Summary
Overview
Work History
Education
Skills
Keypersonalattributes
References
Educationandaccreditations
Certification
Languages
Timeline
Generic

LISA SHIEH

Winston Hills,NSW

Summary

With over 20 years of operational experience, I excel in business process improvement, project management, and customer engagement. My methodical and solution-driven approach ensures efficient problem-solving. I am recognized for my strong work ethic and consistently go above and beyond to complete tasks and tackle new challenges. Additionally, my robust business acumen enables me to make informed decisions. In 2011, I earned accreditation as a Lean Six Sigma Green Belt and received the Best Green Belt Project award in the ADT APAC region.

Overview

29
29
years of professional experience
1
1
Certification

Work History

Customer Engagement Manager

Sapio Pty Ltd
01.2021 - Current
  • Lead and provide guidance to the Customer Engagement team - a frontline unit serving as a vital bridge to the business, responsible for receiving and promptly addressing customer inquiries, and provide Voice-of-Customer for business improvement
  • In addition to the day-to-day management of Customer Engagement team, additional key focus is to design and manage business improvement and strategic projects
  • Development and implementation of goals and procedures
  • Escalation point for customer queries and resolution
  • Drive collaboration between departments to achieve best outcome for business and for customer
  • Provide recommendation to business using VOC (Voice of Customer) to drive business improvement initiatives
  • Implemented Complaint tracking process to assist the business in identifying the problem areas to improve business operations
  • Managed multiple projects, including 3G upgrade for thousands of monitoring lines to ensure all monitored sites are upgraded before 3G sunset
  • Project Manager to upgrade security alarms for over 2000 public schools across NSW

Monitoring Operations Manager

Sapio Pty Ltd
01.2018 - 01.2021
  • Day-to-day operations of monitoring business
  • Including review and implement SOP to drive process improvement
  • Managed projects for business growth
  • Lead and manage projects on business improvement initiatives
  • Communicate with multi-disciplinary team on projects and operational matters
  • Providing support to other areas of business on matters relating to monitoring
  • Review and implement SOP to drive process Improvement
  • Managed and completed a project to successfully onboard more than 2,000 lines spanning 24 retirement villages in the Sydney region, meeting all project deadlines and financial targets
  • Led all aspects of the project lifecycle, including project planning, proactive engagement of stakeholders and business partners, collaboration among cross-functional teams, and providing continuous post-project support

Account Manager and 2IC

ADT Fire Monitoring (a Johnson Control company)
01.2005 - 01.2018
  • 2IC for NSW/ACT Fire Alarm Monitoring department, and account manager for key accounts
  • Account Manager for key customers
  • 2IC for NSW and ACT Fire Monitoring department
  • Key point of contact for Fire & Rescue NSW, attend quarterly meetings
  • Review and respond to tenders
  • Analyse and evaluate operation method and efficiencies, applied Lean Six Sigma methodology to drive business operation improvement
  • Project Manager for multiple projects, including:
  • E-Invoicing Project – coordinate and implement conversion of invoice method from paper invoice to e-invoice
  • The project include coordinate with IT for system readiness; marketing and gathering of email addresses for conversion; data preparation for upload
  • Service Job Process – applied Six Sigma methodology to identify roadblock and inefficiencies in service job process, implemented changes to and improvement for new service process across NSW, ACT, and VIC
  • Ownership Change Tracking Process – identified historical failure to track ownership change for monitored sites resulting in revenue loss, applied Six Sigma methodology to quantify the loss, identify loophole in the process, and derived methods to improve tracking process

Contracts Administrator

ADT Fire Monitoring (a Johnson Control company)
01.2001 - 01.2005
  • Contracts administer – process monitoring agreement by create sites in monitoring database and coordinate install
  • Process of new contracts
  • Coordinate the approval process for new monitoring lines – including liaising with Fire & Rescue NSW and customers for new applications
  • Respond to customer enquiries
  • Proactively owned the onboarding and management of major accounts, this result in recognition from management team and I was entrusted with more responsibilities thereafter
  • Accompanied manager to attend quarterly meetings with Fire & Rescue NSW, made key point of contact to represent the business
  • Six Sigma methodology to quantify the loss and derived methods to improve tracking process

Marketing Assistant

Accton Technology
01.1996 - 01.1999
  • Local marketing coordinator for Taiwan based organization
  • Point of contact for advertising agencies, coordinate marketing collaterals, and to provide support to clients in Australia
  • Local market information gathering
  • Communication with Marketing Agency
  • Liaison between head office and local clients

Education

Lean Six Sigma Green Belt -

01.2011

Master of Commerce - Marketing Major

University of New South Wales
01.1995

Bachelor of Social Science - Economics Major

University of New South Wales
01.1991

Skills

  • Microsoft Office
  • Visio
  • Simpro
  • Sales Force
  • MASterMind
  • Strategic thinking
  • Best practices optimization
  • Project planning
  • Data analytics
  • Teamwork and collaboration
  • Customer service
  • Reliability
  • Interpersonal skills
  • Customer relationship management
  • Continuous improvement

Keypersonalattributes

  • Empathetic and customer focus
  • Adaptable, can work effectively with a team or independently
  • Ability to handle competing priorities by methodically prioritize and work through duties
  • Adaptable to change and help to drive and manage change
  • Strong work ethic, go above and beyond to get work done on time, on budget, while still maintain internal and external customer satisfaction

References

Available upon request

Educationandaccreditations

  • Lean Six Sigma Green Belt, 2011
  • Master of Commerce (Marketing Major), University of New South Wales, 1995
  • Bachelor of Social Science (Economics Major), University of New South Wales, 1991

Certification

Six Sigma Greenbelt

Languages

Chinese (Mandarin)
Professional Working

Timeline

Customer Engagement Manager

Sapio Pty Ltd
01.2021 - Current

Monitoring Operations Manager

Sapio Pty Ltd
01.2018 - 01.2021

Account Manager and 2IC

ADT Fire Monitoring (a Johnson Control company)
01.2005 - 01.2018

Contracts Administrator

ADT Fire Monitoring (a Johnson Control company)
01.2001 - 01.2005

Marketing Assistant

Accton Technology
01.1996 - 01.1999

Master of Commerce - Marketing Major

University of New South Wales

Bachelor of Social Science - Economics Major

University of New South Wales

Lean Six Sigma Green Belt -

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