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Project Manager Customer Service

Location:
Dublin, California, 94568, United States
Posted:
May 23, 2010

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PROFILE

. Strong competency in process assessment, design, risk remediation and

enterprise risk management.

. 4 years of full time SOX 404 advisory experience for a $40 billion

revenue healthcare non-for-profit organization and a technology company.

. 5 years of industry experience in internal audit with primary focus on

telecommunication and hospitality sectors.

. Led multiple financial and operational audits in various countries in

Asia Pacific with focus on telecommunication, hospitality and retail

industries. Key areas of review included credit and collection

framework, retail operations, call centers, procurement, customer

service, telecommunication revenue assurance, inventory, capital

expenditures, hotel yield management and operations.

. Demonstrated with results, strong analytical, planning, interpersonal

and project management skills. Managed and deployed successfully 15+

staff members for project budgets up to $10 M.

. Well versed with facilitation skills gained from proven results in

facilitating various risk and controls identification and improvement

workshops.

. Demonstrated with results, excellent skills in planning, scheduling and

organizing work independently.

. 3 years of external audit experience in a big four CPA firm.

. Six Sigma certified and well versed with problem solving tools such as

force field, cause and effect, payoff matrix, nominal group, storing

boarding, etc.

PROFESSIONAL EXPERIENCE AND ACHIEVEMENTS

November 2005 to current Senior Manager, Advisory Services (effective

10/1/2009)

Ernst & Young LLP San Jose, California

Responsibilities

. Provide expertise in process assessment and design, risk minimization

and performance optimization to identify and solve complex business

issues.

. Key project manager in advising and assisting client in the

implementation of SOX and Model Audit Rule (MAR) requirements.

. Advise clients on overall SOX an MAR assessment of internal financial

controls.

. Develop resource plan and execute financial controls testing deployment

plan for client.

. Advise clients in process assessment and design, risk minimization and

performance optimization to identify and solve their compliance program

issues. Collaborate with clients to plan engagement objectives and

develop client's SOX scoping and test strategy.

. Work closely with client's external auditor on overall SOX integration

issues and process.

. Lead a team of 15+ personnel comprised of staff to manager level in the

engagement execution.

. Review staff audit work papers and reports to ensure appropriate

documentation that meets firm's quality standard.

. Coach team members in service deliverables and career progression.

Provide constructive on-the-job feedback/training.

. Manage and communicate service delivery expectations and status to

client key stakeholders to achieve high quality deliverables within

expected time frames and on budget.

. Identify new business opportunities. Build long-term client

relationships and networks.

Accomplishments

. Served as the lead manager successfully at Kaiser Permanente and Cisco

Systems Inc for two years each, providing project management and

advisory services on financial control advisory and testing.

. Assisted clients in developing financial controls test strategy,

scoping, designing and implementation of process and controls.

. Performed financial internal control rationalization and optimization

which streamlined approximate 20% of its original control count.

. Performed walk-through of transactions and detail testing of key

controls, and educated process owners on remediation steps.

. Managed internal controls testing deployment across multiple regions.

. Involved in review of entity-level assessment based on COSO framework.

. Facilitated several risks and controls identification and documentation

improvement workshops for clients.

Oct 2002 to 2005 Internal Audit Manager, Malaysia

Reliance Pacific Berhad, Malaysia

A $100 million revenue integrated tourism company listed in Malaysia Stock

Exchange. The company is primarily focused on travel and tourism,

hospitality and resort development across Asia Pacific.

Responsibilities

. Report to the CFO of the Group.

. Lead, mentor and oversee a team of 4 internal auditors in discharging

internal audit function for the Group.

. Responsible for reporting to Audit Committee to ensure that audit issues

and risks are updated to the AC regularly. This is also to highlight and

advise the AC on measures in addressing business risks in local and

overseas hotel and travel operations.

. Prepare and present Audit Plan for Audit Committee's approval to ensure

high risk areas are covered.

. Undertake regular high-level communications within the Group in setting

out, enforcing compliance, strengthening of internal controls as well as

assessing operational risks.

Accomplishments:

. Assigned as the Project Manager to monitor a task force to implement

measures to recapture company travel division outbound market share to

Europe. Revenue improved from RM5million to RM20million within six

months of implementation for that particular market.

. Involved in carrying investigative assignments.

. Developed risk based internal plan to better evaluate and benchmark the

Group's state of internal controls.

. Successfully developed risk management plan for the organization.

. Involved significantly in advising and assisting operations in

developing policies and procedures (eg. credit and yield policies, sales

staff compensation scheme, Finance policies, customer service, etc).

. Improvised internal audit department for company, developed internal

audit, risk management plan and audit committee charter, hired audit

team and created internal audit methodology.

. Identified control gaps/improvement opportunities.

Feb 2001 to Sep 2002 Internal Audit Manager, Singapore

Singapore Telecommunication Limited (SingTel)

A $20billion revenue Singapore public listed company, SingTel is Asia's

leading telecommunication group with operations and investments in more

than 20 countries and territories around the world. With significant

operations in Singapore and Australia (through wholly-owned subsidiary

SingTel Optus), the Group provides a comprehensive portfolio of services

that include voice and data services over fixed, wireless and Internet

platforms.

Responsibilities

. Report to the VP of Audit.

. Supervise and perform financial and operational audits to evaluate the

adequacy of internal controls.

. Analyze business processes and systems for improvement in various

SingTel businesses.

. Develop risk-based annual audit plans and programs.

. Conduct ad-hoc assignments and investigative work.

. Perform analytical review on SingTel's quarterly announcement results

for Audit Committee.

. Prepare audit reports for management such as CEOs, EVPs, VPs, Audit

Committee, etc.

Accomplishments:

. Identified cost savings up to $1-3 millions per year on business

processes and operation improvements.

. Successfully conducted and presented audit findings on investigative,

financial and operational reviews of SingTel's local operations as well

as overseas subsidiaries and associate companies located in Thailand,

Hong Kong, Taiwan and United Kingdom, etc.

. Acquired strong understanding of telecommunication operations and

confident in performing financial and operational reviews on areas such

as telecommunication revenue, credit and collection framework, customer

service, capital expenditures, procurement, inventory, logistic, call

centers, and payroll management, etc.

Sept 1996 to Jan 2001 Assistant Audit Manager, Assurance & Advisory

Business Services

PricewaterhousCoopers, Kuala Lumpur, Malaysia

Internal Audit

. Performed internal audit out-sourcing work for public listed

manufacturing company in Malaysia.

. Managed and delivered up to 50 compliance Health and Safety audits that

focused on the employment act, health and safety regulations and human

rights for big American retail clients all across Malaysia.

External Audit

. Led external audits with focus on upstream oil and gas, and utility

multinational companies such as Shell Malaysia which included review of

computation and allocation of cost oil and profit oil in compliance with

production sharing contracts.

PROFESSIONAL AFFILIATIONS

1998 to present CPA Australia

(www.cpaaustralia.com.au)

Malaysia Chartered Accountant

(www.mia.org.my)

Currently pursuing CPA

2007 Completed and demonstrated proficiency in Six Sigma Lean & DFSS set

forth by the Council for Six Sigma Certification

(SSC) and Aveta Solutions for Six Sigma

Certification.

EDUCATION

1996 University of Royal Melbourne Institute of

Technology Australia Bachelor of Business - Major

in Accounting

REFERENCES

Available upon request



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