PAMELA SAGA TELVAN

• Led and coordinated transformation initiatives, including stakeholder discussions, focus groups, research, high-level design, creative development, pilot programs, and post-pilot assessments to ensure timely delivery and achievement of target objectives
• Collaborated with internal and external teams, including partners and agents, to manage key operational elements such as filming logistics, procurement of materials, and module translations, including setting up translation processes from English to Bahasa, while overseeing RFQs, PROs, POs, and bid waivers
• Coordinated resource inputs, including sourcing talent for filming and conducting research interviews
• Collaborated with departments and learning partners to gather information, address content gaps, and align team understanding, providing on-site support and subject matter expertise to ensure program completeness and enhance stakeholder trust and collaboration
• Streamlined project rollout processes to ensure clarity and ease of execution, while demonstrating agility in adapting to changing customer needs and business demands
• Proactively supported stakeholders during implementation, addressing challenges and seizing opportunities to ensure smooth rollouts and uphold high program delivery standards, ultimately delivering high customer satisfaction
• Facilitated culture transformation training and coaching, supporting team members in embracing new cultural values
• Driven by a customer-first approach, consistently delivering exceptional value and enhancing customer experiences

Achievements:

• Completed the Train the Facilitator Program with The Happy Consultancy Group in April 2022
• Played a key role in launching the foundation chapter of the Pos Malaysia Wira Program in March 2022, an immersive 1.5-day initiative covering the organization's history, purpose, and future vision
• Successfully facilitated the program and achieved the first milestone ahead of schedule, ensuring participation from all 15,000 Pos Malaysia employees by the end of 2022
• Additionally, trained and certified 200 business leaders to deliver the Wira Foundation module

• Worked with business development to engage clients, assess fulfillment needs, and collaborate with internal teams to provide tailored solutions and accurate quotations.
• Handled client inquiries and managed fulfillment-related tasks, including ad-hoc responsibilities, to ensure smooth e-commerce operations.
• Identified performance gaps and collaborated with internal teams to ensure effective target achievement.
• Partnered with sales and stakeholders to implement product programs and campaigns, regularly optimizing ROI through outcome reviews.
• Acted as a liaison between Field Sales and HQ departments (Marketing, Production, Procurement, Finance), ensuring alignment toward business objectives.
• Led business operations meetings, addressing core topics like operations, system functionality, and billing, while ensuring the consistent application of company strategies across departments.
• Developed growth-oriented programs and business cases to support revenue generation and market share expansion.
• Collaborated with marketing to design and execute sales initiatives aimed at enhancing market presence and customer engagement.

• Led the air export customer service and operations team, ensuring timely, accurate freight movement, efficient information flow, and high customer satisfaction while driving operational productivity
• Addressed customer escalations, monitored KPIs, and developed standard operating procedures (SOPs) to streamline new client onboarding
• Ensured team adherence to internal policies and external regulations, maintaining compliance with government, airline, and destination standards
• Managed P&L established the annual budget and developed strategic plans to drive operational growth and efficiency
• Cultivated and negotiated strong relationships with partners, including airlines and transporters, to provide optimal solutions and maximize profitability

• Managed contract logistics, procurement pricing, and the execution of projects for newly contracted customers, developing and negotiating contracts that align with business operations
• Actively engaged in cross-selling and upselling to expand accounts
• Handled RFQs and RFIs, focusing on cost-saving initiatives, process improvements, and coordinating commercial activities
• Developed SOPs and KPIs for strategic accounts
• Opportunity Screening & Key Account Management: Analyzed market strategies, deal requirements, and financial evaluations to identify potential opportunities
• Served as Key Account Manager for clients across FMCG, Retail, Gas, and Chemicals, ensuring their needs were met
• Oversaw P&L, monitored forecasted volumes and revenues, and collaborated with the General Manager to implement cost-saving measures
• Acted as the primary point of contact for customer escalations, organizing monthly reviews with customer service and operations to assess KPI performance

• Oversaw vendor performance and deliverables, conducting quality assurance evaluations to enhance effectiveness
• Fostered and maintained relationships with partners, managing vendor activities, and negotiating contracts and performance benchmarks

• New set-up department managed spare parts logistics across ASEAN, HTK, and IN regions
• Developed and implemented SOPs for forward shipping, inter-country parts rebalancing, and reverse logistics, while defining KPIs for vendor performance
• Planned and executed international freight operations, including budget preparation and P&L management, monitoring performance against actual costs
• Managed budget, controlled expenses, and achieved financial targets in freight operations.
• Evaluated vendor performance in alignment with KPIs, collaborating to drive continuous improvement initiatives
• Ensured compliance with local trade regulations and government requirements for all exported parts, overseeing the handling of dangerous goods and controlled parts, and ensuring proper export documentation, licenses, and permits were in place

Achievement:

• Established and led a new department focused on spare parts logistics across ASEAN, HTK, and IN regions

• Identified opportunities within existing and potential customers through industry research, developed a prospect list, and screened potential deals
• Analyzed market strategies and formulated negotiation plans to align new ventures with company goals
• Managed RFQ responses, closed deals, and maintained strong relationships with Customer Service, Operations, and Contract Logistics teams to ensure seamless operations
• Developed and tracked CAPEX procedures, financial forecasts, and reports to monitor account activities and profitability
• Created SOPs for strategic accounts in collaboration with internal teams and delivered sales presentations to showcase products and services

Achievement:

• Successfully acquired a new FMCG customer within one month for import and haulage operations, customizing services to meet their specific requirements in East Malaysia

• Assisted the Head of Transport in creating strategies to expand the Transport Team's capabilities beyond day-to-day P&L activities, focusing on BTS consolidation and enhancing transport operations
• Conducted cost-benefit studies and simulations for the transport department to ensure healthy margins, managed pricing and RFQ responses, and handled customer sales inquiries for air and sea freight
• Supported the implementation of supply chain solutions, particularly under the Lead Logistics Provider model for DHL Supply Chain customers, coordinating land, air, and sea transport initiatives in Peninsular and East Malaysia
• Collaborated with senior management, Business Development, and HR teams on strategic initiatives, providing ongoing support and information on operational processes to country teams
• Escalated risks promptly to the Head of Transport, overseeing department and customer KPIs, OTIF performance, and vendor performance monitoring, including establishing KPIs with transporters and suppliers
• Led demand planning coordination, executed bookings, and monitored orders to ensure smooth supply chain operations, applying comprehensive knowledge of freight forwarding and customs management
• Supported customer presentations, provided guidance on operational processes, and coordinated with internal teams to ensure timely information flow for new and existing customers
• Managed daily operations for efficiency, while liaising with the Customs Brokerage Department on bonded items, bank guarantees, and sales exemptions

Achievements:

• Pioneered the creation of the Lead Logistics Provider unit, reporting directly to the Head of Transport, and stabilized East Malaysia operations for goods distribution, coordinating logistics with truckers and customers
• Cost Savings & Negotiated Savings: Achieved RM30,000 annual savings for a retail customer through the Trans-Borneo product and RM26,000 savings for ocean freight
• Negotiated RM500,000 annual savings in haulage and customs clearance charges, reducing costs by at least 30%
• Service Launches & New Business Development: Successfully launched the Trans-Borneo trucking service in 2013 (covering East Malaysia, Brunei, and Labuan), and expanded the automotive spare parts haulage business in the South in 2015
• Industry-Specific Success: Secured business wins in key sectors, including managing import/export processes for the automotive sector (2013), securing a tobacco product business (2013), and managing logistics for a chocolate manufacturer (2014)
• Market Leadership & Automotive Growth: Won and implemented import/export planning for the automotive sector in June 2013, and led Malaysia’s Direct Broadcast Satellite Pay TV Service to the number one position in East Malaysia by securing strategic carrier rates in 2015

• Collaborated with overseas offices to verify rates for nomination shipments and coordinated with the AFR Department and OCC team for ad hoc and contract rates
• Worked with the Tariff Team to ensure accurate rate filing and implementation, while managing global RFQs and overseeing the implementation of secured quotations
• Demonstrated expertise in both LOGIS Ocean and LOGIS Air systems, maintaining an up-to-date customer database to support efficient operations
• Provided shipping solutions to overseas agents and local customers, focusing on cost-saving arrangements

Achievement:

• Revenue Contribution: Managed nomination shipments, consistently contributing RM300,000.00 to RM500,000.00 in monthly department revenue

• Managed shipments for SME customers, coordinating all aspects from booking and planning to haulage arrangements, execution, and documentation (including Bill of Lading drafting and confirmation)
• Ensured timely clearance of freight within free time, collaborating with multiple carriers for effective execution
• Collaborated with Customs Brokerage, Haulage, and Documentation teams to ensure seamless shipment coordination, including managing Bonded Am, Bank Guarantee, LMW, and Sales Exemptions (CJ5 and CJP2)
• Provided comprehensive transportation, haulage, and warehousing/distribution services to meet client needs
• Managed air freight shipments for both import and export, overseeing the process from customer order to execution and documentation
• Gained expertise in Letters of Credit, facilitating smoother transactions and payments
• Maintained an organized client database to ensure accuracy and efficiency in shipment orders
• Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.

• Managed and coordinated import and export shipments, ensuring compliance with customs brokerage and documentation requirements
• Oversaw air freight shipments to ensure timely and efficient handling
• Managed invoicing and cost control for all shipments, optimizing profitability
• Prepared essential shipping documentation, including Bills of Lading and Certificates of Origin
• Demonstrated expertise with Letters of Credit to facilitate international transactions and provided comprehensive transportation, haulage, and warehousing/distribution services to meet client needs

• Acted as agents for break bulk vessel owners, providing vessels to shippers and seeking cargo from West and East Malaysia
• Offered vessel chartering services and sold shipping line rates to clients
• Managed and coordinated air and sea freight shipments, including customs brokerage and documentation for import and export activities
• Prepared essential shipping documentation, such as Bills of Lading and Certificates of Origin
• Demonstrated expertise with Letters of Credit to facilitate secure transactions and provided comprehensive transportation, haulage, and warehousing/distribution services to meet customer requirements

Achievements:

• Successfully managed the export of over 100 containers from Sandakan, Sabah to Jebel Ali under a transshipment arrangement, including container positioning, freighting, haulage coordination, and preparing shipping documentation
• Issued House Bills of Lading for each buyer upon shipment arrival at Jebel Ali, ensuring smooth and accurate processing