Jessie Lau

Experience

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  IBM Global Delivery Centre Malaysia

  Nov 2012 - Oct 2015

  TEM Analyst

  Responsible for providing TEM (Telecom Expense Management) services to several key internal and commercial account teams, entail end to end responsibility for the management of Telecommunication costs, working with the vendors and clients to resolve any related issues;• Performing invoice analysis to identify billing error, discrepancies and opportunities for savings • Investigate telecom usage charges with the help of invoices and customer service representative • To prepare and ensure month end activities are executed on timely basis• Resolve Telco/business groups queries related to invoices & payments info. on timely basis• To liaise with Clients and Internal IBM representative during US hours and chase Vendors on invoice discrepancy/disconnections notice• To maintain a telecom inventory database (MACD: Move, Add, Change and Disconnection) • Perform other duties as and when delegated (i.e. review of analyst processing during stabilizations period, back-up function, business process improvement initiatives and ad-hoc projects)Activities and Societies:• 2015 - DCMY Employee Engagement Team ( DC Rangers)• 2014 - DCMY Townhall Committee Show less

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  IBM Client Innovation Centers Malaysia

  Jan 2015 - Dec 2017

  Delivery Excellence, Quality and Analytics

  • Creates of defect prevention investigations and manages the investigation life-cycle• Work as SME for supporting team, to implement new Tool (RTC) into the team. To simplify / minimize the waste but increase the efficiency in service level• Identifies of proactive investigations• Provide improvement and mitigation plan by performing quality checking with variety of analysis which data extraction from client tool database. By providing the evidences based on the analysis, it helps manager to make business decision in more accurately• Involved in Agile transformation for the IBM center. Joined Agile core team(Lead for Stabilization) to support transformation by conducting workshop and make sure transformation is stable and predictable• Drives the Defect Prevention and RCA process within the pool• Directs RCA and process standardization across accounts by preparing, batching, and assigning incident reports or project defect codes• Data Analysis: Help support team to do analysis on their data, point out the issue and provide recommendation solution to the team• Prepares of daily & weekly metrics and status of defect prevention process • Maintains interlock with the Service Integration Leader, Country DA Manager and pool accounts’ Deliver Portfolio Managers• Creates documentation of investigation and implementation plans to resolve issues (e.g. RCA, Service Improvement Plans implementation and monitoring)• Works with Green Team members across the location(s) to improve and change the process of Defect Prevention• Determines if any solutions can be implemented and/or applicable to other accounts/pools/locations/centers – best practice sharing.• Engages with the account teams and clients to enhance the effectiveness of solutions and to increase the awareness of proactive quality improvements Show less

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  Precision Control Sdn. Bhd.

  Dec 2017 - Mar 2019

  Project Engineer

  Project Engineer with PMI-ACP and Six Sigma Green Belt Holder. As a Consultant to ensure on meeting client’s business needs and provide Solution in improvise the process from end to end. Apart from that, to support the projects, I have involved in design and Agile Implementation and bringing transformation to the company. Brief Tasks: Developed project plans, identify key milestones, track metrics and managed partners throughout the life of the project to ensure adherence to project schedules & budgets. Show less

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  Accenture

  Jun 2019 - Feb 2022

  Business Excellence (Associate Manager)
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  Tokio Marine Life Insurance Malaysia Bhd

  Mar 2022 - Apr 2023

  Transformation Experience Management Manager
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  Danone

  Apr 2023 - now

  Service Excellence Manager