Andy Lian

Experience

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  Dell Technologies

  Apr 2006 - Oct 2012

  Department: Dell Global Service Reports To: Dell Global CSMB eSupport Diretor Subordinate: 4 Responsibilities & Achievement: - Dell APJ CSMB eSupport Site management. KPI includes Web Traffic, Web Resolve Rate, Customer Experience, Call Reduction and Net Satisfaction.- Support the deployment of global eDell projects in APJ.- Support Dell China social media platform and improve China online reputation and service via social media, including Sina microblog, Renren, Dell official blog and BBS forums.- 3 years individual best performance rating on eSupport. - Web traffic increased from 2M(Q1 FY2011) to 3.5M(Q4 FY2012), CSAT improved from 36% (Q1 FY2011) to 41% (Q4 FY2012), Web Resolve Rate improved from 81%(Q4 FY2011) to 83.5% (Q4 FY2012). - Assisted the deployment of many eSupport projects, including new Drivers and Downloads, new Global Order Status, Online Diagnostics Engine and etc.- Social media customer satisfaction rate improved from 60%(Q3FY2009) to 85%(Q3FY2010). Show less Department: Dell China Service Reports To: Dell China CSMB Service Manager Responsibilities & Achievement: - Technical support via phone, follow and fix customer’s issue via phone or dispatch.- Improve call center KPI, including First Call Resolution, Customer Satisfaction, Total Solution and etc.- As the owner of team’s KPI, I lead team to achieve Customer Satisfaction rate to 95%, FCR improved from 80.7%(Q2 FY2008) to 85.1%(Q3 FY2008).- Help to build Dell China retail service channel and optimize retail service process.- Join ANZ Email support team and SA Voice Support team. Provide English support for different regions as well as build the China English support team. Show less

  • APJ CSMB eSupport Site Manager

    Nov 2008 - Oct 2012

  • Technical Support Specialist

    Apr 2006 - Nov 2008
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  联想移动通信科技有限公司

  Oct 2012 - Jul 2018

  Responsibilities & Achievement: - WW CKD/SKD order management，short term demand & supply E2E management.- WW CKD/SKD GT/One plan/ PDP/ MRP validation and material supply management.- WW CKD/SKD material capability plan and inventory management.- WW CKD/SKD material RMA management- Indonesia factory planning, including material supply, order management, capacity plan, demand/supply management and inventory management.- Design/Optimize WW CKD/SKD supply process and material supply management, monthly material supply commit hit rate achieved 100%.- Lead cross function team to setup WW CKD/SKD RMA and scrap process, RMA lead time shorten from 3 months to 4 Wks and total return USD 6.7M parts value in 2017. - Indonesia monthly supply commit rate achieved 98%. Show less - Xiamen Plant factory planning operation management, build and lead a strong team.- Setup KPI and drive KPI achievement, make short term and long term plan.- Make daily/weekly/monthly/quarterly production plan and capacity plan based on customer demand and material status. - Daily/weekly/monthly manufacture order scheduling and monitor, abnormal order handling and improve capacity utilization and order delivery.- Raw material, semi-FG and FG inventory control, DOI improvement.- Identify business improvement opportunities and work with BT/IT on the system design, optimization and deployment.- Indonesia plant production planning and material supply management.- Capacity utilization improved from 85% in Q1 FY2014 to 95% in Q2 FY2016- Semi-FG DOI improved from 8D in Q1 FY2014 to 3.5D in Q2 FY2016.- Improve EMS process and order flow, order deliver rate improved from 50% in Q1 FY 2014 to 70% in Q2 FY2016.- Indonesia factory setup project, owned the material supply, factory planning and order management process design.- Several individual awards, excellence team awards and Corporate long-term incentive plan award. Show less Department: MBG Global Supply Chain Reports To: Supply Planning Director Subordinate: 4 Responsibilities & Achievement: - Lenovo PRC and ROW phone sales order and service parts order fulfillment management.- Lenovo phone supply commitment.- FG inventory management.- 7D order delivery rate improved from 40% in FY2012 to 50% in FY2013.- Optimize ROW service parts supply mode and service parts 30D order fulfillment rate achieve 92%.- Order plan ship date accuracy rate improved from 60% in FY12 to 70% in FY13. Show less

  • WW Material Supply Management Sr. Manager

    Apr 2017 - Jul 2018

  • Production Planning Manager

    Oct 2013 - Apr 2017

  • Order Fulfillment Professional

    Oct 2012 - Oct 2013
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  Dell Technologies

  Oct 2018 - now

  • Responsible APJ programs and transformation initiatives. • Be the APJ point of contact for global teams, and work closely with them to understand the new offers, new programs, and new tools implementation.• Work with the global team to make sure APJ is aligned with global direction, at the same time meeting APJ local needs. • Work closely with the sub-region GEO leaders to implement & roll out the changes/programs that is rolled out from global.• Be the SME in Managed Deployment business, and work out the training needs, operations processes and offer adoption in APJ. • Assist in developing strategic goals and plans for APJ EUC Deployment Services. • Identify potential growth areas, and drive implementation together with the GEO Leaders.• Look into partner landscape, drive improvement in operational & CE with the partners – at program level. Show less - Engage sales and customers to identify configuration services opportunities, define customer specific requests and expectations;- Lead the customization projects thru from startup to project release, work with the respective Engineer, Factory Engineering Group, Material, Information System, Quality, Trade Compliance, Regulatory, Order Processing and Production to deliver the projects and achieve project goals;- Ensure the process implemented deliver the good and right quality services/product to the customers, ensure long term customer satisfaction and retention;- Drive continuous improvement on processes and quality, drive new capability to support business growth;- Build and grow customer/sales CS awareness; Show less

  • Consultant, APJ EUCDS Program Manager

    Aug 2021 - now

  • Senior Advisor, OEM Configuration Services

    Oct 2018 - Aug 2021