Andrew Leow Email & Phone Number

Lincolnshire, Il, Us

- Lead & drive significant business transformation initiatives.- Develop & execute strategic plans to enhance customer support & service delivery.- Oversee the digital transformation of the contact center, including automation & self-service initiatives.- Influence process automation across the organization to improve efficiency & effectiveness.- Collaborate with various business units to align strategies & deliver innovative solutions.- Manage complex programs & projects, ensuring adherence to timelines, budgets, & quality standards.- Provide strong program mgmt leadership, setting standards & coaching teams.- Lead & support improvement projects, leveraging process excellence, project mgmt, & problem-solving skills.- Facilitate the resolution of complex issues & risks.- Monitor progress, provide regular status updates, & identify potential issues.- Lead & mentor high-performing teams, including digital practitioners & program managers.- Foster a culture of innovation, continuous improvement, & customer focus.- Develop & implement strategies to attract, retain, & develop top talent.- Provide coaching & guidance to team members to enhance their skills & performance.- Manage & oversee customer engagement & service delivery, ensuring a positive customer experience.- Advocate for best practices & develop key performance metrics to measure success.- Resolve critical & complex escalations, ensuring customer satisfaction.- Act as an escalation point for customer concerns, providing timely & effective solutions.- Establish standards for evaluating digital assets & optimizing search functionality.- Drive the adoption of new technologies & digital tools to improve efficiency & CX.- Stay current with industry trends & emerging technologies.- Control expenses & resolve budget conflicts.- Manage budgets & critical processes for various functions.- Ensure compliance with quality processes & standards.- Provide business process support & act as a SME.

Lincolnshire, Il, Us

- Develop and manage operating systems for business units.- Plan and execute business operations priorities.- Oversee early-career programs, including recruitment and performance management.- Formulate and administer policies and programs.- Supervise customer support management to ensure compliance with quality standards.- Lead a team of business analysts and larger organizations as needed.- Collaborate with leadership on structural and process elements.- Engage stakeholders to implement strategic business plans.- Work with Digital Design, Marketing, and Customer Support for a user-focused approach.- Oversee strategies for digital customer experience, including websites and support portals.- Improve digital assets based on customer feedback and metrics.- Assess customer complaints and manage listening programs to identify trends.- Analyze customer concerns for actionable improvements.- Identify opportunities for process improvements and data analysis.- Implement complex process improvement initiatives (e.g., Lean or Six Sigma).- Design reports using data from multiple systems.- Set standards for team analyses.- Develop and facilitate employee learning programs.- Manage agent training needs and conduct call calibration sessions.- Coach and mentor staff, overseeing onboarding and career development.- Manage operational and financial responsibilities of the department.- Estimate timeframes for projects and ensure timely completion.- Lead multiple moderate-to-complex initiatives across functions and locations.

Lincolnshire, Il, Us

- Manages key business operation activities and continuous improvement of processes.- Develops key metrics and measures business performance of the organization against strategic and tactical operational metrics.- Assists in the development and administering budgets, schedules, and performance standards for organizational unit.- Directs process and reporting activities to include financial, productivity, quality compliance, training, efficiency, etc.- Develops and manages the execution of systems process and best practices to drive consistency and efficiency in managing the business.- Interfaces and collaborates cross-functionally to maintain communication among business groups.- May oversee the work of vendors and cross-functional project teams.- Manages status and strategic performance measure communication outward from the business unit.- Drives operational efficiencies, best practices and other improvement initiatives with senior management and operations teams Develops business models, business cases, and forecasting tools in support of various strategic initiatives.- Oversees project plans to roll out new/enhanced process, systems, and /or best practices- Aids in process, system, and organizational integration activity of acquired companies.

Lincolnshire, Il, Us

- Plans, manages, oversees and controls the activities of a team that provides business process support for a business segment, group or team.- Brings expertise or identifies subject matter experts in support of multi-functional efforts in process improvement, data capture and analysis, infrastructure support, tool ownership and compliance with procedures, etc.- Acts as a subject matter expert and escalation point for subordinate team.- Advises business groups by providing insight to guide initiative prioritization, integration and resource application. Evaluates possible solutions for cost / benefit, efficiency and alignment to corporate values and direction.- Selects, develops, and evaluates team members’ performance against goals.- Plans, performs and implements the most complex process improvement initiatives (such as Lean or Six Sigma). Projects may span business units or require significant cross functional alignment or involvement. Assignments often include designing process from scratch in emerging functional organizations or business units.- Helps team to proactively to identify and suggest opportunities to improve process effectiveness and efficiency is assigned BU. Provides cross-functional and business strategy insight to guide priorities and decisions.- Measures and reports on success of new / revised processes in the BUs. Reporting often includes presentations to mid to senior level or executive audiences.- Provides consultation on the use of re-engineering techniques to improve process performance and product / service quality.

Lincolnshire, Il, Us

- Executes and enables strategic policies and establishes and assures adherence to managing costs and supporting the development of staff and processes.- Establishes operational objectives and work plans and manages the activities and exercises full supervision of a large team or multiple smaller teams with responsibilities for driving results.- Works directly with business stakeholders to handle and resolve critical and complex escalations from all points of contact, including customer, partner and internal parts of the organization. Acts as an escalation point to analyze and interpret customer concerns.- Analyzes and reports metrics to identify key needs within the technical and non-technical customer support organization to maintain the support provided.- Establishes operational objectives provides direction to support team in the application of process, procedures, and troubleshooting / repair of complex instruments or testing equipment.- Ensures resources maintain compliance with quality process and standards.- Establishes and maintains lines of communication with engineering and software development on design, reliability and maintenance issues; report trends, identifies urgent crises and recommends solutions to complex issues.- Manages and champion trainings to improve technical knowledge of the support team; ensures technicians are properly trained and able to provide accurate and responsive solutions.- Estimate time frames for complex projects and oversee the completion of assignments within specified time, quality, and cost parameters.- Develops and executes strategy for process improvement and verification activities; develops and applies technical and quality improvement techniques.- Demonstrates excellent customer service, communication and problem-solving skills.

Lincolnshire, Il, Us

- Manage & supervise a team of Technical Customer Support Specialists (WLAN & Zebra Printers) to deliver superior customer experience and meeting all the technical support KPI metrics.- Ensure the team members maintain accurate online record of all interaction of emails and phone calls received into the CRM immediately after the interaction is handled.- Manage and drive team performance to meet individual KPI & team target outlined in the yearly performance objectives.- Act as single point of contact for customer escalation and may co-ordinate issue resolution process with senior Support Center Specialists, L2, Engineering team, Incident manager, Quality team, CSM and other Zebra departments.- Take up global or regional project / initiative target to drive process improvement to improve customer satisfaction, shorten issue resolution process, cost, and efficiency.- Ensures Technical Support Specialist maintain process compliance with quality and standards.- Establishes and maintains lines of direct communication from end customer contact, L2,team manager, incident manager and engineering in the path of issue resolution.- Manages and champions training to improve technical knowledge of the Technical Support team; ensures all technical support specialists are properly trained, track and assess the technical skill set are current and sufficient to support the customer issue resolution.- Motivate and drive passion & commitment around services and product supported within the Technical Support organization.- Stay informed of all policies, procedures, and service offerings that affect both our internal and external customers service delivery.- Promote a positive image of product, technical skills, and company commitment to provide quality service.- Develop & motivate the key talent within the team to drive the team toward the center of excellence model.

Chicago, Il, Us

- Manage & supervise a team of Technical Customer Support Specialists (WLAN) to deliver superior customer experience and meeting all the technical support KPI metrics.- Ensure the team members maintain accurate online record of all interaction of emails and phone calls received into the CRM immediately after the interaction is handled.- Manage and drive team performance to meet individual KPI & team target outlined in the yearly performance objectives.- Act as single point of contact for customer escalation and may co-ordinate issue resolution process with senior Support Center Specialists, L2, Engineering team, Incident manager, Quality team, CSM and other MSI departments.- Take up global or regional project / initiative target to drive process improvement to improve customer satisfaction, shorten issue resolution process, cost, & efficiency.- Ensures Technical Support Specialist maintain process compliance with quality and standards.- Establishes and maintains lines of direct communication from end customer contact, L2, team manager, incident manager and engineering in the path of issue resolution.- Manages and champions training to improve technical knowledge of the Technical Support team; ensures all technical support specialists are properly trained, track and assess the technical skill set are current and sufficient to support the customer issue resolution.- Motivate and drive passion & commitment around services and product supported within the Technical Support organization.- Stay informed of all policies, procedures, and service offerings that affect both our internal and external customers service delivery.- Promote a positive image of product, technical skills, and company commitment to provide quality service.- Develop & motivate the key talent within the team to drive the team toward the center of excellence model.

Chicago, Il, Us

Resolves problems with customers via telephone, email or chat sessions using full technical product knowledge and interpersonal skills. Troubleshoots and addresses complex issues as escalated by the team. Supports the effective operation of the Technical Support Team.- Maintains a high degree of technical competence and expertise on the Enterprise Wireless LAN Division family of products, in design area, functionality, technical specifications and support.- Provides Level II direct phone software / hardware support to a major Motorola customer, Motorola Associates, VAR’s, and Resellers on the EWLAN product line including wireless access points, WLAN client adapters, WLAN switch’s, managed layer 2 switch’s, MSP network monitoring utilities, network analysis tools and WLAN enabled mobile computers.- Provides second level support to level one support representatives by fielding questions and providing technical direction on support issues, product compatibility, and customer configurations.- Facilitates Support Problem Reports (SPR) to the Engineering Department maintaining communications with Engineering and the customer until resolution.- Reviews and approves knowledge content for use by internal support staff and external support channels.- Establishes and maintains relationships with Product Engineering and Product Management.- Ensures proper software / hardware diagnostics tools are available and all technical associates utilize test procedures.

Round Rock, Texas, Us

- Providing high complexity end to end technical support to external customers, internal customers on new DELL services product.- Successfully analyze software, device, and / or network configuration problems with resolution within SLA.- Close relationship with functional team including Production Engineering, Development, Sales, Technical Account Management & SaaS Consultants.- Consistent documentation of incidents, problem and resolution on support ticket management tool.- Create knowledge articles for all issues not already documented to reduce troubleshooting and research time of future calls.- Take responsibility for knowing when and how to escalate issues to management / technical escalation lead.- Provide a superior customer experience, driving overall satisfaction by proactively being a customer advocate for all customer impacting issues.- SME for Dell Desktop Management, Software Inventory Management and Remote Infrastructure Monitoring.- Analyzing operation data and perform reporting task when required.- Current supports are for global customers.

Round Rock, Texas, Us

- Provide Advanced Level Client Systems management and support to customers using Network Management Systems and native OS Utilities.- Log incidents and case details in the case management system.- Remotely access systems to perform network fault isolation & resolution.- Remotely troubleshoot and repair Windows XP, Windows Vista and Linux desktop environments.- Maintain ownership of incidents, ensuring case details are accurately documented and tracked in the case management system.- Escalate incidents when necessary to meet resolution service level agreements.- Perform Proactive Network and System Performance Monitoring and Tuning.- Coordinate systems maintenance and repairs through the customer account team representative.

Round Rock, Texas, Us

- Support client based in Australia, New Zealand, Malaysia, Singapore and India.- Handle technical escalation from Level1 / Management / Sales / Service Operation / Customer Care / TAM.- Work out technical solution and ownership to fix customer problem with customer satisfaction.- Cross functional team work with International Product Support to solve design or quality issue.- Cross functional team work with Cust Care & Service Operation Team.- Own team level of technical metrics.- Improve troubleshooting quality and resolution effectiveness.- Present technical metric improvement to management team.- New Product readiness - product review before Ready to Ship.- Driving cost avoidance initiative by review service readiness impact to Tech Support.- Work with SPM to solve the issue or find alternative way to minimize the impact.- Ensure all Tech Support Specialist well trained on new products before Ready to Ship.- Dispatch screening on L1 troubleshooting accuracy.- Feedback dispatch reject / amend mistake to L1 specialists for improvement.- Product Quality monitor and identify possible quality issues in the field.- Conduct CLCA meeting with QA / TS & work with them for fix.- Monitoring DOA dispatch trending & feedback possible field quality issue.- Work with Service Part Quality Team for hub screening / supplier fix.

Round Rock, Texas, Us

- Technical Support for Australia, New Zealand, Malaysia, Singapore, India (XPS Support).- Provide solution and advised to every single customer inquiries.- Perform individual metrics and drive team performances.- Taking responsibility as a Senior to assist peers and management to achieve team’s objective and goals (escalations and negotiations).- Ensure proper follow up for my teammates and myself with customer to ensure the technical issue is solved with customer satisfaction.- Working closely with all internal departments to achieve customer satisfaction with the proper procedures.

Bachelor Of Arts, Business Information Technology

Diploma, Computing & Information Technology

Sijil Pelajaran Malaysia