David Sam

Experience

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  Hewlett Packard Singapore

  Jan 1994 - May 2008

  Regional Program Manager (Asia Pacific/Japan) & Service Delivery Manager

  - Service Centre (Singapore) a) Managed a team of engineers / outsource partners to provide onsite/inhouse repair support for customers b) Inventory management support- Resource management – drove onsite engineers’ productivity and efficiency to meet cost savings goals via workforce optimization program to achieve yearly cost savings of USD1mil cost savings- Presales Walk-in Service collection centre (Singapore) a) Setup and managed contact centre and service collection centre to provide end-to-end support for customers b) Presales support activities i.e. new product launch, marketing campaign advertisement, sales tracking program and online ordering management support - Post-Sales Contact Centre (S.E.Asia) a) Managed language teams of 40+ Call Agents, Team Leads, Product Specialists to support S.E.A. countries – Singapore, Malaysia, Indonesia, Philippines, Thailand, Hong Kong on post-sales technical enquiries. b) Operation excellence management: driving in-house & service partners to meet KPIs (i.e. Call TAT, call waiting time, multiple repair rate, NTF, first-time-fixed rate, CSI). c) Drove outsourced vendors expansion for contact centre/service centre. d) Implemented processes improvement initiatives, achieved 15% cost reduction yearly e) Project Managed and deployed CRM system and aftersales process to contact centres and service centres across Asia Pacific countries. Show less

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  Hewlett Packard Ink Supplies Business Group

  Nov 2011 - Sept 2012

  Product Manager (Global)

  - Forecasting and planning of ink supplies to meet upcoming growth and revenue- Data Analytics on ink vs printer sales trends to finetune forecasting trends and uncover sales growth opportunity- Drove product manufacturing programs to optimise ink usage and market growth- Managed NPI programs and ensure cost/profit sustainability for ink product launched- Managed product Obsolesence, balancing cost savings vs support

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  B2X Care Solutions Pte Ltd (APAC)

  Oct 2012 - Jun 2014

  Project/Operations Manager

  Project/Operations Manager (APAC)- Successfully deployed walk-in service centre for mobile OEM client from business case building and cost savings analysis, to RFQ vendor selection process, stakeholder communications, risk evaluation & mitigation management, training delivery, parts and equipment planning, forecast and setup; cultural/cross-functional interface for goal achievements- Managed and drove hardware break-fix operations to meet KPIs- Service partners management on operations, KPI, service network coverage to meet principal’s goals- Drove Service Quality program to improve CSI Show less

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  QCD Technology Pte Ltd

  Jul 2015 - Jul 2017

  Operations Manager

  - Operational Excellence for hardware breakfix- Manage Cost Centre Profit and Loss, driving positive revenue growth and reducing overheads- Process improvements – review, design and document end-to-end support processes to create seamless Total Customer Experience- Change management - working with teams to fine-tune workflow and training/communication to team to meet oncoming circulars/drections from OEMs

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  B/S/H Home Appliances Pte Ltd

  Jul 2017 - Feb 2021

  Regional Business Services Manager

  - Operational Excellence in regional Service Centres (onsite/inhouse).- Drove programs to improve productivity and efficiency for onsite and inhouse service centre to meet and exceed NPS targets.- Developed and implemented service partner strategy that optimized the balance of cost efficiency and coverage of the service network.- Financial controlling and business planning for customer service that delivered 20% yearly savings on cost through effective budget management.

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  Razer Asia Pte Ltd Singapore

  Jul 2021 - Aug 2024

  Senior Manager - Customer Operations

  - Drove operational excellence and customer satisfaction goals, achieving yearly NPS goals and KPI.- Developed and delivered annual key operational performance indicators through resource forecasting and planning to achieve operational costs reduction goals- Project managed programs that enhanced the overall customer experience with process improvements and digital transformation initiatives.