Summary
Overview
Work History
Education
Skills
Timeline
Generic

Sofia Theint

Senior Manager, Enterprise Service Engineering
Kuala Lumpur

Summary

Accomplished Senior Manager at E2open, adept in cross-functional team leadership and strategic thinking, significantly enhanced customer engagement across global regions. Proven track record in driving team success and operational excellence, with a focus on impactful achievements and strong client relationships.

Overview

16
16
years of professional experience

Work History

Senior Manager, Enterprise Service Engineering

E2open
09.2016 - Current
  • Was promoted to Team Lead, then Manager and eventually to Senior Manager where I successfully drive a team of 15 Engineers in providing support across APAC, EMEA and America regions.
  • Managed day-to-day support tasks in e2open solutions to ensure the success of Customer's business, and optimal resource capacity is being leveraged to provide the efficient service to customer.
  • My role involves implementing performance metrics , monitoring team's achievement , resource
    planning, stakeholder management, upskilling team, recognizing and rewarding high performers, leading the recruitment and facilitating the training of new team members.
  • Created dashboards and reports to track the performance and the ensure that SLA with customer is being met.
  • Developed and drove improvement plans to address crisis situations with timelines, milestones to deliver customer’s business success.
  • Worked on identifying, recommending, and implementing quick workaround for any critical issue to ensure business continuity.
  • Escalated issues across multiple internal teams within e2open and marshalling resources as necessary to resolve issues.
  • Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
  • Implemented and developed operational standards, policies and procedures.
  • Provided strong leadership to enhance team productivity and morale.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.


Application Engineer

E2open
07.2013 - 09.2016
  • Played a crucial role in successful project completion by contributing technical expertise at all stages of development.
  • Transformed business requirements into cloud-based demand and supply solution.
  • Responsible for preparing and maintaining Integration Configuration and Design documents
  • Delivered supply chain solutions to clients throughout US ,Europe and Asia
  • Work closely with cross-functional teams during rollout into the production and sustain phases of a project

Software Engineer

Federal Express
08.2008 - 06.2013
  • Developed software projects for SBIP (Taiwan).
  • Involved in customization and mapping of text data from the various customers which are in any format such as XML, delimiter format, fixed length format, excel spreadsheet and etc.
  • Worked on software development for data receiving, processing, mapping, database insertion, extraction, and sending back required data to external customers.
  • Implemented effective debugging strategies, resulting in fewer software defects and increased reliability.

Education

Master of Science - Computer Engineering

IIUM
Kuala Lumpur
04.2001 -

Bachelor of Engineering - Computer And Information Engineering

IIUM
Kuala Lumpur
04.2001 -

Skills

Customer Engagement

Cross-functional Team Leadership

Customer Experience management

Strategic Thinking

Key Performance Indicators

Timeline

Senior Manager, Enterprise Service Engineering

E2open
09.2016 - Current

Application Engineer

E2open
07.2013 - 09.2016

Software Engineer

Federal Express
08.2008 - 06.2013

Master of Science - Computer Engineering

IIUM
04.2001 -

Bachelor of Engineering - Computer And Information Engineering

IIUM
04.2001 -

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Sofia TheintSenior Manager, Enterprise Service Engineering