Bruce Thanh Ly
Auckland,Flat Bush
Summary
Astute Service Delivery Manager offering 20 years of experience supporting Insurance, Consumer Electronics and IT industry. Dedicated professional highly skilled with expertise in Sales Management, Customer Experience and Service Delivery. Organized and dependable, successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Service Delivery Manager
Brightside Co. (NZ) Ltd
01.2022 - Current
- Managing Customer Experience operations
- Established a culture of continuous improvement, encouraging team members to share ideas for process enhancements.
- Developed and maintained knowledgeable and productive team of employees.
- Developed training programs to enhance employee skills and boost overall productivity levels.
- Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
- Enhanced service delivery by developing and implementing efficient processes.
- Created and enforced detailed organization processes to increase quality and service standards.
- Reduced turnaround time with effective resource allocation and task prioritization.
- Ensured regulatory compliance throughout all aspects of operations, minimizing potential risks.
- Managed escalated customer issues effectively, resolving problems swiftly, ensuring KPI's with Business Partners were achieved
- Managed third-party contracts to drive delivery of required services.
- Managed external relationships with Business Partners
- Providing quarterly operational snapshots to the Board of Directors
Business Development Manager
Brightside Co. (NZ) Ltd
07.2016 - 12.2021
- Sales Channel development for existing and new Warranty & Insurance programs
- Managed accounts to retain existing relationships and grow share of business.
- Performed client research and identified opportunities for account growth, account penetration and market expansion.
- Taught consultative selling techniques to new and existing staff members to build expertise.
- Delivered compelling sales presentations to prospective clients, highlighting the unique value proposition of our products and services.
- Developed new proposals, contracts and procedures to draw in more clients and streamline work operations.
- Represented company and promoted products at conferences and industry events.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Policy wording development for Warranty & Insurance programs working alongside actuarial team & lawyers from draft to final program roll out.
- Program terms and conditions reviews to fall in line with regulatory changes
- Sales, operations and loss ratio reporting analysis.
- Repair network review and development
- Salvage buyer channel development
Account Executive
Brightside Co. (NZ) Ltd
10.2013 - 07.2016
- Managing Harvey Norman Head Office and Retail Store relationships
- Weekly, monthly and quarterly product training schedules for sales teams
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Development of training and workshops for sales teams
- Coached sales teams in successful selling methods and encouraged cross-selling to drive revenue.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Set clear sales goals to identify activities and behaviours to advance sales process and close deals.
- Used analytical skills to track and report on account performance metrics, providing insights for future growth opportunities to Proprietors and sales teams.
- Successfully resolved escalated services issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Worked flexible hours across night, weekend, and public holidays.
NZ Consumer Business Manager
D-Link Australia Pty Ltd
08.2007 - 05.2013
- Managed retail channel partnerships (Harvey Norman, Noel Leeming, JB Hi Fi, PB technologies, Dicksmith)
- Managed distribution channel partnerships (Ingram Micro, Dove Electronics, Synnex)
- Development and facilitation of product trainings for retail and distribution partners
- Managed retail merchandising planograms and roll out
- Created, managed, and executed business plan and communicated company vision and objectives to motivate teams.
- Product forecasting and pricing development
- Collaborating with D-Link Taiwan on development of regional specific networking products
- Product review and feedback for future product development
- Product development and pricing for Spark and Vodafone
- Collaboration with marketing team on key sales strategies and promotions
- Conducted regular service performance reviews for technicians, providing feedback.
Apple Sales Consultant (Outbound)
Renaissance Ltd
03.2004 - 07.2007
- Outbound Apple brand champion
- Managed retail relationships (Harvey Norman, Noel Leeming, Dicksmith, Big Byte)
- Engage with consumers and demonstrated Apple products to show potential customers benefits and advantages and encourage purchases.
- Coached retail sales employees in successful selling methods and encouraged cross-selling to drive revenue.
- Apple product knowledge training and development with sales teams
- Strengthened brand reputation by delivering superior customer experiences that fostered loyalty and repeat business.
- Managed stock forecasting for retail stores
- Achieved sales goals and targets by cultivating strong relationship with sales teams and retail partners
- Managed merchandising planograms and roll out
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Sales Assistant
Harvey Norman (Mount Wellington)
04.2003 - 02.2004
- Assisted customers with prompt and polite support in-person and via telephone.
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Increased sales by building strong customer relationships and providing excellent service.
- Boosted store revenue through upselling and cross-selling techniques.
- Resolved problems, improved operations and provided exceptional service.
- Met and exceeded sales targets consistently, contributing to overall team success.
- Kept up-to-date records of daily sales activities, monitoring progress towards individual goals.
- Collaborated with team members to achieve a cohesive and efficient store environment.
- Trained new hires on company policies, procedures, sales tactics helping them integrate seamlessly into the team.
- Worked flexible hours across night, weekend, and public holidays.
Board Member
Grey Lynn Business Association (Volunteer)
06.2018 - 12.2022
- Presided over board meetings and conducted board business to address organizational objectives.
- Fostered collaboration among board members, promoting open communication and shared decision making.
- Liaising with Auckland Council & Auckland Transport on key matters affecting Grey Lynn
- Liaising and communicating with Grey Lynn Business member
- Participation on promoting and marketing Grey Lynn businesses
- Liaising with media outlets and publications
Treasurer
Grey Lynn Business Association (Volunteer)
11.2018 - 09.2019
- Executed financial due diligence tasks on daily basis to maintain optimal company finances.
- Developed and maintained internal control systems to protect organizational assets.
- Worked with both internal and external users to create detailed financial reports.
- Created and distributed reports on internal and external finances, audits, and budgets.
- Managed budgets, assets, portfolios, accounts payable, and receivable and general financial reporting procedures.
Education
A+ Hardware Certification - Computer And Information Systems Security
AMES IT Institute
Auckland, NZNetwork + Certification - Computer Networking And Telecommunications
AMES IT Institute
Auckland, NZNew Zealand Certificate Financial Service (Level 5) - General Insurance
Open Polytechnic
09.2019
Skills
- Relationship Building
- Presentation Design
- Staff Management
- Staff Training and Development
- Coaching and Mentoring
- Compliance
- Operations Management
- Operational Reporting
- Performance Evaluations
- Workflow Planning
- Business process improvement
- Cross-Functional Collaboration
Certification
- NZ Certificate in Financial Service (General Insurance)
- Senior Associate FINSIA
Timeline
Service Delivery Manager
Brightside Co. (NZ) Ltd
01.2022 - Current
Treasurer
Grey Lynn Business Association (Volunteer)
11.2018 - 09.2019
Board Member
Grey Lynn Business Association (Volunteer)
06.2018 - 12.2022
Business Development Manager
Brightside Co. (NZ) Ltd
07.2016 - 12.2021
Account Executive
Brightside Co. (NZ) Ltd
10.2013 - 07.2016
NZ Consumer Business Manager
D-Link Australia Pty Ltd
08.2007 - 05.2013
Apple Sales Consultant (Outbound)
Renaissance Ltd
03.2004 - 07.2007
Sales Assistant
Harvey Norman (Mount Wellington)
04.2003 - 02.2004
A+ Hardware Certification - Computer And Information Systems Security
AMES IT Institute
Network + Certification - Computer Networking And Telecommunications
AMES IT Institute
New Zealand Certificate Financial Service (Level 5) - General Insurance
Open Polytechnic
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