Karen Sim Chui Wei
Summary
With my global experience, I aim to equip, lead and develop synergetic relationships between cross-functional teams to achieve company goals and develop new and efficient ways to tackle everyday processes.
Overview
29
29
years of professional experience
Work History
Customer Service Lead - SEA
Solventum
01.2024 - Current
- Investigated customer service order management and service automation metrics to recognize patterns and facilitate operational advancements.
- Established best practices for handling escalated issues and improving response times.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Established strong relationships with customers' visits in Thailand, Vietnam and Singapore, leading to understanding customers needs and enhancing customers experience.
- Achieved successful deployment and stabilization in Nova ERP deployment and TDSA exit from 3M. by representing as Medsurg lead in Wave 2, Singapore and Thailand through effective participation.
- Drove collaboration across functional teams, resulting in enhanced alignment with business strategies.
Customer Experience Asia Lead – Customer Care & Credit Collection
Electro Rent
10.2006 - Current
- Responsible for overall aspects of Customer Experience covering all countries in Asia.
- Leads the organization in setting strategies and creating tactical plans, including the delivery infrastructures to be able to meet the needs of a fast-growing number of customers and countries
- Facilitates the data analysis, identification, and implementation of the cross-functional “Process Improvement Programs” resulting from both the Customer Feedback Surveys & CSM Ticketing System
- Assists in the identification of learning needs of the team and the development of the Learning & Development interventions to enhance the customer experience
- Represents Company with regular visits to Key Customers to provide a face-to-face feedback resolution
- In conjunction with sales and finance executives, determines and updates credit policies and procedures; recommends sales agreements, rental-purchase plans, instalment agreements
- Establishes standards for credit granting, development of criteria for credit limits, special terms, etc.
- Reviews all credit or financing requests, processes information, performs credit investigations and approves/disapproves credit with any related terms, conditions or limits
- Reviews status of aged and delinquent accounts with Credit Team on a weekly basis. Supervises preparation and transmitting of letters and notices on delinquent accounts. Determines and recommends new repayment terms
- Reviews and recommends accounts to be charged off, prepares applicable reports and notifies Regional CFO
- Manage the Customer Service Department - Order Management and Issue Resolution Team, and Accounts Receivables/Credit Control Team of 6 members in GCA- China/Taiwan, India, Malaysia and Singapore.
- Took over the function of the UK Credit Control Team since 2015; established a team of 2 members to manage 150 customers with excellent track records of reducing the DSO from an average of 120days past due to current of average 45 days
- Regional Key Customers include Fuhong (Foxconn), Huawei, ZTE, Intel, Ericsson, Ciena, Infinera, Intel, Viavi (JDSU), MITAC (Taiwan), Gigabyte (Taiwan) and more
Credit Controller
Reed Business Information Asia
04.2001 - 07.2006
- Perform accounts receivables duties, i.e. credit analysis, collection, payment allocation, handle customers’ disputes, maintaining customer relationships
- Creation of customers’ database
- Month-end reporting and reconciliation of closing balances
- Liaise with the bank on Treasury function
Credit Officer
Diners Club (S) Pte Ltd
02.2000 - 04.2001
- Perform collection duties, handles customers’ disputes
Credit Control Clerk
Bank Of China
09.1997 - 02.2000
- Preparation of statistical reports for management & Monetary Authority of Singapore
- Input of customers’ particulars and credit facilities
- Handling of bankers’ enquiries, typing and filing of reports
Education
G.C.E. 'A' Level Certificate -
Yishun Junior College
01.1994
G.C.E. 'O' Level Certificate - undefined
Yishun Secondary School
01.1991
P.S.L.E. Certificate - undefined
Bukit Panjang Primary School
01.1987
Skills
- IT Proficiency in Word, Excel, Powerpoint
- Certificate on Introduction to Withholding Tax
- Statistical Analysis
- Structured Lean Six Sigma methodology
- Chinese / Cantonese (Traditional and Simplified)
- Exceptional communicator with a consultative management style
- Strong negotiation skills
- Excellent problem-solving abilities
- Keen client needs assessment aptitude
- Customer complaint resolution
Language Proficiency
English - Proficient (written & spoken)
Chinese - Proficient (written & spoken)
Cantonese - Proficient (spoken)
Hokkien - Proficient (spoken)
Korean - Basic (written & spoken)
Timeline
Customer Service Lead - SEA
Solventum
01.2024 - Current
Customer Experience Asia Lead – Customer Care & Credit Collection
Electro Rent
10.2006 - Current
Credit Controller
Reed Business Information Asia
04.2001 - 07.2006
Credit Officer
Diners Club (S) Pte Ltd
02.2000 - 04.2001
Credit Control Clerk
Bank Of China
09.1997 - 02.2000
G.C.E. 'O' Level Certificate - undefined
Yishun Secondary School
P.S.L.E. Certificate - undefined
Bukit Panjang Primary School
G.C.E. 'A' Level Certificate -
Yishun Junior College