Manager Customer Service

Vivian Olonade

Vice President, Operations

Singapore

***********@*****.***

+65-96704749

https://www.linkedin.com/in/vivianolo/

SUMMARY

To obtain a business commercial and operations consulting role with the potential to effect positive change and restructuring to improve efficiency, productivity, and profitability in organisations. I intend to pursue permanent residency in Canada and my profile has been submitted to the Express Entry Pool. WORK EXPERIENCE

Vice President, Operations

EGIS Healthcare Technologies Pte Ltd

Apr 2018 – Present

Lead and manage all areas of business and operations in the organisation across various offices and territory. Maintain and grow the business and look for opportunities of new investment in new technologies to create new product lines and diversity in product portfolio of the company.

Responsible for managing project implementation to meet customer acceptance, schedule and budget

Leading business and operations of a company with regional offices in 3 cities, with more than 35 employees of diverse talents in all areas of Finance, HR, Admin, Operations, Marketing, Business Development

Lead a team to obtain successful 2 major national hospital clusters (including >20 hospital institution and sites) Clinical Laboratory system renewal, and development of new specimen collection module to be used in the hospital with Agile SCRUM methodology.

Provides leadership to the technical support teams in the planning, managing and implementing maintenance services to meet the company service level agreement with the customer

Support the effort of business development team to coordinate and give technical presentations at trade shows and to major customers at product seminars and conferences

Formulating training and incentive plans, maintaining efficient team structure and performance through analytics, processes and tools, maximizing new client engagement

Maintain profit margins according to established objectives develop or maintain internal control systems to ensure accountability.

Recruitment of new talents, restructuring of teams to improve efficiency and communication

Develop and establish strong relationships with external partners, suppliers and vendors Operations Intelligence Manager

DishDash.co

Oct 2017 – Mar 2018

Lead the operational and business restructuring to help the Corporate food delivery startup business implement structures, processes, and systems to ensure the new structure is able to support the scale-up of operations. To act as an external and internal consultant to review workflow processes and Activity-based management to ensure efficiency and productivity. Hiring new talents that will fit into the sustainable growth plan of the company, and improve employee engagement, internal and external communication.

Restructuring and transitioning to scale-up and growth

Strategy for operations, business development and partnerships

Identify and implement functional workflow structure and framework

Overcoming challenges, executing organizational changes and improvements

Account management and customer service turnarounds

Talent management, training and development, vendor engagement and support Operations Manager

The Gallup Organisation(s) Pte Ltd

Aug 2016 – Jun 2017

Responsible for the Profit and Loss statement, Monthly Regional Operations Report (Management Accounting Reports) of the region. Fully accountable and responsible for expenditure and revenue of the Singapore revenue cost center

(including South East Asia, Japan, Korea, Philippines, Malaysia, Singapore, Indonesia, Hong Kong).

Leading and managing team of diverse talents including project manager, designer, course coordinator, IT engineer; exercising strengths based leadership and managing a local office of 25 employees with extended regional headcount of around 35-40 people contributing to regional business revenue

Leading and executing million dollar multi-phase office renovation project in the CBD area from start to completion

Managing vendor and project profitability through monitoring project realization rates, balancing budgets, costs and creating product and service differentiation to optimize profits

Leading financial accountability ensuring profitability; Regional P&L responsibilities, Southeast Asia, Japan, Korea.

Steering management team collaboration resulting in cross-divisional team engagement, effective utilization and increasing productivity per person.

Proven significant positive results on team engagement and productivity turnaround.

Ensure profitable project realization rates, efficient vendor management, delivering with exceeding client satisfaction and engagement

Shape a positive and continuously improving culture Chef de Partie – Greenwood Fish Market @ Quayside Isle Chef de Partie – Orgo Bar & Restaurant

Commis – Bar-Roque Grill

Aug 2015 – May 2016

Comprehensive Food and Beverage Industry experience over a year in Fresh Fish restaurant and retail, Mediterranean Cuisine, Contemporary French Cuisine.

Strategic planning and set up of new imported fresh fish retail market and restaurant with >150 wine labels and 130 seats

Kitchen management and training

Menu creation

Events management

Independently Manage bar and dessert kitchen

Participate in Epicurean market events at the Marina Bay Sands

Cold kitchen food prep

Fish filleting skills and seafood processing

VP, Product Division

EGIS Nanotech Pte Ltd

Oct 2013 – Jul 2015

Setting up new company distributing Nanotechnology Medical Textile from Asia to Europe and American markets.

.

Responsibilities include company registration and negotiation of legal agreements

Concept, design and creation of marketing collaterals

Plan, organise and participate to global trade fairs

Successfully certify product to comply with international requirements to use in clinical setting Operations Manager

EGIS Healthcare Technologies Pte Ltd

Oct 2013 – Jul 2015

Managing all operations and commerical aspects of the business.

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Conceptualise and execute strategy for business and operations

Tightening processes via value chain analysis, creating new solutions and new markets

Mitigate and manage risks

Ensure continuous improvements in customer satisfaction, employee satisfaction & quality assurance through planning and implementation of site audits, workflow consultations, annual conferences and value added services

Responsible for regional business developments, regional business contracts, tenders, site upgrades and reversing customer loss scenarios

ISO recertification quality assurance projects

Provide coaching, challenges and confidence to a team of more than 15 IT support engineers and product team leads in regional projects across regional offices

Reorganisation of team structure into domain knowledge branches, to cover wider product knowledge and ensure higher rates of customer satisfaction

Project director for national blood bank software upgrade project Product Specialist

Johnson & Johnson Pte Ltd (Ethicon)

Feb 2013 – Jun 2013

In charge of sales and acting as SME for product domain knowledge for training of doctors and nurses and operating Theatre support.

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Best High Impact Presenter and Excellence Award

Manage and expand customer accounts by integrity and insight selling

Establishing and maintaining relationships with key stakeholders across multiple levels and departments in hospitals

Plan and conduct customer education seminars, trainings and workshops

Provide technical support to surgeons in operating theatres Technical Support Specialist

Johnson & Johnson Pte Ltd (Ortho Clinical Diagnostics) Mar 2010 – Jan 2013

Set up of new Asia Pacific Technical Support Center to provide call center troubleshooting and investigation technical And product scientific support to customers in Asia, America, and Europe with follow-the-sun call routing, and Lab Experience center.

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Pioneering Asia Pacific Technical Support Center startup : Office infratstructure, call center, technical, marketing, business and customer support service startup

Manage team KPI with 5-10 members, effect transparent communication channels with global affiliates

Design and Implementation of regional customer satisfaction survey

Responsible in ensuring customer service quality assurance

Subject matter expert providing in-depth analytical, technical and scientific troubleshooting and investigations in 3 languages, 8 countries, and across 8 product lines

Training, certification, and compliance to US FDA regulatory and technical support international complaint handling procedures

Design, plan and participate in presentations and demonstrations for regional customer visite vents

Regional instrument installations, commissioning of analysers and trainings

New technology and instrument remote monitoring launch and support

Set up and maintain regional marketing and scientific gournal database Research Assistant, Laboratory of Molecular Pathogenesis Tokyo Medical and Dental University, Japan

Aug 2009 – Dec 2009

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Edit draft scientific papers and journal publications of Postdoctoral fellows/Assitant Professors in English EDUCATION

Master of Business Administration

University of Liverpool, England

2018 - 2021

Bachelor of Science, Biomedical Science (2

nd

Upper Honours)

Nanyang Technological University

2006-2009

Final Year Research Project

Tokyo Medical and Dental University

2009

INSTEP student exchange program

The Chinese University of Hong Kong

2008

LANGUAGES

English – fluent/ native

Chinese – fluent/ native

Cantonese – fluent/ native

ADDITIONAL INFORMATION

Strategic entrepreneurial commercial and people oriented leader with experience across Healthcare IT, Medical Devices, Hospital Surgical, Internet Technology, Food and Beverage, and Management Consulting industries; working in multinational corporations, small-medium enterprises and startups. Visionary strong in business profitability, organizational restructuring, customer engagement turnarounds. Breeds innovation, collaboration and partnerships through diversity, motivated to stimulating and moving teams to advance businesses across organizations. Computer Skills - Proficient with Microsoft Office, Microsoft Powerpoint, Microsoft Excel

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