Melissa Yap

Experience

• 

  Shell

  Jan 2005 - Sept 2018

  1. Accountable for Profit & Lost of 2 million USD yearly.2. Drive value delivery of 3.5 million yearly from cost avoidance and saving to stakeholders.3. Responsible to deliver right talent profiling that contribute value to company bottom line. 1. Provide consultation to end to end processes involved deal offer to cash allocation in Shell downstream businesses.2.Identified waste and maximize value delivery in the entire value chain.3. Cultivate Continuous Improvement thinking in the organization. 1. Maximize capacity delivery of the job by crafting the right accountability and responsibility.2. Deliver clarity in individual deliverables that synergized with overall organizational direction. 3. Making it easy for the job holder to perform at their best at work. 1. Consolidated and migrated Singapore, Indonesia and Hong Kong customer care services in Kuala Lumpur.2. Responsible for service level agreement deliverables 3. Lead continuous improvement initiatives in the centre 1. Accountable for excellence in customer experience.2. Chaired end to end value chain partner forum to identify opportunity and close gaps in service excellence.3. Custodian for service excellence model compliance and end to end efficiencies.

  • Credit Process Excellence Lead

    Jul 2016 - Sept 2018

  • Customer Operation Manager

    Jun 2013 - Jun 2016

  • Process Expert Coach

    Jan 2013 - Jun 2013

  • Organization Effectiveness Specialist

    Jan 2011 - Dec 2012

  • Customer Centre Excellence Lead

    Jan 2008 - Dec 2010

  • Customer Service Assurance East

    Jan 2005 - Dec 2007
• 

  Shell Business Operation

  Oct 2018 - Jul 2022

  Credit Development Lead
• 

  Shell

  Oct 2021 - Oct 2022

  Senior Credit Process Expert