Summary
Overview
Work History
Education
Skills
Languages
Timeline
Hi, I’m

SHIRLEY YEAP

Singapore

Summary

Experienced with operational process improvements and streamlining workflows for efficiency. Utilizes strong problem-solving skills and collaborative approaches to meet organizational goals. Track record of effective resource management and implementing best practices for operational success.

Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.

Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.

Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions.

Overview

24
years of professional experience

Work History

LONZA BIOSCIENCE SINGAPORE

Operations Specialist, APAC
11.2024 - 03.2025

Job overview

  • Work with colleagues to maintain a daily/weekly work schedule to cover day-to-day business priorities
  • Ensure timely and effective management of customer order releases
  • Verify orders received via electronic DOG (Dealer Order Gateway) to process orders accordingly
  • Review and edit orders to ensure accuracy and timely delivery of materials and follow-up or re-promise of order commitments
  • Assist to monitor PO received to be processed through RPA (Robotic Process Automation) interface into SAP system

Synapxe Pte Ltd

Singhealth CIO Officer, National Dental Centre Singapore (NDCS)
02.2024 - 10.2024

Job overview

  • Company Overview: formerly known as Integrated Health Information Systems (IHiS) Pte Ltd
  • Work with users and internal teams to ensure IT issues are resolved in a timely manner
  • Develop and maintain stakeholder relationships among users, vendors, project teams and SingHealth management
  • Coordinate with Material Management and Asset Management team to keep tracking record of fixed asset movements for disposal after tech refreshed the PCs
  • Prepare work activities for user's Windows 11 upgrade and filter out remote/manual upgrade into batches to minimize impacts during stages of implementation
  • Coordinate with clinical executives and clinicians to apply latest screensaver pushdown and screen lock
  • Assist EUC team in Wall-to-Wall Exercise to follow up with users on unsighted missing items to clear backlogs of outstanding items due for IT audit
  • Create an online survey form via FormSG to gather feedback from phished users on their concerns and improve their awareness on phishing exercise
  • Prepare documents for seeking work plan and budget approval from various steering committees
  • Assist Institution Lead in preparation of monthly and quarterly reports and project updates to stakeholders on a regular basis
  • Assist Institution Lead to oversee and ensure smooth running of daily IT operations in NDCS
  • Liaise closely with internal PMs and IT service suppliers on project implementations (includes procurement, chase for project approvals, submission of project charter, execution of project kick start and closure)
  • Assist Institution's CMIO to collate inputs of bi-annual SCM UAM exercise, closely follow up with resident doctors and HODs to ensure their declaration of access right are complied
  • Manage creation of new NDCS citizen to add in distribution list and billing of monthly M365 license
  • Formerly known as Integrated Health Information Systems (IHiS) Pte Ltd

Synapxe Pte Ltd

PMO, Patient Operations Project Delivery Singapore
11.2021 - 09.2023

Job overview

  • Company Overview: formerly known as Integrated Health Information Systems (IHiS) Pte Ltd
  • Support internal teams in defining project requirements, tracking and documentation
  • Liaise closely with internal project, infra, security, legacy system, external vendors and onsite business users to ensure smooth processes and deliverables of project timeline
  • Conduct user requirement analysis for the development or enhancements of new systems on existing systems
  • Assist team in Change Approval Board to raise ad-hoc, pre-approved and normal Change requests
  • Coordinate with NHG & NUHS Network and Security onsite teams to raise JIRA tickets in order to open firewall in readiness for business users to perform series of UAT testing
  • Involvement with external vendor in the system integration testing phase prior to implementation
  • Plan and coordinate with onsite business users to smoothen user's UAT testing phrase for sign off UAT acceptance
  • Manage mandays assignment of workplans and projects to ensure allocation of mandays are to be distributed accurately
  • Execute actual vs assigned mandays reports via Tableau portal for monthly and quarterly reporting
  • Maintain weekly project status updates in SAP PS to keep track of project milestones
  • Assist team to clear backlog of 4 overdue aging projects (NUHS eForms Oracle database upgrade from 12c to 19c, NUHS-NHG eForms application FEB to LEAP upgrade to be compatible with Oracle 19c, NUHS Zoom credit card tokenization, NUHS-NHG SSL certificates) to be onboarded within nearest Go-Live schedules
  • Prepare approval papers of a key major $12million project for Cross-Clusters (NHG, NUHS, NNI, AIC, 1FSS) Nauticus SAP Tech Refresh hardware upgrade, to be presented and cleared stages of client's Board approval
  • Provide post Go-Live support upon project implementation with close monitoring, minimize incidents flagged at risk to be escalated for immediate resolutions before transfer to KTLO maintenance support
  • Formerly known as Integrated Health Information Systems (IHiS) Pte Ltd

ENVERUS SINGAPORE

Client Support Analyst, Trading & Risk Support APAC Singapore
12.2019 - 11.2021

Job overview

  • Provide energy and oil information data support, technical issue investigation and resolution via phone and email
  • Assist client's queries to perform remote troubleshooting for immediate resolution
  • Maintain account and service call updates within CRM system-SalesForce
  • Ensure 100% customer satisfaction management with all respective global customers
  • Collaborate with internal team for close follow up on high escalation critical instances via JIRA ticket to ensure quick deliverables as well as minimize client's business impact
  • Provide premium support to EEX client to meet or exceed client's outlined SLA
  • Maintain pro-active relationships with all internal and external business partners to meet company's values
  • Conduct user training to onboard new users to be familiar with the functionality of software and services to maximize the customers investment
  • Assist in ad-hoc project
  • (Onboard new joiner, SalesForce functionality enhancement)

ACCENTURE SINGAPORE

PMO Japanese Speaking Site Execution Lead (DuPont Singapore)
04.2019 - 07.2019

Job overview

  • Assist in IT migration activities, reporting issue, status and escalate critical issues to Portfolio Leads
  • Attend site discovery to assist in understand the requirements and identify the gaps with Japan JV sites
  • Coordinate and work closely with AP solution teams (TCOM, EUC, APPS), global site migration team as well as DuPont stakeholders of JV sites in Japan
  • Manage and ensure L4 plans activity tasks of all workstream to be recorded and keep track via MS Project

ACCENTURE SINGAPORE

PMO Japanese Speaking Project Coordinator, Asia Pacific (Johnson & Johnson Singapore)
06.2018 - 12.2018

Job overview

  • Responsible and managing activities of network transformation project for APAC
  • Monitor project progress continuously and make detailed scheduled reports on deliverables
  • Interact with senior leadership and major stakeholders to ensure project status are reported and managed
  • Assist in submission of infrastructure's logical and physical assessment to stakeholders' review approval
  • Handles Japan's infra-remediation to communicate with Japan vendor to define the scope of work required
  • Coordinate with various stakeholders, vendors and technical personnel during all project phases from initial planning through implementation
  • Identify critical and items flagged at risk to be reported and escalated to business stakeholders immediately for resolution
  • Manage and ensure records of changes to be submitted within the time frame before the migration starts
  • Preparation of the infra deliverables to be ready for staging onsite prior to migration schedules
  • Voted as the Most Valued Player for the month of September by the NTP project team

MICROSTRATEGY SINGAPORE

Customer Success Manager, ASEAN, Greater China, Japan and backup for Korea
03.2016 - 03.2018

Job overview

  • Collaborate with ASEAN & Japan Sales Account Management and executives to identify areas of solution expansion and adoption opportunities
  • Managing and handling maintenance renewals for the direct customers, partners, distributors and resellers
  • Assigned as additional point of contact to assist customer in their primary needs to help them to be more successful
  • Managing portfolio of customers who has implemented company's technology solutions with the goal of increasing product usage and overall adoption
  • Collaborate cross functionally to achieve customer satisfaction and resolve immediate customer issues
  • Conduct health check calls to gauge customer's level of satisfaction with company
  • Maintain daily activities in system of record, tracking interactions with customers via SalesForce
  • Assist in translations and proof reading in Chinese and Japanese for distribution of materials
  • Work closely with internal business units to ensure customer's needs are delivered in timely manner
  • Assist legal department to review and amend renewal contracts & agreement for Japan market
  • Ensure drafted additional clause for non-standard term maintenance renewal contracts for Japan clients are aligned with the English documents

J.P. MORGAN CHASE & CO.

OFAC Client & Transaction Screening, CSU Singapore
03.2015 - 03.2016

Job overview

  • Screening of payments/SWIFT messages for APAC countries especially Japan, China, Taiwan and Indonesia
  • Ensure deliverables is process in accordance with the SLA before currencies/countries cut off time
  • Work in tandem with onshore OFAC screening team in India hub and APAC compliance team
  • Interface with compliance team for clarifications and additional information to meet deliverables
  • Assist in identify false positive hit to create potential good guy request to mitigates the volume of the transactions
  • Participate in system application enhancement of production valuation testing for Japan

J.P. MORGAN CHASE & CO.

Regional Implementation & Technical Services, APAC Treasury Services
08.2013 - 01.2015

Job overview

  • Ensure onboard clients efficiently and effectively in line with the defined product setup implementation of new accounts
  • Provide guidance and expertise to the client on the usage of Treasury Services products and services
  • Conduct onsite local client trainings of the electronic banking platforms for newly onboard and required existing clients
  • Arrange off-site webinar training for client users residing in other countries within APAC & EMEA
  • Assist client in technical trouble shooting, file integration and change management support to provide immediate solutions
  • Co-ordinate and work closely with business partners in Sales, Product, Operations, Technology & Client Service for highly impact client escalation issues
  • Assist in Singapore G3 enhancement project to provide affected clients on the updates and preparation of local regulatory requirements before industry go live in Q1 2015
  • Perform UAT file testing before client initiates file import to verify the correctness of file format and smoothness process before production go live

METLIFE SOLUTIONS PTE LTD

Finance Application Analyst, Global Shared Services Centre
06.2012 - 06.2013

Job overview

  • Provide finance production support, disaster recovery testing and training to country users across Europe, US, Asia Pacific and Latin America
  • Liaise with finance and IT counterparts to ensure smooth delivery of finance processes
  • Troubleshoot inquiries from country users and provide appropriate solutions
  • Liaise with IT counterparts in escalating systems issues and managing the resolutions
  • Keep track in service tickets status to ensure issues to be resolved within SLA
  • In charge for the project to maintain and clean up privileged user ID of the system as per audit compliances
  • Prepare monthly KPI metric report to global stakeholders
  • Assist finance team in collection of finance reports via Oracle BI Enterprise system

SIEMENS PTE LTD

Japanese Speaking AP Service Associate & AP Team Leader, Global Shared Services
08.2009 - 06.2012

Job overview

  • Coach and guide team members in handling daily operation tasks
  • Ensure team complies with the operation procedure and guide as necessary
  • Ensure team complies with the finance audit requirement
  • Assist team members in resolving critical issues
  • Ensure tasks are handled and resolved accordingly within time frame as per SLA
  • Support team project by participating actively, leading or providing valuable feedback to enhance efficiency of operation tasks
  • Handling documentations in Japanese for all issues related to operation tasks
  • Assist in rollout project & user training session in Japan
  • Assist in ECC 6 system upgrade project and testing for Japan Cluster
  • Manage and handling ad hoc projects, implementation of new systems and processes
  • Responsible for checking and publishing of all internal AP controlling reports for all Japan entities
  • Maintain the integrity of system data and ensuring customer needs are met on a timely basis
  • Attend to queries received through IMS regarding status of transaction & timely follow-up on corrective actions
  • Responsible for proper filing of financial records
  • Responsible for processing general accounting transactions-posting of invoices, responding to BU/vendor queries, scanning & verification of invoices, handling of vendor transactions, preparation of documentation for payment proposal, vendor reconciliation

SUMISHO COMPUTER SYSTEMS (ASIA PACIFIC) PTE LTD

Japanese Speaking Customer Support Engineer
02.2008 - 06.2009

Job overview

  • Provide 1st level SAP operational supports, which include troubleshooting, documenting and using knowledge base to resolve various problems
  • Handle escalations on technical issues from customers to the appropriate team based on established guidelines & procedures
  • Assist in implementation, go-live project with SAP consultant & development team in HQ
  • Perform documentation of the process in all phases of migration project
  • Work closely with internal & external teams to assist in migration data into SAP system

VISHAY INTERTECHNOLOGY ASIA PTE LTD

Customer Service Officer
04.2007 - 02.2008

Job overview

  • To be the interface between sales, factory and customers within SEA region
  • Ensured orders are logged timely, accurately and delivered timely
  • Ensured customer issues are handled timely and improve level of customer's satisfaction
  • To assist customers in resolving any post-delivery issues (includes shipments, invoicing and quality issues)
  • Ensured issues that have major impact on Sales Revenue are escalated to management timely
  • Resolved any order&/or delivery related issues to ensure orders are shipped per schedule dates

EDS IT SERVICES (MALAYSIA) SDN BHD c/o DOW CHEMICAL MALAYSIA SDN BHD

Technical Customer Support Representative, Customer Information Group Pacific (CIG)
09.2005 - 04.2007

Job overview

  • Provided support on inquiries from internal & external customer for Asia Pacific region
  • Monitored the order traffic of the Optimal Elemica Project and report to the related parties for further action
  • Responsible for handling RSMP product sample orders through SAP system and interact with global supply chain & logistics to ensure shipment operation
  • In charged of Japan customer master database system in creating business partner code and update details using SAP system
  • Keep track on overall regional tasks in data management using Seibel IDT CRM system
  • In charged of BP coding using Asian Language Support System (ALSS) for Taiwan, China & Japan
  • Handled troubleshooting and resolve eXpress99xp problems with internal customer for global reporting support in Asia Pacific region
  • Monitored customer interface support function mailbox and escalate issues accordingly to the respective area SME for further troubleshooting
  • Worked closely with product steward in handling regional ROHS regulatory documentation & coordinate with global EH&S team
  • In charged of ad-hoc projects
  • (Creation of chemical labels & MSDS for export/import purpose, SAP R3 data updates, New Zealand & Japan place code project, reorganize regional RMSP work processes)

NTT COMMUNICATIONS LTD CO., TOKYO

Helpdesk cum Junior Network Engineer, Network Operation Center (NOC)
11.2003 - 08.2005

Job overview

  • In charged of international phone support for foreign section
  • Monitored network of international lease circuit at network operation center
  • Handled outage and troubleshoot with overseas telecommunication company in language of that overseas country
  • Received and logs customer problem/request/issue and performed incident notification and escalation to ensure they are communicated effectively
  • Compiled quick reference manual for newly install equipment
  • Handled configuration & provisioning in setting up new circuits

GLOBAL COMMUNICATION LTD CO., TOKYO

Administrative Assistant cum secretary
04.2003 - 10.2003

Job overview

  • Acted as liaison between company's president and clients
  • Performed general secretarial and office duties
  • Handled routine correspondence records and overseas contacts
  • Acted as interpreter for the company when necessary
  • Compiled sales data and organized records on computer
  • Reorganized the office and set up a new filling system

KOGYOKU LTD CO., TOKYO

General Clerk
04.2001 - 03.2003

Job overview

  • Performed typing, filling of documents and overall general office duties
  • Handled payroll and billing records of company's chain restaurant
  • Assist in supervising foreign staff when necessary
  • Handled daily routine correspondence records and supplier contacts
  • Performed daily transactions, record keeping and billing records

Education

Victoria University

Master Of Business from Enterprise Resources Planning (ERP) Systems
03.2013

University Overview

Keiai University
Japan

Bachelor Of Arts from International Studies
03.2001

University Overview

Skills

  • Operational efficiency
  • Planning and coordination
  • Cross-functional communication
  • Project management
  • Operations coordination
  • Risk mitigation
  • Process planning
  • Resource planning and scheduling
  • Process documentation
  • Case management
  • Onboarding design
  • Scheduling expertise
  • Teamwork and collaboration
  • Attention to detail
  • Problem-solving
  • Excellent communication
  • Decision-making
  • Team building
  • Analytical thinking
  • Task prioritization
  • Multitasking Abilities
  • Self motivation
  • Customer relationship management

Languages

English
Japanese
Chinese (Cantonese)
Chinese (Mandarin)
Malay

Timeline

Operations Specialist, APAC
LONZA BIOSCIENCE SINGAPORE
11.2024 - 03.2025
Singhealth CIO Officer, National Dental Centre Singapore (NDCS)
Synapxe Pte Ltd
02.2024 - 10.2024
PMO, Patient Operations Project Delivery Singapore
Synapxe Pte Ltd
11.2021 - 09.2023
Client Support Analyst, Trading & Risk Support APAC Singapore
ENVERUS SINGAPORE
12.2019 - 11.2021
PMO Japanese Speaking Site Execution Lead (DuPont Singapore)
ACCENTURE SINGAPORE
04.2019 - 07.2019
PMO Japanese Speaking Project Coordinator, Asia Pacific (Johnson & Johnson Singapore)
ACCENTURE SINGAPORE
06.2018 - 12.2018
Customer Success Manager, ASEAN, Greater China, Japan and backup for Korea
MICROSTRATEGY SINGAPORE
03.2016 - 03.2018
OFAC Client & Transaction Screening, CSU Singapore
J.P. MORGAN CHASE & CO.
03.2015 - 03.2016
Regional Implementation & Technical Services, APAC Treasury Services
J.P. MORGAN CHASE & CO.
08.2013 - 01.2015
Finance Application Analyst, Global Shared Services Centre
METLIFE SOLUTIONS PTE LTD
06.2012 - 06.2013
Japanese Speaking AP Service Associate & AP Team Leader, Global Shared Services
SIEMENS PTE LTD
08.2009 - 06.2012
Japanese Speaking Customer Support Engineer
SUMISHO COMPUTER SYSTEMS (ASIA PACIFIC) PTE LTD
02.2008 - 06.2009
Customer Service Officer
VISHAY INTERTECHNOLOGY ASIA PTE LTD
04.2007 - 02.2008
Technical Customer Support Representative, Customer Information Group Pacific (CIG)
EDS IT SERVICES (MALAYSIA) SDN BHD c/o DOW CHEMICAL MALAYSIA SDN BHD
09.2005 - 04.2007
Helpdesk cum Junior Network Engineer, Network Operation Center (NOC)
NTT COMMUNICATIONS LTD CO., TOKYO
11.2003 - 08.2005
Administrative Assistant cum secretary
GLOBAL COMMUNICATION LTD CO., TOKYO
04.2003 - 10.2003
General Clerk
KOGYOKU LTD CO., TOKYO
04.2001 - 03.2003
Victoria University
Master Of Business from Enterprise Resources Planning (ERP) Systems
Keiai University
Bachelor Of Arts from International Studies
SHIRLEY YEAP