Evan Chau Email & Phone Number

➢ Major Account Management• Act as the team leader to manage, and support Service Delivery Executive, who serve as single focal point to manage all aspects of major account client expectation, delivery of contractual commitment (SLAs).• Perform high level problem management, service support functions and to escalate and liaise with other service teams to get appropriate support and resources in dealing with problems/risks.• Develop strategic relationships with key stakeholders and… Show more ➢ Major Account Management• Act as the team leader to manage, and support Service Delivery Executive, who serve as single focal point to manage all aspects of major account client expectation, delivery of contractual commitment (SLAs).• Perform high level problem management, service support functions and to escalate and liaise with other service teams to get appropriate support and resources in dealing with problems/risks.• Develop strategic relationships with key stakeholders and user representatives.• Contribute to the growth of accounts by identifying opportunities for expanding services and working with sales team.• Conduct monthly report and service review, trend and root cause analysis, identify and lead continuous improvement plan for the Client.• Monitoring the team performance from time to time to maintain a high standard service level Show less

Call Centre Management• Lead a team of CS and manage the daily call centre operations (hotline & enquires) • Effectively resolving all (internal & external) customer complaints to improve customer satisfaction and provide solutions to customers.• Initiate speedy actions to minimize the impact of incidents on customers.• Present monthly reports and analysis to the Managing Director on the trend of the customer feedback, details of complaint cases, developing initiatives to help… Show more Call Centre Management• Lead a team of CS and manage the daily call centre operations (hotline & enquires) • Effectively resolving all (internal & external) customer complaints to improve customer satisfaction and provide solutions to customers.• Initiate speedy actions to minimize the impact of incidents on customers.• Present monthly reports and analysis to the Managing Director on the trend of the customer feedback, details of complaint cases, developing initiatives to help improve and drive all teams to improve service quality and service delivery of internal parties.• Work with the internal team’s manager to review and implement current work procedure.• Provide coaching and drive the team to reach cooperate KPI.• Responsible for the planning and administration of daily workforce arrangement.• Drive the process improvement and productivity enhancement of the department.• Prepare call center reports and support ad hoc projects.• Work with vendor on the system drill test plan and conduct the testing according to business requirement.Major Account Management• Serve as single focal point to manage all aspects of client expectation, delivery of contractual commitment (SLAs) and contribute to the growth and profitability of accounts.• Develop strategic relationships with key stakeholders and user representatives.• Contribute to the growth of accounts by identifying opportunities for expanding services and working with sales team.• Manage service outsourcing and take ownership of resource management at client sites.• Manage new service initiatives and deployment, as well as delivering results with direct and matrix resources. Show less

• Lead the team in effectively resolving general customer complaints to improve customer satisfaction, while directly handling complex complaints.• Draw insight from customer feedback and manage quick-fix and long-term complaint resolutions.• Improve frontline service quality and complaint handling skills.• Drive the team to reach cooperate targets as well as fulfilled ISO 9001 & 9002 standard.• Initiate speedy actions to minimize the impact of incidents on… Show more • Lead the team in effectively resolving general customer complaints to improve customer satisfaction, while directly handling complex complaints.• Draw insight from customer feedback and manage quick-fix and long-term complaint resolutions.• Improve frontline service quality and complaint handling skills.• Drive the team to reach cooperate targets as well as fulfilled ISO 9001 & 9002 standard.• Initiate speedy actions to minimize the impact of incidents on customers.• Review of customer feedbacks (including complaints and suggestions) effectively by analyzing the root causes and giving recommendations for necessary changes or service/operation improvement. • Participate in the procedural review and analyze the existing business processes to identify the improvement areas. Build a highly motivated and engaged team and develop them to reach performance targets. Show less

• Manage and develop a sizable part-time workforce of an operational unit to ensure optimal resources deployment, quality service delivery and strong commitment• Supervise over 1000’s Telebet Service Assistant in daily telephone betting operation• Execute operational plans and systems to ensure operational effectiveness, efficiency, controls and integrity• Coordinate with internal and external parties to plan and execute marketing campaigns for these services• Implement sales… Show more • Manage and develop a sizable part-time workforce of an operational unit to ensure optimal resources deployment, quality service delivery and strong commitment• Supervise over 1000’s Telebet Service Assistant in daily telephone betting operation• Execute operational plans and systems to ensure operational effectiveness, efficiency, controls and integrity• Coordinate with internal and external parties to plan and execute marketing campaigns for these services• Implement sales and service programs to achieve business targets, service requirements and performance standards• Provide clerical and administrative support to a wide range of betting services covering staff and system management• Monitoring and managing betting system, ACD systems in day-to-day operations of the department • Participate in process reviews and development projects for continuous business improvements and growth• Handling customer complaints with soft skill and excellent service attitude Show less