Operations & Logistics Supervisor | Customer Service | General Virtual Assistant

Supervised inbound, outbound, and fulfillment services in a banking environment, including cross-country shipping and local courier operations. Worked closely with overseas courier vendors such as DHL and UPS to manage customs paperwork and coordinate with clients to ensure timely delivery of shipments. Processed commercial invoices for non-document shipments and oversaw end-to-end logistics processes, demonstrating strong coordination, compliance awareness, and adaptability across diverse systems and client requirements.

I bring over 12 years of experience in customer service. I’ve managed helpdesk and service requests, supervised inbound and outbound operations, and overseen fulfillment services. Along the way, I’ve honed skills in Procure-to-Pay processes, reporting and data analysis, and program administration for corporate cards, business cards, and operational items. At the core of all this is customer service — ensuring tasks are completed efficiently, on time, and always aligned with client expectations and service level agreements.

I have extensive experience in generating reports, analyzing operational data, invoicing, maintaining CRM systems, document management, mail digitization, record keeping, and managing group mailboxes while responding to client queries. I also served as Program Administrator for corporate business cards and acted as a Subject Matter Expert for multiple project rollouts across the APAC region. These responsibilities strengthened my ability to streamline processes, ensure accuracy, and provide consistent support across diverse teams.

I generate and analyze reports across multiple platforms to support operational efficiency. For example, I use Kofax Total Agility to track monthly scanned mail volumes across APAC, and 2Ship to produce year-on-year and month-on-month shipping comparisons. Through ServiceNow, I monitor service tasks to ensure completion within service level agreements. I also maintain monthly operations reports with detailed worksheets on spending, inbound and outbound mail data, and key performance indicators. Additionally, I analyze outbound shipment and courier data to track spending trends and compare them against previous months. These responsibilities demonstrate my strong attention to detail and analytical skills in managing complex data sets.

I’ve managed end-to-end Procure-to-Pay processes — from obtaining vendor quotations and comparing rates, to raising purchase orders and processing invoices. I’ve worked with different clients who use various platforms, including Oracle Cloud, which demonstrates my adaptability to changing processes and systems. I handle invoice approvals, perform general ledger coding, cost centre allocations, and cross-charges before submitting to Accounts Payable. I also track invoices and payment statuses to ensure accuracy and zero payment delays, reflecting both attention to detail and reliability.

I’ve been responsible for onboarding new hires in our Singapore office and also serve as a Subject Matter Expert for both onboarding and offboarding across APAC. I’m proficient in systems such as ServiceNow, AccessHub, and PeopleSoft for raising and managing access requests. In addition, I’ve created SOPs and guidelines that are used by counterparts across the region to ensure consistency and efficiency. This experience has allowed me to streamline processes, reduce errors, and provide smooth transitions for both new joiners and leavers.

I managed the helpdesk and ensured that all work orders raised in the Facilities Management Platform (FMP) were promptly assigned to the correct parties for timely execution. I generated scorecards to monitor performance and made sure all service requests and work orders were completed efficiently and within the system’s stated timelines.