Chih Ming Tsai Email & Phone Number

台灣 Taipei City 信義區

Cambodia

Wingo Lottery-subsidiary company of TUNG KAI TECHNOLOGY ENGINEERING CO., LTD.1. Calculate the odds and design the pricing models of the games.2. Draft up the agreements between company and the retailers based on the lottery business model and industry characteristics to accomplish both retailer management and risk control.3. Design the system specification and operational process for the back office users, including product management, customer service, channel management, HR management, retailer management and accounting reports.4. Build up the operational process for a new customer service center, select and work with the system vendor to create Computer and Telephone integration architecture (CTI).5. Guiding the staffs to conduct retailer management, customer service and cooperate with the head of channel department to deliver salesman management and accounting process.6. Cooperate with other departments to review operational process and control points to reduce costs, improve efficiency and quality, and enhance risk control.7. Provide strategic plans or projects to achieving sales or performance goals.Responsible project:1.Customer service department operational process and personnel management system.2.Inbound and outbound service center IVR, voice recording, CTI system.3.Brand new retailer hand-held transaction system. Lottery retailer sales and channel management system.同開科技工程股份有限公司轉投資柬埔寨WINGO Investment Co., Ltd.1.遊戲產品訂價與賠率之計算與修改，以作為公司發行之參考。 2.依據商業模式與產業特性，擬定經銷商合約與管理要點，以兼顧經銷商管理與風險控管，並有助於輔導經銷商提升業績。3.設計後台管理系統規格與制定相對應作業流程，涵蓋產品功能設定、客戶服務、通路管理、員工管理、經銷商管理與帳務處理。4.建置客服中心作業流程，並遴選廠商與主導規劃客服中心CTI軟體與電話硬體之整合架構。5.指導所屬進行經銷商管理、客戶服務、以及協助通路主管進行業務人員管理、帳務處理等。6.與同仁檢視並檢討相關作業流程及控管機制，以確保相關作業符合流程規範，同時尋求提升品質、降低成本與加強風險控管。 7.配合經營策略提出建議方案或主導專案開發，以達成業績目標。 專案客服中心CTI系統建置全新手機版經銷商交易與管理系統經銷商寄賣交易及管理系統

Head of Taiwan Lottery Company customer service department1. Supervise routine operations, agent performance, daily reports of the customer service Department.2. Proactively report anomalies detected through all inbound calls or reports, coordinate all related department to provide suggestions and solutions, help to reduce the response time and potentially tangible and intangible lose.3. Gathering all suggestions and requests about operational systems and devices from agents and retailers to improve quality and sales performance.4. Supervising staff to regularly review all operational process, and continuously improve and optimize, in order to minimize time and cost, and improve quality. Leading communications across departments to ensure the smooth operations in customer service department.5. Efficiently allocate manpower to share inbound and outbound business to achieve all tasks.6. Propose suggestions and solutions according to the channel department strategical plan in order to achieve business goals.7. Smoothly carried out the 4th term of public welfare lottery retailer selection process, integrate all resources from customer service department and channel management department, completed data entry, qualification check for over 6 thousand applicant within 4 weeks and minimum amount of costs.Responsible projectInbound and outbound service center IVR, voice recording, CTI system.台灣彩券股份有限公司通路處客戶服務部 1.監督客服中心各項日常營運績效、人員表現與值機狀況。2.主動經由話務狀況發覺市場面、系統面或消費者端之異常事項，並立即整理彙報予相關單位採取因應措施，以協助公司縮短反應時間與降低有形或商譽之損失。3.蒐集彙整同仁需求、經銷商與消費者之意見回饋，提出投注機或主機系統修改需求規格，以提升業務執行品質與銷售業績。4.監督各業務範圍同仁審視作業流程，不斷進行改進與優化，以持續降低作業時間與成本、提升作業品質，並主導跨業務範圍之溝通，以確保整體客服中心作業順暢。5.靈活運用人力分擔Inbound與Outbound業務，以達成公司交付任務。6.配合通路策略提出建議方案或主導專案開發，以達成營運或業績目標。7.執行第四屆公益彩券經銷商遴選作業，整合客服中心與通路業務人員於4週內收受、建檔、處理超過6萬份報名書，並協助公司順利執行後續抽籤與簽約等作業。專案客服中心CTI系統建置

台北市

Taiwan Lottery Company channel management department1. Supervise routine operations, agent performance, daily reports of the customer service Department.2. Optimize operational process and implement new functions based on business requirements to minimize risk and cost, and improve operational quality, retailer satisfaction and sales targets.3. Plan and execute on-job sales and system training for sales to improve performance quality and retailer satisfaction.Responsible project:1.2nd and 3rd Gen. mobile office system(iPad Platform) implement.2.Lottery retailer ticket wholesale service during Chinese new year. 台灣彩券股份有限公司通路處通路管理部1. 監督通路業務區域與人員日常營運績效、人員表現與業務執行狀 況。2. 針對業務需要，進行流程改造以及新功能需求，以降低作業風險， 提升作業品質與經銷商滿意度，並達成業績目標。3. 規劃與執行業務人員銷售面與系統面專業知識教育訓練，以提升業 務執行品質與經銷商對業務人員滿意度。專案1.主導與規劃第二代與第三代業務人員行動辦公室(iPad平台)專案2.主導與規劃春節期間自動化彩券批購登錄系統專案

台北市

Tai Shin International Bank - 4Y6M1. VISA Debit Card product manager.2. VISA Debit card acquiring plans for payroll service accounts.3. Cash Card telemarketing agents management and training.4. Plan, design and operate on-line cash card holder acquiring system, manage websites advertising.1.VISA金融卡PM。2.薪轉戶VISA金融卡推廣業務。3.現金卡電話銷售人員管理與訓練。4.線上現金卡申辦系統開發，合作網站廣告投放與洽談。

台北市

ChinaTrust Commercial Bank1. Electronic commerce credit card acquiring system(SET/SSL/VISA 3D) plan and management.2. Sales of Electronic commerce credit card acquiring system.1.信用卡電子商務系統(SET/SSL/VISA 3D交易)規劃與開發。2.網路刷卡收單服務推廣業務。

ChinaTrust Commercial Bank1. Credit card customer service representative.2. Maintain customer service center system.信用卡客服中心專員。客服系統維護小組。