BUSINESS OPERATIONS · FINANCE · PERFORMANCE IMPROVEMENT
Turning Business Insights into Practical Improvements.
I combine financial and operational analysis, structured problem-solving and cross-functional collaboration to identify business challenges, support informed decisions and turn insights into practical improvements.
Approach
Identify operational challenges and opportunities.
Understand root causes through data and business context.
Develop practical solutions and work with stakeholders to implement improvements.
Evaluate outcomes and business impact.
The same four stages structure both case studies in Selected Projects.
01
I am a business operations and finance professional with eight years of experience in financial and operational analysis, management reporting and process improvement.
My experience also spans HR and office operations, as well as client and vendor contract management. Working across these functions has strengthened my ability to understand different business needs, communicate with stakeholders and coordinate efforts across teams.
I enjoy understanding how businesses operate, analysing financial and operational challenges, and working with different teams to develop practical solutions. What motivates me most is seeing how thoughtful analysis and collaboration can lead to meaningful improvements.
My approach is grounded in understanding the business context, identifying underlying issues and developing solutions that can be put into practice.
As a native Mandarin speaker, I also bring experience working with Mandarin-speaking stakeholders and an interest in connecting with professionals across different markets and cultures.
02
Coordinating business activities across functions, monitoring operational performance and identifying opportunities to improve processes and support business objectives.
Analysing financial and operational data to understand business performance, identify underlying issues and support informed decisions.
Preparing financial and operational reports that provide management with clear insights into business performance and areas requiring attention.
Reviewing existing workflows, identifying inefficiencies and working with relevant teams to implement practical improvements.
Communicating with stakeholders across departments, understanding different priorities and coordinating efforts to support business objectives.
Managing CRM data, system settings and workflows, including reporting and process improvements, to support data accuracy and operational efficiency.
03
Case Study 01 · Financial Analysis / Business Operations / Process Improvement
Identified cash flow constraints despite stable business performance, analysed underlying operational causes, and implemented improvements to payment terms, commission payout timing and receivables reporting.
15% increase in average monthly available cash
Case Study 02 · Commercial Negotiation / Contract Management / Business Operations
Applied contractual analysis and structured negotiation to resolve a client dispute and improve future contractual clarity.
10% settlement fee retained, as a percentage of the original contract value
Contractual provisions subsequently strengthened
04
March 2021 – Present
Current roleOffice Manager | Business Operations
April 2020 – February 2021
Financial Specialist & Accountant
May 2018 – February 2020
Financial Assistant
05
I’m always interested in connecting with professionals, businesses and teams who value thoughtful analysis, practical problem-solving and continuous improvement.
Whether you’d like to discuss a professional opportunity, explore a potential project collaboration or simply exchange ideas, I’d be happy to connect.
Back to topCase Study
Accounts Receivable & Sales Commission Policy Optimisation
+15% Increase in Average Monthly Available Cash
01 — Identify
Despite ongoing business activity and recognised revenue, the company experienced constraints in available cash due to differences between customer collection timing and outgoing payments.
The challenge was to understand why healthy business activity was not translating into stronger cash availability and identify practical operational improvements.
02 — Analyse
I reviewed customer payment terms and the sales commission structure.
Two interconnected issues emerged:
Certain contract terms extended collection periods, limiting cash availability despite recognised revenue.
Commission payouts were primarily linked to sales performance and contract value, with insufficient alignment to actual customer collections.
Together, these two timing differences, one in customer collections and one in commission payouts, contributed to the gap between recognised revenue and available cash.
03 — Improve
I developed recommendations to improve customer payment terms and link commission payouts to actual collections. I presented the proposals to management and secured approval.
Before implementing the approved changes, I engaged the sales team in constructive discussions to explain the importance of customer collections and how the revised approach supported both business cash flow objectives and existing commission entitlements.
Following these discussions, I implemented the management-approved policy changes, balancing operational requirements with stakeholder considerations.
This approach combined stakeholder engagement, clear accountability and practical operational support.
04 — Measure
+15% Increase in Average Monthly Available Cash
Following the implementation of the operational improvements, I compared the company’s average monthly available cash balances across several months before and after implementation.
The analysis showed a 15% increase in average monthly available cash, demonstrating improved cash availability following changes to commission payout timing and accounts receivable management.
This project demonstrates how financial analysis, cross-functional communication and operational changes can help address cash flow challenges and improve business performance.
Dashboards
All client names and financial transaction figures in the dashboard are illustrative. The 15% improvement in average monthly available cash reflects an actual professional project outcome and is not calculated from the fictional dataset.
Select an image to enlarge it.
Commission rates and total earning potential remained unchanged. The revised policy adjusted payout timing to align with actual customer collections, rather than reducing commissions earned. In the Sales Commission Payout Comparison, the revised-policy figures reflect commission paid within the period shown; commission not yet paid is deferred until the related customer payment is collected, and total commission entitlements remain unchanged.
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Commercial Negotiation · Contract Management · Business Operations
Applying contractual analysis and structured negotiation to resolve a client dispute and improve future contractual clarity.
10% settlement fee retained
As a percentage of the original contract value; the remaining 90% was refunded.
Contractual provisions strengthened
Following my recommendation, the company subsequently clarified its cancellation and compensation terms.
A client requested a full refund for a prepaid advertising campaign that had not gone live due to pending client-side actions. The request came well after the scheduled advertising period, without documented evidence that the required cancellation procedures had been completed.
The dispute involved competing commercial interests and an agreement that did not clearly specify the applicable compensation amount.
I led negotiations on behalf of the company, using contractual analysis and a structured negotiation strategy to reach an agreed settlement. The experience also led me to recommend improvements to the company’s cancellation and compensation provisions.
01 — Identify
The prepaid campaign had not gone live, prompting the client to request a full refund.
The client had not provided documented evidence that the contractual cancellation requirements had been fulfilled.
The agreement referred to contractual penalties but did not specify an applicable amount.
Management preferred not to issue a full refund but had not set a settlement target, leaving me to develop a practical negotiation approach.
02 — Analyse
The agreement set two conditions for suspending the advertising:
The available records did not establish that the client had completed either step.
The client’s representative said the suspension had been communicated verbally, but no supporting documentation was provided.
I did not treat the absence of documentation as conclusive proof of liability; instead, I used the contractual requirements and available evidence as a basis for discussion.
Both parties had legitimate concerns: the client had paid for advertising that had not been delivered, while the company wished to avoid a full refund.
As the contract did not clearly define the applicable compensation amount, I needed to develop a negotiation strategy to reach a commercially acceptable resolution.
Key Insight. Contractual ambiguity required a commercially balanced negotiation rather than reliance on a predetermined penalty.
03 — Improve
I led negotiations on behalf of the company, communicating directly with the client’s designated representative. I approached the negotiation through contractual analysis, constructive communication, careful consideration of both parties’ interests and a commercially grounded opening proposal.
I first confirmed the representative’s authority to act for the client, then focused discussions on the contractual cancellation requirements and requested evidence of the alleged suspension instruction. This kept the negotiation anchored to the contract rather than to competing refund expectations.
I acknowledged the client’s concerns about the undelivered campaign while explaining the company’s position and the importance of the agreed cancellation procedures. I kept communication constructive and allowed the representative time to consult internally.
After several exchanges, the client’s representative indicated willingness to accept a 5% settlement fee.
I read this as a sign that the client might accept a negotiated outcome rather than insist on a full refund, and identified 10% of the original contract value as a potential compromise.
To set a credible starting point, I deliberately used the company’s established 20% service fee, already known to clients, as a commercial negotiation anchor for my opening proposal, leaving room to negotiate.
The 20% was not a contractual penalty or a calculation of preparation costs.
The client considered 20% too high. Rather than reducing the figure immediately, I allowed time for further internal consideration.
I then proposed a revised settlement fee of 10% of the original contract value, which the client accepted, bringing the dispute to a negotiated resolution.
The initial 100% represents the client’s requested refund. The 5%, 20% and 10% figures represent proposed or agreed settlement fees as percentages of the original contract value.
04 — Measure
10% Settlement Fee Retained
The company retained 10% of the original contract value and refunded the remaining 90%, resolving the dispute through a mutually accepted agreement.
Contractual Provisions Strengthened
Following the settlement, I recommended clarifying the company’s cancellation and compensation provisions. The company subsequently updated its agreements to establish clearer expectations for future transactions.
Business Impact
Identified contractual ambiguity and evaluated the evidence and competing positions.
Led negotiations and used a commercially grounded anchor to reach an agreed settlement.
Balanced the client’s concerns with the company’s commercial interests through measured concessions.
Recommended clearer cancellation and compensation provisions for future agreements.
Key Takeaway. By combining contractual analysis with structured negotiation, I resolved a commercial dispute and identified an opportunity to strengthen future agreements.
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