Donny Chai Email & Phone Number

New Zealand

[Key responsibilities]Engaging in new prospect opportunities in the Presales stage, uncovering customer requirements and ensuring expectations are met/exceeded. Turning around positive experiences during trials an POCs and delivering high quality demonstrations/presentations.Spending time on self-educating existing/upcoming features, training and empowering other team members on products, tools, presales processes, producing high quality documentation for RFPs and internal… Show more [Key responsibilities]Engaging in new prospect opportunities in the Presales stage, uncovering customer requirements and ensuring expectations are met/exceeded. Turning around positive experiences during trials an POCs and delivering high quality demonstrations/presentations.Spending time on self-educating existing/upcoming features, training and empowering other team members on products, tools, presales processes, producing high quality documentation for RFPs and internal use.SME on Contact Centre solutions, WFP, competitive information Show less

Auckland, New Zealand

8x8 cloud solutions help businesses transform their customer and employee experience. With one system of engagement for voice, video, collaboration and contact center and one system of intelligence on one technology platform, businesses can now communicate faster and smarter to exceed the speed of customer expectations.

Auckland, New Zealand

Cloud Contact Centre solutions consultant specialising in PureCloud by Genesys.- Deliver highly engaging customer product demonstrations and support pre-sales activities.- Consult with customers from high level to functional requirements of the contact centre needs from telephony, voice routing, multimedia channels and workforce optimisation.- Design interaction flows, integration with 3rd party applications, configure systems/channel routing/Edge appliances and delivery high… Show more Cloud Contact Centre solutions consultant specialising in PureCloud by Genesys.- Deliver highly engaging customer product demonstrations and support pre-sales activities.- Consult with customers from high level to functional requirements of the contact centre needs from telephony, voice routing, multimedia channels and workforce optimisation.- Design interaction flows, integration with 3rd party applications, configure systems/channel routing/Edge appliances and delivery high quality outcomes for the customer.- Provide support to the Sales team in meeting customer requirements in the presentation of contact centre solutions and services.- Advise and collaborate with clients on service implementation best practices- Provide expert advice on application configuration to customers - Experience with team facilitation, business case development, strong business analysis skills, process mapping- Experience with managing multiple projects utilising strong planning and organizational skills Show less

Auckland, New Zealand

Business Analysis- Support pre-sales and RFP & RFI consultations.- Hold workshops with customers for gathering detailed business requirements on communications technology challenges.- Converting requirements to granular functional requirements documentation including documented call-flow design via Visio and aggregating master user data sheets.- Perform thorough UAT to ensure solution delivers to customer's expectations. - Deliver high quality user training and cutover… Show more Business Analysis- Support pre-sales and RFP & RFI consultations.- Hold workshops with customers for gathering detailed business requirements on communications technology challenges.- Converting requirements to granular functional requirements documentation including documented call-flow design via Visio and aggregating master user data sheets.- Perform thorough UAT to ensure solution delivers to customer's expectations. - Deliver high quality user training and cutover support. Workforce Management Consultancy- Sole SME in contact centre workforce management solutions.- Advising & supporting customers on forecasting contact volumes, AHT, FTE requirements, capacity planning, data and trend analysis & reports.- Deliver comprehensive and thorough training programs on NICE IEX WFM throughout Australasia.- Tier 2 level engineering application support, managing tickets related to IEX WFM within agreed service levels. Experience with waterfall and agile project management methodologies and stakeholder relationship. Software working knowledge experience:Workforce Management - NICE IEX WFM, Interactive Intelligence OptimizerRecording Platform - NICE Engage & NIM (Call Recording & Quality Monitoring)On Prem VOIP Platform - Avaya IP Office, IPOCC, CMS, Microsoft Skype for BusinessCloud based VOIP Platform - Interactive Intelligence PureCloud Show less

Auckland, New Zealand

Responsible for business requirements gathering, creating functional documentation, testing, call flow creation/configuration, and deliver user acceptance training on implemented solutions.Main area of expertise: NICE IEX WFM solutions, Avaya IP OfficeSoftware experience:NICE IEX WFMAvaya IP OfficeAvaya IP Office for Contact CentreAvaya CMSAvaya CMMicrosoft LyncMicrosoft Visio

Auckland

Utilizing scheduling technology NICE IEX Totalview and CMS for schedule changes, monitoring real time performance and schedule management planning for 3 different contact centre operations.Other duties include forecasting, analysis, and reporting for internal management.

Auckland

Deliver outstanding sales performance in accordance to the company values. Continuously improve sales processes to achieve the most effective results, monitor and enhance quality of sales audits on all sales consultants responsible for.

Within 23 Wards, Tokyo, Japan

Responsible for achieving several KPIs centralized around sales results, customer satisfaction, service quality and innovation.

Tokyo, Japan

Quality management of services delivered to clients, management development of junior leaders. Successfully initiated in-house training and events to increase client satisfaction.

Tokyo, Japan

Based in Shinjuku learning studio. Looked after a base of 40-50 contracted instructors, managed lesson supply for clients to book lessons, conducted trial lessons and level checks, recommending appropriate study plans, dealt with administration duties to support the instructors, training and development of junior Instructor support leaders.

Master Of Business Administration (M.B.A.), Mba

During the course of the MBA year, my team and I have worked on different projects with clients that involve international business.

Post Graduate Diploma In Business Administration, Business Administration And Management, General

2 years part time study on areas such as Management, Quantitative Analysis, Marketing, Accounting, Marketing, Supply Chain Management.

Bachelor Of Commerce, Operations Management & Marketing

Activities and Societies: Japanese social club,

Certificate In Human Resource Management, Hrm

Completed and passed with Distinction

High School Education