Gio Lee Email & Phone Number

Singapore

Providing & Manage as a Print Consultant for Managed Print Services for Bank of America. Providing total customer experience with Print MPS solutions, resolutions, services to BofA.a. Manage site support team of 14 members to ensure daily operations & escalations are in place for client with TCE during contractual period.b. Daily operations include ensuring all devices are operational (24/7) monitored on client’s environment , incidents management - Supplies consumables, Break-fix are meeting all contractual SLA.c. Kicked off a regular SLA reporting matrix for client. Improvement captured especially for India over 2 months of close monitoring.d. Host & managed weekly APAC governance meeting independently between HP & BofA – ensuring operational issues or updates, contract renewal discussion etc are being captured & closed with resolutions. e. Standardised & kicked off IMACD Print request process with Line of Business & Project Management Office. Guidelines & criteria to fulfil prior requesting for any printer relocation & power down events in the countries. Succeeded in kicking off for SG, JP, HK & AU. f. Kicked off & streamlined Blanket Purchase Order management for Printer Optmisation project in HK, JP & SG.g. IMACD Management: Handle end to end BofA Print related print projects or events requests (includes weekend coverage & liaise with vendor for resources, print solutioning & invoicing till closure of service rendered as per project/event.h. Change Management: Change Order, Purchase Order & Invoices management: Responsible to raise Purchase Requisition for all IMACD request from BofA to vendor, ensuring Purchase Order is approved & provide to vendor for invoice prior any service commence. Balance check on all Blanket PO or PO against all IMACD invoices. i. Fleet analyzation for print optimatisation in all APAC countries

Singapore

Plan & Support Greater Asia (GA) Market Enterprise Sales team on overallmanagement updates that includes data analytic, provide line of sights of businessperformance at Greater Asia & County level. Host & content manage followingpresentation/meetings/ forum: All Employee Meeting (AEM), Country SalesManager Forum, Representatives Forum/Training planning, program/initiativesenablement to drive Sales to meet their quota.Plan & Support Greater Asia (GA) Market Enterprise Sales team on overall management updates that includes data analytic, provide line of sights of business performance at Greater Asia & County level. Host & content manage following presentation/meetings/ forum: All Employee Meeting (AEM), Country Sales Manager Forum, Representatives Forum/Training planning, program/initiatives enablement to drive Sales to meet their quota.

Singapore

Lead & drive Sales Enablement Program to improve Sales representatives’ performance, efficiency, revenue generating & accounts acquisition with strategic disruptive plan. Programs include:a) Enterprise 2.0 Print & Personal System: Maximizing Sales funnel coverage,hunt for new opportunities, plan on disrupt plan on acquisition & underindex accounts with strategic account plan. Main objective is to gain share and grow revenue.b) Managed Print Services: Channel Partneri. Manage, enable & streamline process for Country HP partners tosell HP Print products & services.ii. Program Manage tool enablement & streamline pricing approval process between HP & partner c) Managed Print Services: Contractual – Supplies Managementi. Revenue recovery – Identify bad debt accounts to recover revenue.ii. Account deep dive - Print Volume decline trending accounts, user behavior's, swing in purchase platform, print coverage issues.iii. Supplies Early Replacement Program – User SuppliesReplacement Analysis to determine & identify accounts with early replacement behaviors'. Corrective action plan implemented to user to correct wastage pattern.

Singapore

Engage & Drive Expansion on new business/service growth programs (Grow onExisting) for Regional CSM. Responsible to organize & co-ordinate for Tech Day eventfor selected industry vertical customer to showcase latest technology & solutions ofHP to enable upsell/cross sell opportunities.As part of the transformation, program manage & lead Remote Mgt Centertransformation in Dalian to into a Central Hub. Engage & Drive Expansion on new business/service growth programs (Grow on Existing) for Regional CSM. Responsible to organize & co-ordinate for Tech Day event for selected industry vertical customer to showcase latest technology & solutions of HP to enable upsell/cross sell opportunities. As part of the transformation, program manage & lead Remote Mgt Center transformation in Dalian to into a Central Hub.

Singapore

Perform & Improve/Implement Business Control for Supplies Variance for MPSbusiness. Improve profitability on MPS Supplies Growth with Cost Savings programor project between APJ region and Worldwide team. Accountable for APJ MPSSupplies P & L management.Business Operation Process management: Lead a group of 3 members to manageAPJ Countries Supplies Blanket Purchase Order – Toner Buyback Management. APJSupplies SKU New Product Intro enablement, Supplies Fulfillment & Processenablement for MPS Supplies.Lead cost reduction program e.g. enabling direct supplies fulfillment & improves overall country contractual account overall P&L.Part of World Sustainability - Promote & enable proper disposal of empty toner cartridge container at customer site.Tool enablement for Supplies in MPS customer: Collaborate with 3rd party vendor on Big Data Analysis & design a tool & provide analytical behavioral of MPS customers on their print trend.Perform & Improve/Implement Business Control for Supplies Variance for MPS business. Improve profitability on MPS Supplies Growth with Cost Savings program or project between APJ region and Worldwide team. Accountable for APJ MPS Supplies P & L management. Business Operation Process management: Lead a group of 3 members to manage APJ Countries Supplies Blanket Purchase Order – Toner Buyback Management. APJ Supplies SKU New Product Intro enablement, Supplies Fulfillment & Process enablement for MPS Supplies. Lead cost reduction program e.g. enabling direct supplies fulfillment & improves overall country contractual account overall P&L. Part of World Sustainability - Promote & enable proper disposal of empty toner cartridge container at customer site. Tool enablement for Supplies in MPS customer: Collaborate with 3rd party vendor on Big Data Analysis & design a tool & provide analytical behavioral of MPS customers on their print trend.

Singapore

Provide and support post sales technical (Level 3) support for all Consumer Product Line(PL) and escalation management for APJ (English Hub) contact center. Provide resolutions, manage all technical escalations, conduct training for contact center, raise escalation to respective PL Global Business Unit (GBU). Drive improvement plan and proposal to improve call center efficiency - implement call logging rules, to improve and shorten time taken for agent to log a call (Average Handling Time),provide resolution to customer (First Call Resolution & Total Problem Resolution), Customer survey (TCE management), troubleshoot efficiency and accuracy.Programs/Projectsa) Participate in support out of warranty customer project for SG using RBS Tools.b) Lead in Calrate project for APJ, engage with all language leads (representing Eng HUB, work with China, Japan & Korea lead) to identify top PL failure, propose improvement project to GBU.c) APJ Lead for SEA IVR infrastructure development & Process engineering transformation.

Singapore

Provide post-sales technical support and escalation management to the SEACSS team members and OSPs (Customer Call Center, Service Center and Exchange Points) ensure a high level of product/technical knowledge and an effectively and timely provision of resolutions to our customers.Plan, organize and deliver product and technical New Product Intro training to the SEACSS team members and OSPs (CCC, Service Center and EPs) to ensure a high level of product/technical knowledge and troubleshooting skills in supporting our region.Provide continual product/technical updates and enhanced troubleshooting techniques, and refresher training, if needed to sustain the technical competency and readiness of Call Center, Service Center and Exchange Point outsource partnersFocal point of contact to provide field product analyze to product division for product improvement and future enhancement.Drive corrective actions and continual improvements in operational excellence/cost (AHT, product/technical knowledge and troubleshooting skills, Cost/Call, ASER, NTF and Cost/Repair) and C-SAT (Total Problem Resolution and First Time Fixed). Programs include call coach and assessment, and online certification.Plan, organize, and manage new/existing POR, programs/projects, processes for corrective actions and continual improvements, and to achieve our balanced scorecard in TCE, operational excellence/cost and financial.Supporting Products:Consumer Deskjet, Supplies – Ink and Media, Business InkJet, Monochrome LaserjetPhotosmart & Photography printer, and All-in-one printers. Programs/ProjectsProcess owner for Supplies DOA for SEA countriesProgram Lead for New Call Center transformation – SEA English team (SG, MY and PH) call center (June 2008) & Bahasa Malaysia & Indonesia team. (Jan – Feb 2008)