Daniel Tok Email & Phone Number

Kuala Lumpur, My

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

• Part of the Global Professional Services organization responsible for providing programmatic leadership specifically focused on driving successful delivery of value-added services throughout APAC.• Close collaboration with the APAC Regional Leadership team, and regional partners to innovate, solution, develop, implement, manage and ensure client success.• Act as focal point for all customization and integration of 3rd party solutions with Sensormatic Solutions currently available for clients.• Responsible for driving key performance measures with a focus on organic growth, customer retention, and margin performance.

Kuala Lumpur, Malaysia

• Working as part of the pre-sales team to support Sales and Account Management to design tailored customer solutions in support of NCR and Multi-vendor hardware and software combinations across all Industry verticals (E.g. Finance, Retail, Hospitality).• Focused on Pre-Sales and the design of Global Services offerings, including Managed Services. • Responsible for assessment of the various cost elements of the solution, ensuring it is technically feasible and profitable.• Accountable for ensuring Management buy-in before proposal is due to the customer.• Leads the creation of contracts and runs customer negotiations until sign-off.• Support the production of content including templates, proposals, documentation and Pre-Sales materials.

Kuala Lumpur, Malaysia

• Key representative of StrongPoint within the Asia Pacific region, with key focus in Business Development activities in the Retail Technology industry segment (i.e. Cash Management, Loss Prevention, Price Integrity).• Own the Business Relationship with key customers, and ensuring that effective solutions and service levels are delivered continuously.• Collaborate with Pre-Sales and Solution Consultancy as a Retail Technology Specialist, placing Business Process Improvement as a key differentiator.• Manage Projects from Inception to Implementation, representing the customer in improving Operational Business Efficiency.

Kuala Lumpur, Malaysia

• Act as the principal NCR Services representative, ensuring the highest level of service quality to major customers within the Financial, Retail, Technology and Telecommunications business.• Primary support focus within the Financial business ­ Self Service Terminals (e.g. Automatic Teller Machines (ATM), Cash Deposit Machines (CDM), etc), and other supporting Software Solutions.• Responsible for owning key service relationships with the customer, and responsible for ensuring that Service Performance and Customer Satisfaction is maintained.• Responsible for advising the Support Operations Organization and responsible for Lifecycle Management issues such as the identification and documentation of all account­-specific service call handling procedures, escalation procedures, spare parts requirements, security procedures and any other special policies and procedures necessary to perform the Services function.• Accountable for successful design, development, and deployment of global service processes and related infrastructure.• Responsible for analyzing and presenting service reports to the Customer, provide Critical Care Call escalations and implement action plans, and monitor parts plans.• Continually build and enhance relationships with key customer interfaces while working to achieve a thorough understanding of their current and future service requirements.

Kuala Lumpur, Malaysia

• Manage all aspects of daily operations for the Support Desk, focusing on customer specific contractual agreements; ensuring accurate support is delivered within specific Service Level Agreements.• Directly manage a cross­-skilled team of Advanced Level Engineers who manage Critical Level support escalations which require interfacing between direct consumers, corporate personnel and Senior Management levels.• Contact point for Support Quality escalations and Critical Level Incidents.• Interface between Technical and Non­Technical divisions within the organization, to ensure customer satisfaction and success.• Responsible for the planning, developing and running of improvement projects based on the needs of the regional market.• Maintain overall control in Operations Management of the Support Desk, encompassing Human Resource, Recruitment, Quality and Finance.

Kuala Lumpur, Malaysia

• Manage the daily operations of the Help Desk focusing on customer specific contractual agreements; ensuring accurate support is delivered within specific Service Level Agreements.• Final point of escalation for all Customer related matters, ensuring that all Technical issues are resolved without compromising on Customer Satisfaction.• Responsible for Operational Finances, ensuring that all operational cost is kept within the approved budget. • Maintain close Client Relationship through active communication on Service Improvements.• Develop Technical Support Executives through coaching and mentoring using various methodologies to build a highly motivated and cohesive team environment.

Kuala Lumpur, Malaysia

A leading Australian Telecommunications Provider – Customer Service Center• Manage the daily operations of the Service Center, ensuring that service requests are handled promptly and accurately based on a large variety of Customer-­Specific Service Level Agreements.• Responsible for the delivery of Manage Services for Corporate Businesses in the area of Mobile (Cellular), Voice and Data Telecommunications.• Primary Customer Contact for escalations regarding Overall Service Delivery• Member of the Core Project Implementation Team to initiate Offshore Operations.• Operational Lead in supporting the Quality initiative and the Training program within the Service Delivery scope.• Transitioned and implemented the Service Desk operations from the Onshore environment to the Offshore environment.• Develop detailed Process Flows with corresponding documentation for Offshore Implementation.A Leading Singaporean Telecommunications Provider - Technical Support Centre• Manage the operations of the Technical Support Centre focusing on ADSL Broadband technologies; Network Support and End­ User troubleshooting.• Manage the operations of the Email Support function; ensuring accurate support is delivered within Service Level Agreement.• Responsible for individual Team Performance delivery which directly impacts overall Operational Service Level.• Assist the Operations Manager on Critical Level Escalation with End­Users.• Liaise directly with 2nd Level Technical Support to ensure proper closure of technical escalations.• Coach and mentor Technical Support Officers on various methodologies to handle complex technical problems until resolution.

Kuala Lumpur, Malaysia

• Spearhead the implementation and enhancements of knowledge repository systems and applications to ensure all knowledge are retained as valuable capital.• Directly reporting to the Managing Director and all Heads of Departments regarding Knowledge Management methodologies and implementation efforts. • Manage corporate efforts in capturing tacit & explicit knowledge through the development and deployment of Knowledge­-based Tools and Applications. • Coordinate Knowledge Sharing efforts among corporate and external clients via formal and informal means, leveraging heavily on IT technologies. • Manage the implementation of an effective Enterprise Content Management System, leveraging on the IBM/Lotus Domino platform.• Monitor operations of corporate business processes and to propose efficiency enhancements to ensure value added services.• Introduce a culture of Knowledge Management through awareness initiatives and mentoring staff participation by means of formal and informal training.• Provide consultancy services to Group subsidiaries in the implementation of Knowledge Management initiatives.

Greater Minneapolis-St. Paul Area

• Member of a 24/7 technical support center, offering technical assistance to corporate users internationally, and nationwide.• Pioneered a team of technical support personnel to provide critical level technical support for a web­-based document repository tool for International and Domestic clients. • Responsible for ensuring the integrity and authenticity of data and users by exploiting security features from RSA Security on top of in-­house developments. • Communicated up­-to-­date information to clients regarding software and hardware changes.• Support, train, analyze and test corporate computer applications for users within a Windows and UNIX network environment, utilizing Lotus Domino as a messaging and collaboration platform.

Bachelor'S Degree, Management Information Systems And Services

Diploma In Business Studies, Management Information Systems, General