Ivy Yu

• Managed 22 sold-to with 32 sites operational requirements. Performed business analysis across particular metrics, such as customer behavior evaluation, ordering activity tendency and supply-demand gap. Handling 4 (out of 7 valid accounts in total) CI accounts to explore innovative solutions for any new challenges.
• Partnered as escalation points for Customer Service Center (CSC), consistently boosted operational efficiency via offloading/guiding CSC agents with streamlined workflow practice, monitored new procedures pilot run and track performance via statistical approaches.
• Developed CI Onboarding report as a helpful tool demonstrating trackable accounts status and provide intelligent search function via Spotfire and Denodo.

• Supported Ecommerce entire cart-to-cash flow for orders in 20+ local currency to 150+ destination countries, my scope includes but not limited to:

Pre-order: account security, inventory visibility, compliance/abuse review, purchase limit, routing guide setting, etc

Checkout flawlessness: API connection; payment transaction and expiration

Order fulfillment: shelf stock availability; on-time delivery; customs clearance issue under particular incoterms

After-sales: replacement/return/refund authorization, red FAPIAO creation to reverse CNY special paper VAT deduction

• Specialty in transaction dispute and risk management across multiple external 3rd party merchant portals, such as CITCON for CNY mobile pay via Alipay/Wechat/Unionpay. To prevent potential loss, I initiated design of an analytical model across R&C/PDC/IT to immediate stop suspicious shipment and block risky accounts as fraudulent avoidance from credit card purchase via Adyen.
• Co-hosted (L1022 L1882) Ecommerce reconciliation bi-monthly with Asia Treasury team, investigated short-payment/over-refund and led corresponding corrections, worked with IT to enhance system logic. Initiated write-off process with Asia Receivable&Credit to close historical bad debt annually.
• Played a role as front-end technical issues coordinator, teamed with TCS/IT/developer to employ replication, encryption and troubleshooting, track status till close loop with final resolution moved to production.
• Hosted [GBO Sharing Series] and [One Day of Life OCB] to deliver news/knowledge to cross functional teams within GBO and F&O org.
• Participated in project launches as the first-line user, most recent UAT tasks were: fully digitized electronic FAPIAO (FDEF), HERMES, SEMELESS, K9 validation, Invoice re-issue and Customer Interface.

• Drove optimal backlog coverage across site/program/key device. Handled escalation/expedite with diplomacy and professionalism through collaboration with Planning, Business Units and Field Sales teams to eliminate demand-supply variance.
• Developed in-depth knowledge of different order type logic. Strategically implemented proactive order management based on customer’s procurement and inventory methodologies.
• Worked on given cases under flexible scenarioes such as: price dispute, logistics damage, credit block, license expiration, etc. Enforced TI terms and conditions including but not limited to: change order windows, IOR, forecast liability, shelf life, etc.