Myles HL Fong

Assistant Vice President of Customer Experience & Strategy , International Business Development at Resorts World Sentosa
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Contact Information
us****@****om
(386) 825-5501
Location
Singapore, SG

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5.0

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Philip Southward

Miles, is a very professional young man and has a delightful customer service approach to delivering his duties. During the project work Miles proved to be both an excellent administrator and a superb translator. I would recommend his work strongly.

Kerry Li

Miles Fong - detail oriented, high capability in critical thinking

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Credentials

  • SQL Fundamental
    Tertiary Infotech Pte Ltd
    Sep, 2021
    - Nov, 2024
  • Tableau Desktop II : Intermediate
    Tableau Software
    Jun, 2021
    - Nov, 2024
  • Sandler Sales Foundation
    Sandler Training
    Apr, 2015
    - Nov, 2024
  • SAS@ Programming I : Essentials
    SAS
    Apr, 2011
    - Nov, 2024

Experience

  • Resorts World Sentosa
    • Hospitality
    • 700 & Above Employee
    • Assistant Vice President of Customer Experience & Strategy , International Business Development
      • Dec 2018 - Present

      Led Customer Experience & Strategy team for 3 years with 6 members to design and develop CRM platform in partnership with tech companies (Alibaba, Qualtrics, SAS)Launched 6 application modules ahead of the timeline resulting in over 95% of top tiers’ customer retentionDirected marketing operations and strategies, customer experience initiates, loyalty and rewards programs commercial management, customer segmentation and communicationSupervised daily/weekly business & customer analysis, competitor analysis, campaign's Pro-forma, and post-mortemImproved market share by 5% in 2021Set KPI for the entire BD team with over 100 members, designed and conducted weekly BD performance reports to COO and head of marketing & business developmentExpanded leadership portfolio as group leader of domestic Business Development team from 03/2022 to drive revenue

  • Meg-Star Group 鉅星集團
    • Macao
    • 1 - 100 Employee
    • Executive Director of Strategy & Business Planning
      • Jan 2018 - Dec 2018

      Headed strategy & marketing operation and performed as deputy head of overall business operation and strategies with more than 200 people located in Philippines, Cambodia, Vietnam, Russia, and Macau, achieved annual revenue of SGD 170 million equivalentEstablished marketing strategy, business plan, and incentive scheme for operation and sales team with 200 team membersReported to Group Chairman and CEO, accountable for overall P&L, and operational excellence Headed strategy & marketing operation and performed as deputy head of overall business operation and strategies with more than 200 people located in Philippines, Cambodia, Vietnam, Russia, and Macau, achieved annual revenue of SGD 170 million equivalentEstablished marketing strategy, business plan, and incentive scheme for operation and sales team with 200 team membersReported to Group Chairman and CEO, accountable for overall P&L, and operational excellence

  • Crown Resorts
    • Australia
    • Hospitality
    • 700 & Above Employee
    • Director of Sales Operation
      • Feb 2015 - Jun 2017

      Oversaw performance of international sales team with over 40 people in Asia to promote business in Australia and London, achieved SGD one billion equivalent annual revenue in two consecutive yearsGoverned Crown's CRM platform (Salesforce), sales operation, and customer pipelineRecognized customer needs, visit frequency changes, and promptly addressed solutionsCoached sales teams curating deals, identifying potential customers, and understanding marketing programs and operations Oversaw performance of international sales team with over 40 people in Asia to promote business in Australia and London, achieved SGD one billion equivalent annual revenue in two consecutive yearsGoverned Crown's CRM platform (Salesforce), sales operation, and customer pipelineRecognized customer needs, visit frequency changes, and promptly addressed solutionsCoached sales teams curating deals, identifying potential customers, and understanding marketing programs and operations

  • Bloomberry Resorts and Hotels Inc.
    • Director of Premium Market Development
      • Jan 2013 - Feb 2015

      In charge of Northeast Asia region ‘s P&L (regional director) with 5 team members Delivered SGD 17 million equivalent revenue per yearLed day-to-day operation of sales planning, marketing strategy, and customer service of NEA region, expanded customer base by 10 times in 2 yearsBuilt and maintained business relationships with VIP customers and partners In charge of Northeast Asia region ‘s P&L (regional director) with 5 team members Delivered SGD 17 million equivalent revenue per yearLed day-to-day operation of sales planning, marketing strategy, and customer service of NEA region, expanded customer base by 10 times in 2 yearsBuilt and maintained business relationships with VIP customers and partners

  • Galaxy Entertainment Group
    • Hospitality
    • 700 & Above Employee
    • Assistant Manager of International Premium Market Development
      • Apr 2012 - Dec 2012

      Grew South China region's business with annual sales target of SGD 6 million equivalent, managed guest database, maintained and enhanced VIP customer relationshipsCoordinated and cooperated with strategic marketing team to set up marketing plans Grew South China region's business with annual sales target of SGD 6 million equivalent, managed guest database, maintained and enhanced VIP customer relationshipsCoordinated and cooperated with strategic marketing team to set up marketing plans

  • The Venetian® Macao-Resort-Hotel
    • Analyst of Marketing Finance & Admin
      • Mar 2011 - Oct 2011

      Established strategic marketing & financial analysis, proforma, and post-mortem for marketing campaigns and promotions. Delivered over 5 analytical reports per week Established strategic marketing & financial analysis, proforma, and post-mortem for marketing campaigns and promotions. Delivered over 5 analytical reports per week

Education

  • NUS Business School
    Executive MBA
    2021 - 2022
  • National University of Singapore
    Executive MBA
    -
  • University of Liverpool
    Master, Finance
    2009 - 2010
  • Sun Yat-sen University
    BSc, Management
    2003 - 2007

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