Forlan Cheung

Dynamic and professional with over 13 years of experience in vendor management, project coordination, technical support, and customer service. Orchestrated a series of process improvements that empowered team members to identify inefficiencies, resulting in a streamlined workflow that increased productivity and minimised operational bottlenecks. Reduced delivery delays by 50%, cut costs by up to 20%, and increased team productivity by 30%. Led cross-functional teams, managing large-scale projects, and fostering strong stakeholder relationships to deliver outstanding results.

Broadband Technical Support | Daisy Communication | Sheffield, UK Jul 2023 – Present

• Diagnosed and resolved over 300 technical issues monthly, ensuring uninterrupted service and achieving an average of 50 5-star customer satisfaction ratings.

• Crafted and improved technical communication, reducing average handling time per issue by 20 minutes.

• Delivered process improvements that reduced delivery delays by 50%, demonstrating the ability to manage and streamline operational workflows.

• Worked closely with cross-functional teams, demonstrating experience in project coordination and management within a technical environment.

Circuit Sourcing and Vendor Management Consultant | Morgan Stanley | Hong Kong Aug 2021 – Apr 2023

• Managed end-to-end circuit lifecycle for the APAC region, ensuring project delivery timelines were cut by 50%.

• Built and maintained strong partnerships with Managed Service Providers, resulting in enhanced service delivery and cost savings of up to 10%.

• Led office setup projects in Australia and India, optimizing project coordination, reducing operational costs, and ensuring timely delivery.

• Enhanced project documentation processes and ensured timely updates, showing capabilities in maintaining project governance.

IT Coordinator | Airport Authority Hong Kong | Hong Kong Apr 2021 – Aug 2023

• Deployed patrol robot system, cutting labour and inspection costs by 15%.

• Introduced delivery robot, saving 15-25% time for passengers in duty-free shopping.

• Administered implementation of automated EV system, reducing baggage delivery labour by 20%.

• Organised meeting and minutes taking. Created and managed of documentation for project changes, kept project

databases and records up to date

Technology and Merchandising Pro (Project Management) | Apple | Hong Kong Aug 2018 – Nov 2020

• Directed digital and visual merchandising projects, leading a team of over 40 personnel.

• Pioneer technology and VM training programs, boosting employee satisfaction by 30%.

• Improved stock refilling system, saving 5 person-hours daily and enhancing operational efficiency.

• Implemented training and mentorship, catalysing promotion of 6 individuals and fostering team members growth.

Global Merchandising Mentor (Project Management) | Apple | Hong Kong Jul 2016 – Jun 2018

• Managed execution of 5 Store Opening and Renovation Projects, ensuring brand standards adherence.

• Developed comprehensive training plan for new stores, resulting in remarkable 95% customer satisfaction rating.

• Streamlined merchandising reporting process, ensuring global consistency, and enhancing efficiency by decreasing 50% reporting time.

Visual Specialist (Retail Operation and Training) | Apple | Hong Kong Mar 2013 – Aug 2018

• Supervised special operations, store visual merchandising, and inventory control to maintain brand standards.

• Conducted sales data analysis and implemented targeted in-store training strategies, driving significant accessories sales growth of 28%.

• Recognised as top visual standard Apple Store in Hong Kong based on customer reviews.

Specialist (Customer Service) | Apple | Hong Kong Oct 2011 – Mar 2013

• Attained remarkable 100% customer satisfaction rating by embodying Apple culture.

• Achieved 100% accessories attachment rate to hero product sales, maximising sales of complementary products.

Master of Art in Philosophy | The Chinese University of Hong Kong, Hong Kong Sep 2013 – Jul 2015

Bachelor of Arts (Hons) in International Hospitality & Tourism Management | University of Derby (Issued in collaboration with IHTTI, School of Hotel Management) | Neuchâtel, Switzerland Feb 2008 – Jun 2011