Douglas Lim

Douglas is the Global Head of Customer Care for TPV Technology, a Fortune China 500 multinational electronics manufacturing company headquartered in Hong Kong. It is the world’s largest manufacturer of computer monitors. He has a total of 750 headcounts in his organization.

He used to work with Midea where he successfully managed to build full SOP and Policies for Aftersales, and Logistics Operation, build full aftersales CRM system from scratch and improved average Repair TAT from 10days to 5days. When he was with Logitech, he improved NPS from 10 to 60 within 1 year and managed to educe operating cost by 10% (USD 2mil). Previously at Samsung, he built onsite technician tracking system to increase CSI which improved from 99 to 103.