Boon Hee Loo Email & Phone Number

Malaysia

Executes and enables strategic policies and establishes and assures adherence to managing costs and supporting the development of staff and processesEstablishes 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. Owns all talent acquisition to support the team's successWorks 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 concernsEnsures resources maintain compliance with quality process and standards and reports analytics and identifies key needs within the structure of the team to maintain the support providedManages and champions trainings to improve knowledge of the support team; ensures agents are properly trained and able to provide accurate and responsive solutionsEstimates timeframes for complex projects and manages the completion of assignments within specified time, quality, and cost parametersIdentifies strategies for process improvement and verification activities; develops and applies quality improvement techniquesAssumes responsibility for the team development and support, including implementation and documentation of new projects and merging existing support with new business requirementsDemonstrates excellent customer service, communication and problem solving skills

Penang, Malaysia

Lead global cross-functional product design teams to develop and introduce game-changing new products and solutions. Aiming to offer customers the right features, experience, quality, schedule, cost, continuity of supply, service capability and financials. Driving product development from definition through to planning, development and launch across global development centers and multiple lines of business. 1. Focus on process design and digitization2. Engaging and influencing global cross functional teams3. Development of strategy that aligns different business units and scales globally4. Project documentation, development of success criteria, measuring outcomes, and successful hand-off of projects through sustaining5. Owns interlock between the support product leaders, Support Engineering, Trigger engineering and Analytics ops to facilitate requests, drive initiatives, track and manage product specific issues.6. Drives continuous improvement in the quality of systems, peripherals and software, as experienced by customer.7. Supports achievement of quality goals and performance measurements while also monitoring results to identify outliers requiring deeper investigation.8. Provide product Workload, Contact and Dispatch Reduction opportunity/initiative project management.7. Influences and contributes to the development, implementation, and continuous improvement of in-market quality standards and processes.

Penang, Malaysia

Manage Dell Precision Workstation throughout offering lifecycle.Responsible for APJ regional new product contract book, new product launches, product transition, and sustaining.Driving Workstation business to meet the increasing opportunity in the market and run the business to meet business goal.Act as the Workstation subject matter expert in region, provides training and consultation on product related topics.

Bayan Lepas, Pulau Pinang, Malaysia

1. Subject Matter Expert on Dell Latitude product line. Act as technical “go-to” resource, answering technical and non-technical questions related to product.2. Dell Sales escalation point: escalation point for all pre and post sales questions.3. Marketing lead: work with country brand marketing to drive Latitude programs and initiatives.4. Product launch: SKU creation, activation and content, relevant Sales messaging.5. Develop and execute sales and marketing strategies to accelerate revenue growth for Dell Latitude opportunities.6. Large Deal Engagement –help to support in a technical/ sales capacity to help close large opportunities. 7. Training – utilize in-depth product knowledge to train sales reps. 8. Provide field-based onsite customer consulting and training as necessary to help develop business and close deals 9. Work with Marketing Coordinators to ensure optimal online and print marcom placement for Dell Latitude. 10. Ensure up-to-date product info is available to sales force via internal sales tools

1. Resolving technical escalation case from Technical Support L2 around Asia Pacific countries (Australia, New Zealand, Japan, Taiwan, China, Korea, Malaysia, Singapore, India)2. Replicate and provide failure samples to engineer in order to analyze the failure symptom3. Work with engineer to identify a possible workaround for customer4. Validate solution provided by engineer before release to customer5. Provide technical advice to Sales and Marketing team in a pre-sales situation6. Provide lesson learn input to improve product design & quality of future platform7. Suggest test case improvement to capture possible product weaknesses8. Become Voice of Customer in the Product Development team to bring in the customer wish list9. Onsite visit customer to resolve technical issue when needed10. Provide technical training to Technical Support

Penang

Bit, Computer Science

Advance Diploma Of Computer Studies, Computer Science