and regular coaching to help team members improve quality, productivity, and compliance.
• Planned and maintained shift schedules for the Bengaluru contact center, making sure the right number of people were available during peak periods while keeping schedule issues to a minimum.
• Handled end-to-end hiring for frontline roles in partnership with HR, from sourcing and interviewing candidates to selecting team members who met performance and language requirements.
• Designed and delivered training and onboarding programs for new hires, creating standardized materials that helped employees ramp up faster and deliver consistent, high-quality customer service.