Juliana Tan
Kuala Lumpur
Summary
Goal-oriented Operations Director with 20+ years history streamlining procedures to optimize productivity and revenue. Well-organized and proactive with hands-on and resourceful style. Knowledgeable about recruitment, regulatory compliance and inventory management.
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
22
22
years of professional experience
Work History
Operations Director
JD Sports Fashion South East Asia
01.2024 - Current
- Streamlined operations by implementing efficient processes and policies, resulting in improved productivity and reduced costs.
- Led cross-functional teams to successfully execute complex projects on time and within budget constraints.
- Developed strategic plans for business growth, enabling the company to expand its market share and increase revenue.
- Implemented cutting-edge technologies to optimize workflow efficiency and enhance overall operational performance.
- Negotiated contracts with vendors, ensuring competitive pricing and favorable terms for the organization.
- Built strong relationships with stakeholders at all organizational levels, fostering collaboration between departments for optimal results.
- Championed innovation by encouraging creative problem-solving among team members, yielding new ideas for process improvements and cost reduction initiatives.
- Mentored employees and offered constructive feedback for performance improvement.
Head of Business Development
PT JD Sports Fashion Indonesia
10.2021 - 01.2024
- Expanded company presence in new markets by identifying opportunities and establishing partnerships.
- Increased revenue by developing and implementing strategic business development plans.
- Strengthened client relationships through consistent communication and timely resolution of issues.
- Secured high-level collaborations with industry partners for mutually beneficial outcomes.
- Delivered customized solutions for clients, resulting in enhanced customer satisfaction and loyalty.
- Managed cross-functional teams to drive successful project completion and achieve organizational goals.
- Mentored junior team members, fostering their professional growth and skill development.
- Negotiated contracts with vendors for optimal pricing, improving profit margins across the organization.
- Contributed to product development efforts by providing valuable input on customer needs and preferences.
- Aligned departmental objectives with company-wide goals, ensuring a cohesive approach towards growth.
- Championed continuous improvement within the organization by embracing innovation and out-of-the-box thinking.
- Implemented innovative business development strategies to increase customer base and expand market share.
- Researched product pricing, ratings and performance and created comparison spreadsheets to evaluate competitors.
- Implemented systems and procedures to increase sales.
Head of Supply Chain & Business Manager SEA
JD Sports Fashion Sdn Bhd
08.2018 - 08.2021
- Enhanced supply chain efficiency by implementing data-driven strategies and streamlining processes.
- Reduced operational costs through the optimization of logistics and inventory management systems.
- Developed strong relationships with suppliers for improved collaboration and procurement outcomes.
- Created a resilient supply chain by diversifying suppliers and assessing potential risks.
- Increased on-time delivery rates through effective communication and coordination among team members.
- Led cross-functional teams to drive continuous improvement initiatives within the supply chain department.
- Managed all aspects of inventory control from demand planning to warehousing and distribution activities.
- Successfully managed complex projects involving multiple stakeholders across different regions.
- Built scalable supply chain operations teams to work with growing business.
- Hired, developed and led team of direct reports.
SEA&I Account Operations Manager
Nike South East Asia & India
08.2017 - 08.2018
- Streamlined account operations by implementing efficient processes and workflow improvements.
- Reduced operational errors through thorough analysis of account data and proactive troubleshooting.
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries and concerns.
- Increased revenue growth by identifying new business opportunities and expanding existing client relationships.
- Implemented risk mitigation strategies to protect company assets, reducing potential financial losses from uncollectible accounts receivable balances.
- Managed high-profile accounts, ensuring seamless delivery of services and maintaining strong client relationships.
- Improved operational efficiency by automating manual processes, saving time and streamlining workflows within the department.
- Facilitated communication between clients and internal teams, ensuring all parties were aligned on project goals and expectations throughout the process.
- Oversaw a diverse portfolio of accounts while meeting strict deadlines for reporting requirements.
Customer Operations Manager South East Asia
Nike South East Asia
01.2015 - 08.2017
- Enhanced customer satisfaction by implementing efficient operational processes and addressing customer concerns promptly.
- Streamlined team communication for improved collaboration, leading to faster issue resolution and increased customer retention.
- Developed comprehensive training programs for new hires, contributing to a knowledgeable and skilled workforce.
- Optimized resource allocation by analyzing performance data and identifying areas for efficiency improvements.
- Implemented quality control measures to ensure accuracy in all customer interactions, reducing errors and enhancing satisfaction rates.
- Championed best practices for managing escalations by effectively resolving high-priority issues with minimal impact on customer experience.
- Led regular team meetings to review performance metrics, discuss upcoming initiatives or changes in procedures, fostering open communication among staff members.
- Conducted regular performance reviews of direct reports to identify strengths as well as areas requiring additional coaching or mentoring.
- Promoted a culture of continuous improvement by encouraging feedback from staff members and taking action on their suggestions, fostering employee engagement and motivation.
- Designed and executed processes to meet business initiatives and drive continuous improvement.
- Collaborated with cross-functional teams for demand planning, ensuring accurate sales forecasts.
- Enhanced inventory efficiency with consistent monitoring and adjusting of the forecasting model.
- Conducted regular forecast reviews, identifying gaps between actuals and projections.
- Supported new product launches by providing detailed sales forecasts and inventory recommendations.
Customer Service Executive
Nike Sales Malaysia
01.2010 - 01.2015
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Streamlined communication channels for improved efficiency in handling customer concerns.
- Implemented new protocols to optimize team performance and deliver consistent results.
- Collaborated with cross-functional teams to improve overall customer experience within the company.
- Developed effective strategies for managing challenging situations, resulting in positive outcomes for both customers and the organization.
- Coached and mentored junior team members, contributing to their professional growth and development.
- Drove process improvements aimed at increasing operational efficiency and reducing wait times for customers.
- Facilitated team meetings and workshops to encourage open communication, sharing of best practices, and the development of new ideas for enhancing customer service delivery.
- Enhanced order processing efficiency by streamlining workflows and implementing best practices.
- Reduced order errors with meticulous attention to detail, thorough review, and effective communication.
- Expedited the order fulfillment process by coordinating effectively with shipping departments and carriers.
- Contributed to successful project implementations by providing insights on potential improvements within the Order Management domain.
Customer Service Executive
3M Malaysia Sdn Bhd
12.2001 - 06.2010
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Streamlined import and export processes by implementing effective documentation procedures.
- Reduced shipment delays with proactive communication between international suppliers and transportation partners.
- Enhanced customer satisfaction by efficiently resolving order discrepancies and delivery issues.
- Improved invoice accuracy through diligent review of shipping documents and timely communication with finance department.
- Built strong relationships with key stakeholders such as customs brokers, freight forwarders, and regulatory agencies for smooth import/export operations.
- Tendered analysis to assist rationalization and optimization of company controls.
- Streamlined inventory management processes for reduced stockouts and improved product availability.
- Collaborated with cross-functional teams to develop accurate sales forecasts and optimize supply chain operations.
- Developed strong relationships with suppliers, ensuring timely deliveries and proactive communication on potential disruptions.
- Implemented process improvements that increased forecast accuracy, reducing stock obsolescence risks.
- Managed SKU rationalization projects to optimize product assortments based on demand patterns and profitability metrics.
Education
Diploma - Marketing Communication
IACT - Advertising & Communication Association
Petaling Jaya, Selangor, Malaysia07.2012
Skills
- New Business Ventures
- Project Management
- Business process improvements
- Standard Operating Procedures
- Operational Excellence
- Requirements Gathering
- Business Analysis
- Problem Solving
- Decision Making
- Team Leadership
- Conflict Resolution
- Cross-functional Collaboration
- Risk Assessment
- Vendor Management
- Budgeting and Forecasting
- Logistics Management
- Strategic Planning
- Business Partnering
- Warehouse Operations
- Supply Chain Management
- ERP Systems Proficiency
- Coaching Abilities
- Motivating Teams
- Effective Communication
- Organizational Skills
- Performance Management
- Influencing Others
- Operations Management
- MS Office
- Systems - SAP, Eurostop, AS400, BPCS, COGNOS, TM1, POS
Accomplishments
Multiple warehouse moves and new warehouse implementation across - Nike & JD SEA
Implemented various new countries business - Indonesia and Thailand for JD Sports SEA
Centralization of organization planning for regional department - Nike
New systems implementation - Eurostop, SAP, Power BI, Cognos Reporting
2016 - SEA Maxims award - Developing automated return tools for CS
2015 - SEA Maxims award - creating and enforcing policies and procedures for Nike SEA
2012 - Global Maxim award - Creating Nike's culture to all levels - doing the right thing
2011 - SEA Maxims award - Do the right thing - Creating SEA Ops sharepoint which was used for APLA
2008 - Lean Sig Sigma Black Belt Project - SKU Rationalization - 3M
2006 - Lean Sig Sigma Green Belt Project - Auto Pricing - 3M
Affiliations
- Capoeira
- Cooking
- Travelling
Languages
English
Native or Bilingual
Malay
Professional Working
Indonesian
Full Professional
French
Limited Working
Chinese (Cantonese)
Limited Working
Chinese (Mandarin)
Elementary
Timeline
Operations Director
JD Sports Fashion South East Asia
01.2024 - Current
Head of Business Development
PT JD Sports Fashion Indonesia
10.2021 - 01.2024
Head of Supply Chain & Business Manager SEA
JD Sports Fashion Sdn Bhd
08.2018 - 08.2021
SEA&I Account Operations Manager
Nike South East Asia & India
08.2017 - 08.2018
Customer Operations Manager South East Asia
Nike South East Asia
01.2015 - 08.2017
Customer Service Executive
Nike Sales Malaysia
01.2010 - 01.2015
Customer Service Executive
3M Malaysia Sdn Bhd
12.2001 - 06.2010
Diploma - Marketing Communication
IACT - Advertising & Communication Association
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