Job responsibilities includeBuilds good working relationship with new and existing partners around APACCapable to demonstrate products to opportunitiesGenerate revenue for APAC

Completed Proof of Concept at United Overseas Bank Singapore with AVAYA Systems under strict security management- Implemented etalk demo showcase at IBM Beijing- Assist in previous Proof of Concepts set up

Recognised as a "perfect fit" for the Service Operations, promoted by the Director of Customer Service Asia Pacific, supporting a 3 consecutive times award winning Regional Contact Center that operates in a 24x7 environment. Well versed technically and has a flair in call center software applications.Job responsibilities includeReviewing Business and System Requirements to improve the Center performances and efficiency. Managing external vendors to make sure that all projects are completed successfully meeting deadlines. Coordination of the User Acceptance Testing for the Center so as to minimise any operations impact. Providing consultancy and reporting statistics to the management to streamline and enhance the operations for the Customer Service Department in Asia Pacific.Key AchievementsManaging the migration for one-stop online website, Verizon Business Customer Center. An international portal used by our customers to manage Network Status, Billing and Fault management. With my extensive research and testing done, I have created an innovative training mode for customers, overcoming location and time differences. The launch of the portal is so successful that the model is adopted in US and EMEA. For my continuous efforts and success projects delivered, I am recognised as the top performer by Vice President of Global Customer Service & Provisioning in April 2007 for APAC and MNC.Leading and successfully in managing the migration of our voice for the Contact Center in Australia. Extensive collaboration with vendors and internal departments enable project to complete smoothly without any additional costs and labour. This migration overall improves productivity of the operations and assist company to save extra costs incurred previously.

In the Regional Customer Service Department, supporting Corporate and Multi-National Companies for their fault issues. Job responsibilities includeInternal Customers (Call Center)Lead, manage and motivate a team of customer service representatives to manage customers' fault issuesMeeting the KPIs and service targets.Review, revise and develop workflow processes to ensure high quality for our dynamic technical industry.Revise and develop training materials and deliver operational process training to customer service representatives.Arranging access for internal systems for the team.Facilitate and organize technical training conducted by our in-house trainers to ensure agents have the knowledge.Quality monitoring and to provide formal and informal individual coaching.Conducting team briefings twice weekly both verbal and by uploading the document in our internal process website.KPI monitoring and reporting.Operational administrative works, like roster planning, leave planning, MC documentation and overtime validation.Handling escalated matters from the team, both technically and procedurally.Assisting the staff recruitment by reviewing the resume and taking part in the interview. External Customers (Customers, Management and Sales Team)Attend briefings for new product and process launches and disseminate the knowledge to the team.Taking part in leading customer tours who visited the Call Center to demonstrate our workflow of our Call Center.Liaising with other worldwide departments and vendors in relation to both technical and procedural matters that are related to call center.

Using my intimate programming knowledge, I lead a team to create our internal online knowledge base system, WebReference. It has been globally recognised as the Verizon Business's benchmark in Online Knowledge Based Systems global-wide. Much of my personal time and effort is invested in this project to ensure enhancements in current process, increase agents' productivity and efficiency.Expertise in Human Computer Interaction, I have developed several online systems to improve operational functionality of the Call Centre, reduce handling time and man-hours spent. For easy accessibility for our team in a 24x7 dynamic working environment. To reduce handling time and man-hours spent, Online Secure Team Briefing System where new important messages are communicated to the agents 24x7 was developed. This robust system allows tracking of agents' last login timing, items that they have read and signed off, sending email notification to agents with unread items and user accounts and message content administrative tool. It acts as a 24x7 monitoring tool.Using my experience as a tutor and trainer, I have designed an animated training style. Incorporating these in our new hirers and weekly training to ensure that agents are trained effectively. I also work with Subject Matter Experts in designing training presentation slides and guiding them on delivering the training.Completed and awarded ITIL Fundamental Course in IT Service Management with flying colors.; Job responsibilities includeTo work with the customer to coordinate on spearheading and developing projectsKey AchievementsFull Development of an Average Hull Roughness Analyzer Online System by reverse engineering from an excel file with Analysis Java Interface.

Job responsibilities includeTo work in project teams for the development of outsource projectsKey AchievementsDeveloped a user interface that compares Java Remote Method Invocation (RMI) with Java Messaging Service (JMS) performance.Chinese translation for Online Shipping Booking System.

Tutored "Human Computer Interaction" module and "Java Programming" module.