Dustin Wu

Experience

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  Pacific National Exhibition (PNE)

  Aug 2006 - Sept 2007

  PNE Prize Home Lottery Ticket Vendor
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  Bell

  Jan 2008 - Aug 2011

  Corporate Store Sales Consultant

  Retail Sales, Customer Success● Generated high sales volume by establishing and acknowledging the needs of customers, showcasing wireless telecommunication products and services, and engaging customers’ interest● Maintained trustworthy business rapport by resolving customer issues, including returns and exchanges, sales receipt and service bill charge complaints, and technical troubleshootingSales Operations● Ensured stable business operation by performing various administrative tasks including daily store openings and closes, POS transactions, POS system reconciliations, bank runs, visual merchandising, inventory counts, shipping and receiving, and training new employees Show less

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  Venture Media

  Oct 2013 - Dec 2013

  Data Entry Representative

  Team Lead● Ensured high data entry processing volume by supervising and delegating shift team tasks and engaging with other shift team leads in handover meetingsDigital Marketing● Drove the company’s SEM / SEO strategy and increased its PPC affiliate advertising revenue by accurately and efficiently posting Black Friday and Cyber Monday sales news, digitized flyers, and merchandise hyperlinks of large e-commerce businesses such as Amazon, Walmart, Target, and Best Buy, onto BlackFriday.comData Governance● Enabled a streamlined BlackFriday.com user experience by performing regular quality assurance checks on news, digitized flyer, hyperlink, and merchandise posting accuracy Show less

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  Mindfield

  Aug 2014 - Nov 2014

  Talent Marketing Coordinator

  Digital Marketing● Reported directly to the CEO, who was acting as the talent marketing and sourcing team lead● Sourced candidate hiring pools that talent acquisition account managers and their teams used to fulfill their recruitment SLAs, by posting and managing job advertisements on online job boards and social media and executing and managing e-mail blasts sent to potential job candidatesData Governance● Effectively maintained and utilized job candidate data captured in Salesforce (CRM), HireDesk (applicant tracking system), and Talemetry (recruitment marketing and sourcing platform) Show less

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  SAP

  Jun 2015 - Jun 2017

  Data and Reporting Analyst

  Sales Operations ● Supported global on-premise software maintenance renewal activity as part of the Maintenance Go-to-Market (M-GTM) On-Premise Renewal Operations teamData Analysis● Manipulated large global on-premise software maintenance renewal datasets in Excel by executing VLOOKUPs and creating pivot tables● Created tables and graphs in Excel to visualize KPIs and to identify any trendsKPI Reporting● Reported directly to the KPI team lead and supported the entire KPI reporting cycle● Prepared and delivered quarterly KPI reports in PowerPoint that provided actionable recommendations to managers and senior executives● Reduced a time-consuming, labour-intensive manual data entry process to a process 80% more efficient to ensure streamlined KPI tracking● Assisted the development of automated, real-time KPI reporting tools and dashboardsData Governance● Managed large global on-premise software maintenance renewal datasets consolidated into Microsoft Excel from SAP ERP and SAP CRM ● Audited global on-premise software maintenance renewal orders, opportunities, quotes, and purchase orders to identify any data quality compliance issues and made appropriate corrections where necessary● Participated in the testing and debugging of SAP BWP (business data warehouse) by submitting IT support tickets to resolve system bugs, errors, and deficiencies Show less

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  SAP

  Apr 2018 - now

  Customer Strategic Engagement, Account Management, Customer Success● Collaborated proactively with key and executive stakeholders at 8 large, global enterprises encompassing 68M€ TCV (total contract value) by being their strategic advisor and orchestrating activities to help them establish business goals, accelerate adoption of supply chain management cloud software/SaaS investments, drive success outcomes, maximize value/ROI, and scale cloud innovation● Ensured deployed annual contract value (dACV), decreased time-to-go-live and time-to-value in cloud implementation and deployment to optimize solution stickiness and minimize churn risk in cloud contract renewals and safeguard revenue● Streamlined the adoption, consumption, expansion of customers' supply chain management cloud investments● Delivered and maximized customer ROI/cloud value derivation/customer lifetime value (CLTV) across the E2E customer engagement lifecycle● Enabled customers' digital transformation to the intelligent, integrated, sustainable enterprise (i.e. transformation of the reactive supply chain to the risk-resilient, sustainable supply chain)● Provided specialized guidance about SAP cloud ERP and supply chain management SaaS, including Integrated Business Planning (IBP) Show less Sales Operations, Customer Success● Provided global L2 support for the SAP Store (store.sap.com) B2B digital marketplace● Troubleshooted issues in the Store frontend (Hybris) and SAP ERP and CRM backends to complete stalled digital orders● Successfully resolved high volume of global inbound chat, email, and phone inquiries, by achieving the 10th-highest number of inbound interactions and the top (97%) positive customer survey feedback rate on a 25-member global team● Efficiently and effectively resolved complex internal and external stakeholder business cases / escalations by thoroughly understanding details and pain points, exercising empathy, researching, collaborating, raising internal support / Jira tickets● Shared a digital service ticket queue with teammates across different time zones to ensure 24/5 stakeholder support coverage● Answered software compatibility, licensing, pricing; and order provisioning and fulfillment inquiries about on-premise software (Crystal), SaaS, maintenance renewalsOrder Monitoring, Database Administration, Process Management● Acted as Store support team's special point of contact for order processes, order monitoring, and order provisioning and fulfillment issues● Enabled team operational alignment by proactively documenting 100+ internal training guides about order processes and resolving order issues● Routinely monitored Store orders● Routinely tracked and analyzed order issues, resolved them proactively whenever possible● Identified and analyzed deficiencies / gaps in order processes to be reduced / eliminated● Managed Store order database while leveraging DBeaver, PostgreSQL, GitHub, Excel● Created daily and quarterly Store order reports and delivered them to relevant internal stakeholdersProject Management● Performed business acceptance testing / QA for digital marketplace go-live● Executed ad-hoc data analyses of inbound support ticket traffic to mitigate / resolve faulty automations Show less

  • Customer Success Manager (Supply Chain Management)

    Jul 2022 - now

  • Senior E-Commerce Sales Operations Specialist

    Apr 2018 - Jun 2022