Julian Neo is the Managing Director of DHL Express Malaysia & Brunei. Julian started his career with DHL Express Malaysia in April 2000 as a Global Account Manager managing a portfolio of key financial institutions and held various sales management roles thereafter. In August 2006, his portfolio expanded when he was appointed Director of Sales in Malaysia. He was then posted to Singapore in 2009 as Senior Director of Sales for DHL Express Singapore. During his tenure, he played an instrumental role in piloting and implementing DHL’s Global Sales Process and Asia Pacific Sales Program, which significantly improved the country’s commercial practice through unified processes and procedures.
In 2013, Julian assumed the role of Vice President, Commercial for DHL Express Singapore, where he is responsible for the strategic leadership of all commercial activities of the business including sales, marketing and sales planning and development. Under his leadership, the commercial team delivers sustainable growth to the business by focusing on gaining revenue, market share and profit.
With over 18 years at DHL, his wealth of experience was paramount in driving robust growth in the business. Prior to his career with DHL Express, Mr. Neo held several commercial positions at Standard Chartered Bank in Malaysia.
Julian holds a Bachelor of Business Administration with a major in Marketing from The Northern University of Malaysia.
Poor customer service is costing businesses more than $75 billion a year. Even in this digital age, the human touch is still at the core of everything we do. However, in their efforts to automate and digitise, businesses often forget the power of effective customer service, especially so for front-line agents. How can we ensure our processes, people and technology work in tandem for maximum effectiveness?
This session aims to equip participants with the skills to empower agents to thrive in this “digital-first” environment, thus enabling businesses to harness people power to achieve outstanding customer service and experience.