Summary
Overview
Work History
Education
Skills
Timeline
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Tan Zi Kang (Gideon)

Tan Zi Kang (Gideon)

Commercial Excellence Manager
Kuala Lumpur

Summary

Passionate about driving meaningful change through collaboration, insight, and innovation. With a foundation rooted in digital transformation and commercial excellence, I bring a people-centric approach to leading cross-functional teams, nurturing a culture of continuous improvement, and aligning data-driven strategies with business goals.

Overview

7
7
years of professional experience

Work History

Commercial Excellence Manager

Nippon Paint (Malaysia) Sdn Bhd
11.2022 - Current
  • Lead the Commercial Excellence team across three strategic pillars: Project Management, Data Analytics, and Digital Experience (DEX) enhancement for companies digital applications.
  • Spearheaded the end-to-end digitalization of commercial and operational workflows, delivering new digital initiatives from ideation to launch and even cross-entity/country rollout.
  • Directed the design and development of enterprise dashboards and performance reports, enhancing data visibility and supporting strategic decision-making at regional and executive levels.
  • Led continuous UX/UI improvements and stakeholder engagement to enhance DEX across companies applications; developed onboarding workflows, user self-help portals, and training materials.

Bot Analyst - Data Analysis and Training

OKX
07.2022 - 10.2022
  • Perform analysis to identify patterns, trends, and improvement areas in customer interactions, driving better automation outcomes.
  • Collaborated with product and tech teams to test, implement, and maintain chatbot features aimed at improving operational efficiency.
  • Designed and refined user-centric conversational experiences to enhance the digital journey.
  • Maintained and optimized multilingual chatbot flows via data-driven improvements.
  • Contributed to documentation of frameworks, content standards, and design strategies.

Operational Excellence

OKX
01.2022 - 07.2022
  • Analyzed end-to-end workflows within OKX’s customer service hub to identify bottlenecks and recommend process enhancements.
  • Developed and maintained standardized operating procedures (SOPs), ensuring consistent and efficient case resolution.
  • Implemented performance-driven improvements based on trend analysis of ticket volume, resolution time, and customer satisfaction (CSAT).
  • Partnered with internal stakeholders to deliver service quality initiatives in alignment with fast-paced operational needs.
  • Facilitated change management, enabling smooth adoption of updated service protocols.

Commercial Excellence Executive

Nippon Paint Malaysia Sdn Bhd
09.2019 - 12.2021
  • Analyzed business requirements and translated them into innovative digital solutions that improved operational workflows and supported strategic growth.
  • Managed internal stakeholder engagement across the digital project lifecycle, ensuring alignment with business priorities and cross-functional buy-in.
  • Partnered with senior leadership to execute ad hoc initiatives and maintain agility in delivering digital innovations aligned with the company vision.
  • Promoted a culture of continuous improvement by identifying process inefficiencies and recommending optimizations to uphold operational excellence.
  • Championed the early adoption of Power BI, streamlining complex data sets into actionable dashboards and reports; utilized SQL to establish seamless data integration and enhance decision-making.

Management Associate

Nippon Paint (Malaysia) Sdn Bhd
09.2018 - 08.2019
  • Completed a structured rotational program across technical, production, HR, system control, purchasing, business intelligence, sales, and marketing departments to gain holistic exposure to core operations and strategic functions.
  • Led the “Paint All Surfaces” nationwide campaign for the associate cohort, driving cross-functional coordination and brand engagement through internal events and product showcases.
  • Proposed and implemented process enhancements in the Customer Experience Advisory team, streamlining appointment coordination for house inspections.

Education

Bachelor of Science - Human Development

Universiti Putra Malaysia
Seri Kembangan, Selangor, Malaysia
04.2001 -

Skills

  • Data analysis, visualization and reporting (Power BI)

  • SQL querying & data modeling

  • Python (basic for analytics)

  • KPI tracking & performance measurement

  • Digital solution scoping & requirement analysis

  • Operational & commercial process optimization

  • SOP development & documentation

  • Strategic thinking & decision-making

  • Problem-solving & continuous improvement mindset

  • Stakeholder engagement & communication

  • Cross-functional collaboration

  • Team leadership & mentorship

Timeline

Commercial Excellence Manager

Nippon Paint (Malaysia) Sdn Bhd
11.2022 - Current

Bot Analyst - Data Analysis and Training

OKX
07.2022 - 10.2022

Operational Excellence

OKX
01.2022 - 07.2022

Commercial Excellence Executive

Nippon Paint Malaysia Sdn Bhd
09.2019 - 12.2021

Management Associate

Nippon Paint (Malaysia) Sdn Bhd
09.2018 - 08.2019

Bachelor of Science - Human Development

Universiti Putra Malaysia
04.2001 -

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Tan Zi Kang (Gideon)Commercial Excellence Manager