Sun Hui Email & Phone Number

Hong Kong SAR

company provide explosive machinery to constructor in HK area

China

Focus on BSFL production and making use of the technology to handle kitchen waste and converse into bio-production.

• OverviewWith the experience in Future Electronics. Helping MfJebsen Group setup a new subsidiary company for long tail electronics component Business.Responsibilities
• Setup business operation system for sales purpose.
• Design KPI for sales activity, design business logic for order taking and delivery
• Set up call center/ business procedure, SOP for electronics long tail business
• Set up call center system with real time checking feature. The system allow manage to monitor calls and offer real time plug in help  Phone network design/ ACD/ IVR/ function group ACD..
• Standardize agent recruiting procedure

• OverviewExpanding the company business into the long tail region, the company decides to hire a call center sales manager to set up a call center to penetrate this business session. Using the call center, inside sales.
• Hire experience sales people and turn them into purely inside sales people
• Set up call center of 100+ sales, also set up sales support team and customer service team to support sales activity
• Set up call center/ business procedure, SOP for electronics long tail business
• Overseeing call centre Infrastructure and design  Phone network design/ ACD/ IVR/ function group ACD..
• Instigating call centre procedures  Support Operation Project Operation Business Operation

Guangzhou

• OverviewActing General Manager duty while I was heading internal call center in 2006 then formally promoted to GM in 2007. Responsible for overall management of call centre operations and business development of call.
• Propose and control budget for call center business development.
• Managing over 1,000 seats and 100 support staff, including call centre agents and call centre support staff in three regional offices
• Managing all new project development
• Overseeing call centre Infrastructure and design  Phone network Platform design Call Center system (enterprise) architecture design, Feature design
• Managing design & planning of Customer Relationship Management (CRM) systems

• OverviewTaking over a internal call centre Team of 10 agents, Responsible for improve performance of call center and managing operations of the call center team, providing after sales inbound enquiry service for TW, HK.
• Managing overall operations from 10 agent staff at the beginning to 36 staff in 2006.
• Managing customer inbound enquiry, service complaint, outage service.
• Designing and managing inbound call center KPI Abandon Rate First Call Resolve Rate Response Rate Call per case rate Case duration, case accuracy rate
• Work with department in local and oversee to improve service performance.
• As business development, provide solution, project planning, contract term negotiation with customersAchievements

Taiwan

• OverviewResponsible for setting up and managing operations of the Customer Service team, providing after-sales support service in Taiwan.Responsibilities
• Managing overall operations with 25 staff
• Managing new order service provisioning
• Designing and managing after sales support including resolving customer issues
• Instigating and overseeing customer complaint proceduresAchievements
• Setup Taipei team of 15 staff