Mellissa Chen (Ho)
Singapore
Summary
Charismatic and pragmatic leader with strong managerial background in branding, customer experience, airline, food manufacturing and distribution services sector. A high achiever, focused, tenacious, self-driven, and self-reliant Proven track record for identifying, grooming and guiding human capital with collaborative approach to engage, motivate, and encourage both team and individual success with local and international exposure Extremely focused on achieving highest quality and standards always
Overview
33
33
years of professional experience
3990
3990
years of post-secondary education
7
7
Certifications
3
3
Languages
Work History
Partner / Director
Jumbadog S Pte Ltd
12.2020 - 12.2023
- Brand and concept creation
- Menu and recipe creation
- All artwork and design conceptualized and materialized in-house including advertising and social media outreach
- Oversaw firm's day-to-day operations and administration, provided guidance to support staff and enforced compliance with state, federal, and local regulations across organization.
- Cultivated a positive work environment within the firm by promoting collaboration among colleagues.
CEO
Anker Holdings
10.2014 - 12.2019
- Company Overview: Fassler Gourmet, Credence Partners investment portfolio company
- Developed key brand and operational initiatives
- Identified a strong unified team
- Branding and communications (development of packaging and brand visuals, product awareness campaigns, exhibitions)
- Relationship management internal team, customer, vendor, regulatory agencies
- Responsible for all local and export sales strategy (successful export to China);
- Moved customer mix to 80/20 (local/export) through sales growth and acquisition of new customers including IKEA, YUM (KFC/Pizza Hut), NTUC Fairprice, Cold Storage, Sheng Siong, all major hotels across Singapore
- Export to Costco, Taiwan
- Export to Colombo, Sri Lanka, Maldives, Indonesia, Malaysia via Singapore customer
- Identified and partnered distributor in China and successfully launched products initially to ITO Yokado in Chengdu, China and subsequently to Metro, City Super, Yonghui Premium, Cityshop across Shanghai, Beijing. Guangzhou. Shenzhen, plus various tier 2 cities in China
- Product development and innovation (development of products in the ready to cook/eat/heat space)
- Built productive relationships with industry partners and competitors to support strategic business objectives.
- Established new revenue streams by identifying market opportunities and launching innovative products or services.
- Food manufacturing certifications and standards (upgraded plant from HACCP to FSSC certification, implemented HALAL certification, sustainable certifications including MSC, ASC, maintained grade A plant certification including Platinum award from AVA), CNCA China export certification, maintain highest food safety and security standards
- Customer audit certifications including IKEA’s IWAY, YUM internal and external food audit certifications
- Supply chain management including overseas sourcing
- Invited by Singapore Food Manufacturers association (SMA) for industry input to join the panel with industry regulators, research professors, government food agencies during the Group B Streptococcus (highly infectious bacteria stain in freshwater raw fish) crisis in 2015
GM/VP Food Distribution
Singapore Food Industries, a Subsidiary of SATS
01.2010 - 01.2013
- Budget Planning with Financial Controller
- BCP Management
- Branding and Marketing
- Singapore Food Industries (SFI) currently known as SATS food, manufacturer of airline, armed forces, institutional catering, commerical food trade and distribution
- Change market perception / association of Singapore Food Industries (SFI) brand from Army to Commercial Lifestyle
- Build and repositioned internal House Brands in the commercial market
- Facelift and brand differentiation for existing house brands: Farmpride, LIV
- Conceptualize and market new house brands: Singourmet and Handwerker
- Successful launch of Handwerker Halal sausages to market
- Customer relationship management (internal/external)
- Market awareness /launch initiatives: Trade Shows including Food Hotel Asia (FHA), Shanghai product launch, mobile advertising via company trucks, launch social media platforms, activity-based promotions with the public (corporate road shows, food tasting in retail outlets, contests through radio media, warehouse sale)
- Strategic Sourcing / Integrated Procurement for SATS Food Solutions Group
- Ensuring food sustainability for SATS internal customers and commercial customers
- Managing price competitiveness
- Global supplier relationship
- Inventory Turnover management
- Adherence to food safety regulatory requirements
- Leveraging on SFI subsidiaries in China and Australia as well as SATS subsidiaries for procurement synergy
- Participated as SFI representative on Singapore Mission trip to Argentina for Food Sourcing
- Product Development and Innovation
- Improvement of existing retort sauces and development of new sauces with R& D team to launch to commercial sector
- Development to retort tray meals for Low Cost carriers with R&D Team to launch to commercial sector
- Development to Halal Up-market/Premium sausages under Handwerker brand to launch at NTUC, Singourmet Halal sausages for Giant, Foot Long Halal sausages for institutional events and eventually materialized for new Sports Hub
- Sales and Distribution
- Management of SFI’s Distribution budget
- Distribution to internal customers: SATS Inflight Catering, Singapore Armed Forces
- Distribution to external commercial channels: Retail (All major Supermarket chains in Singapore from Hypermarts to lower trade supermarket to convenience stores)
- Food Service (Restaurants, Hotels, QSR)
- Ship Supplies (Ship Chandlers, Cruise) and Export (Singourmet Retort Sauces launched in 2012 in Shanghai, Indonesia, Taiwan, Japan)
- Wholesale (Wet Markets)
- Warehouse and Distribution and Manufacturing (until July 2012 where this function was moved to a horizontal pillar under Integrated Food Manufacturing Production and Distribution arm.
- Warehouse and logistics management
- Meat Cutting and Small Goods /manufacturing and production
- Retort tray (new plant) and pouch production
- Integration of Country Foods(CF) to SFI
- Movement of CF’s Enterprise portfolio into SFI Food Service
- Customer communication and relationship management
- Conducted comprehensive competitor analyses to identify market trends and capitalize on emerging opportunities.
- Boosted customer satisfaction by implementing effective communication strategies and addressing concerns promptly.
- Achieved sales targets consistently by employing persuasive negotiation techniques and building strong relationships with key clients.
- Negotiated favorable contracts with suppliers, securing competitive pricing without compromising on product quality or service delivery standards.
- Optimized inventory management, implementing accurate forecasting methods to minimize stock discrepancies and prevent excess waste.
- Drove revenue growth through the execution of targeted marketing campaigns designed to attract new clientele.
- Collaborated with cross-functional teams to develop innovative solutions addressing complex business challenges.
Startup Founder
Taiwan Lunchbox Pte Ltd
01.2009 - 01.2010
- Brand creation
- Project conceptualization
- Established positive relationships with local suppliers to secure fresh produce and support the community economy.
- Infrastructure development
- Menu Planning
- Kitchen and Service Operation development and management
- Human Resources management
- Procurement
- Branding and Marketing Strategy
Market Head, Singapore
American Express Membership Travel Services (MTS)
01.2008 - 01.2009
- Relationship building and card member engagement
- Excellent communication skills, both verbal and written.
- Implementation of service differential through segmentation of premium cards
- Resource management to enable high service performance to meet and excel in the premium servicing platform
- Training and quality initiatives to improve card member experience
- Ownership and management of department P&L
- Ensuring all SLAs are met (telephone service factor, call abandonment, after call work, follow up)
- Talent management and re-organization of team to increase revenue generation through improved customer experience
- Identify revenue generation opportunities (moving dept strategy from reactive to proactive platform)
- Implementation of operational controls to mitigate monetary write offs
- Workforce planning
- Process re-engineering and streamlining
- Leadership and employee development through goal and development plans, 1:1 communication session(s)
- Employee engagement events and programs
- Moved annual employee survey results from negative satisfaction to exceeding satisfaction
Head, Membership Services (Servicing Operations)
Singapore Airlines Limited
01.2005 - 01.2009
- Head, Krisflyer membership services overseeing the Singapore Airlines frequent flyer programme (FFP)
- Membership relationship management
- Contact Centre Research and Executive Board approval Paper
- Contact Centre Co-Source conceptualization and infrastructure development
- Escalation management and Client interaction
- Vendor management: Contact centre services, Fullfillment services, Data management services, Statement printing and postal services
- vendor performance indicators including compliment to complaint ratios
- Management of Request for Proposal Exercises (RFP)
- Resource management
- Employee and Vendor performance management
- Management of key servicing areas to ensure service level objectives and key performance indicators are met
- Service performance reviews
- Process development and improvement
- Short and long-term servicing solution planning
Manager, Strategy and Planning
Hewlett Packard (HP)
01.2004 - 01.2005
- Direct report to Director, Strategy and Planning, Dotted line report to Director, Human Resources, Extended report to Senior Vice President, Global Operation and IT
- Internal and External communications
- Planning and organizing Employee Events
- Voice of the Workforce events
- Planning and organizing management meetings and events
- Website content management
Owner/Operator
Loot Bag Depot, Canada
01.2003 - 01.2004
- Initiated an implemented business plan
- Business conceptualization
- Sales and marketing strategy
- Resource and cost management
- Strategic sourcing and procurement
- Inventory and quality control
- Planning, designing and management of company website
Administrator
ABS Inc., Canada (Computer consultancy for IBM systems)
01.1996 - 01.2003
- Office administration
- Consultant and client / agent relationship management
Owner/Operator
Four Seasons Inn on the Park, Canada
01.1991 - 01.1994
- 1991: Field Placement Internship in Human Resources (Project assignment was to review existing employee manual and redevelop new manual. Project resulted in composition of the property employee manual)
- 1991-1992: F&B Administrative Assistant (Implementation of Director’s Menu plans: communication with managers and chefs of all property restaurants on planning daily / weekly / monthly food and wine menu changes; office administration for the division)
- 1992-1994: Communications Operator (management of switchboard operations, liaison between hotel security and alarm company, management and resolution of guests’ requests and concerns, communication between front office and housekeeping)
Education
Bachelor of Arts - East Asian Studies
University of Toronto
Toronto, Ontario, Canada06.1998
Diploma - Hospitality and Tourism Management with major in Food and Beverage management
Centennial College of Applied Arts And Technology
Toronto, Ontario, Canada06.1991
Skills
Talent development
Crisis management
Customer relationship building
Operations management
Client relationship management
Effective communication
Innovation mindset
Industry expertise
Marketing
Business development
Vendor management
Team building
Mentoring and coaching
Relationship building
Establishing effective relationships
Interpersonal communication
Certification
Cold Chain Management Officer (SMA/AVA Certification), 2011, Singapore
Personal Information
- Date of Birth: 02/23/68
- Nationality: Canadian Citizen Taiwanese Citizen Permanent Resident of Singapore
Timeline
Partner / Director
Jumbadog S Pte Ltd
12.2020 - 12.2023
CEO
Anker Holdings
10.2014 - 12.2019
GM/VP Food Distribution
Singapore Food Industries, a Subsidiary of SATS
01.2010 - 01.2013
Startup Founder
Taiwan Lunchbox Pte Ltd
01.2009 - 01.2010
Market Head, Singapore
American Express Membership Travel Services (MTS)
01.2008 - 01.2009
Head, Membership Services (Servicing Operations)
Singapore Airlines Limited
01.2005 - 01.2009
Manager, Strategy and Planning
Hewlett Packard (HP)
01.2004 - 01.2005
Owner/Operator
Loot Bag Depot, Canada
01.2003 - 01.2004
Administrator
ABS Inc., Canada (Computer consultancy for IBM systems)
01.1996 - 01.2003
Owner/Operator
Four Seasons Inn on the Park, Canada
01.1991 - 01.1994
Bachelor of Arts - East Asian Studies
University of Toronto
Diploma - Hospitality and Tourism Management with major in Food and Beverage management
Centennial College of Applied Arts And Technology
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