Operations Manager | Last-Mile Delivery & Customer Experience

Managed last-mile daily operations in Singapore supporting more than 6,000 shipments, leading 54 direct employees through four frontline leaders and overseeing 60–70 outsourced personnel. Served as Duty Manager for station-wide operations exceeding 10,000 daily shipments, coordinating service recovery, manpower deployment, and escalations.

Owned a SGD 2.6M annual courier operating budget and governed SLA performance, billing accuracy, capacity, and corrective actions across a portfolio of 5–6 vendors. Co-led RFQ and pricing negotiations that reduced annual vendor costs by SGD 260K, delivered an additional SGD 221K through route optimization, supported ISO 9001:2015 audit readiness, and chaired safety incident investigations and compliance reviews.

Led a specialized 40-person customer recovery center, including 32 direct reports across trace, investigation, and frontline call functions, while governing a 33-person trace team. Managed service recovery, claim investigations, executive escalations, money-back guarantee approvals, and daily customer compensation decisions.

Handled 1,300–1,800 daily packages affected by commercial-flight delays and reduced the accumulated service-failure backlog by 70% within three months through operational intervention and data-driven network escalation. Improved primary case closure performance from 68% to 80% after ORBIIT deployment and developed multiple team members into management roles.

Managed executive-level customer escalations and on-floor service-level performance to protect customer commitments and operational SLAs. Oversaw call and case quality assurance to improve consistency in customer service delivery.

Established the Workforce Management function, creating interval-based staffing and scheduling models across Singapore and Malaysia. Built a SharePoint and Excel work-from-home tracking system for approximately 200 employees during COVID-19 and pioneered more than 10 automation solutions using Power BI, Power Automate, and SharePoint.

Coached frontline customer experience employees and supported performance improvement through analysis, feedback, and day-to-day leadership.

Provided management with operational performance insights to support service improvement decisions and maintain customer service standards.

Managed global shipment tracing and investigated lost or delayed shipments to protect customer commitments and support timely service recovery.

Worked with internal operational teams and stakeholders to resolve shipment exceptions, provide customer updates, and maintain service quality.

Diploma in Communication & Media Studies.