Veronica Yoong Email Address

Grab, formerly GrabTaxi, is a technology company that offers wide range of ride-hailing and logistics services through its app in Southeast Asia, specifically in Malaysia, Singapore, Thailand, Vietnam, Indonesia and the Philippines.

A results-oriented and multi-skilled After Market Services leader with over 18 years of extensive Asia-Pacific experience in the provisioning of end-to-end after sales support and services through multiple customer touchpoints such as Contact Centre and walk-in service networks. Track record of success in the development of Service Channel Strategy and Operations, Customer Experience Design, Customer Service Support and Offering, Service Delivery Operations, including risk contingencies, for consolidation and harmonisation of customer services network operations to deliver consistent superior results, often within tight time frames and limited budgets. Financial and business expertise in vendor management process with particular focus in performance and contract management, compensation models, negotiation planning and strategy, and partner audit and qualification. Well versed in risk avoidance and mitigation approaches, balance scorecard, KPI measurements, performance audit process, compliance and contract management with sound business acumen and tact. •Multi-Channel Customer Touchpoints Development (Contact Centre services, Walk-in shops) •Regional Customer Services and Outsourced Contact Centre Management •CRM System Migration & Integration Management •Services Network Strategy and Network Services Development •Customer Channel & Customer Service Management •Customer Retention Management •Customer Experience Surveys •Partner Management & Governance •Strategy Planning •Business & Operations Management •Building Strategic Vendor / Partner Relationships •Profitability and Cost Management •End-to-End Tender Management •Negotiation Strategy •Risk Strategy •Knowledgebase Development and Training Provisioning •System Migration Project Management •Change Management •Account Management •Extremely receptive to Green Field Projects