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• Maintain and achieve sales target.

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 people can make call to all area in china and HK to take orders. Also with the buildup of transactional web site. Call center sales can serve inbound enquiry. Responsibilities• 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• Setting Key Performance Indicators (KPI)• Standardize agent recruiting procedure• Maintain and achieve sales target.

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 centre projects.Responsibilities• 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• Instigating call centre procedures  Support Operation Project Operation Business Operation• Setting Key Performance Indicators (KPI)• Setting and maintaining Service Level Agreements (SLA)• Standardize agent recruiting procedure• Managing target income of HK$220m/annum

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 and china service user.Work as a business development sales to negotiate with customer on call center project.Responsibilities• 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• Abandon Rate from 20% to 2% in 2 months• Setup a 1st tier online support team to enrich call center service scope• Build agent team from 10 to 36 staff in 2 years, build up VIP team to serve VIP client• Setup Mystery client procedure, monthly customer survey procedure• Successfully suggest company develop and enhance customer service CRM.• Sign up 50 seats with 2 project during my role as business development

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• Setup Taichung team of 10 staff• Designed and initiated hotline to receive customer complaints• Successfully setup complaint call route to newly setup call centre