Ivan Ho Email and Phone Number
Ivan Ho work email
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Ivan Ho personal email
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Accomplished Senior Manager with extensive background in directing corporate operations with 26 years of experience in fast-pace, service-oriented and customer-first environments. iVan currently serves as a Senior Manager in Dell's APJ Technical Support Contact Centers of ~1500 team members, playing various roles in CCO for the past 11 years. Prior to Dell, iVan worked for Intel's global operation and had led the Malaysia ICT industry in its outsourcing strategy and developed public policies.iVan received his Bachelor degree in Computer Science from USA. Married with one lovely daughter who is embarking into tertiary education. Common personal traits are assumed responsibility, balanced risk-taking, result-oriented and personality profiled as Melancholy-Choleric. In his free time, iVan enjoys scuba diving and volunteers at Kechara Soup Kitchen to provide food to the poor and homeless, and manning the Befrienders hotline for suicide prevention.
Dell Technologies
View- Website:
- delltechnologies.com
- Employees:
- 270292
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Global Contact Center Operations ConsultantDell Technologies Jul 2018 - PresentPenang, Malaysia• Regional and Global senior leadership engagements.• Leadership and Consultancy to help balancing Customer Experience and Financials of ~1500 team members.• Transformation Enabler, through participation in face-to-face summits and end to end Program Management.• Drive performance Leadership. Service Level Mitigation. Scorecard reviews.
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Global Contact Center Operations Senior ManagerDell Technologies Sep 2011 - Jun 2018Penang, Malaysia• Owned APJ Technical Support contact centers' performance: ~9M contacts/year, 1700+ agents, drove productivity & utilization to achieve high & consistent Service Level. • Drove offering readiness with stakeholder collaborations to achieve best cost support model. • Drove regional infrastructure stability with corporate IT.
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Head Of Department - Outsourcing MalaysiaThe National Ict Association Of Malaysia (Pikom) Nov 2009 - Aug 2011Kuala Lumpur, Malaysia• Initiated National Standard of Employability (NSE) to benchmark Malaysia talent in outsourcing industry.• Played a pivotal role in industry panel discussions and NKEA to formulate action plan for industry development.• Pioneered Smart Sourcing Summit for networking and showcase Malaysian companies’ capabilities. -
Senior Operations ManagerA.Domain Sdn Bhd Sep 2005 - Oct 2009Penang, Malaysia• New Contact Center startup - site selection, infrastructure requirement and system design.• Lead management staffs / agents to develop growth & training plans. Expand from 09 to 80 seats in 1 year.• Optimized end-to-end support process – achievement of US$1 million in annual savings.
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Global Call Center Operations ManagerIntel Technology Malaysia Jan 2002 - Aug 2005Penang, Malaysia• Call Center Industry Advisory Council USA (CIAC) Operation Manager Certified.• Led global operations to meet performance targets on efficiency, cost, productivity and quality. • Designed / implemented AERT crisis management process adopted by Intel worldwide. • Coached, motivated and retained management/support staffs. -
Business Development Senior AnalystIntel Technology Malaysia Jan 2000 - Dec 2001Penang, Malaysia• Defined, analyzed operation problems and deployed process improvement. • Global customer engagement with support partners/customers for seamless automation support.• Managed operational indicators to drive continuous improvement program. • Managed various focus teams to resolve chronic business issues. • Improved customer service operation to achieve overall customers’ satisfaction level.
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System AnalystIntel Technology Malaysia Jun 1996 - Dec 1999Penang, Malaysia• Supported warehouse systems, developed workarounds for systems’ bugs.• Worldwide coordination on system upgrades and downtime.• Analyzed LAN requirement, legacy systems and servers utilization for MMO/SBNG/Motherboard to ensure successful operation transfer from USA to Penang.• MIW IT Fit-up Leader – Ensured systems/floor layout, LAN/WAN, firewall, gateway, cordless handheld devices, PCs and servers were tested and commissioned.• Project Manager for Windows NT Migration and Year2000 Project – Analyzes site-wide technical aspects, business needs and coordination to ensure smooth deployment with no impact to production.• Community Project Manager for ComQuiz98, Penang@IT, Science & Technology Exhibition, Malaysia IT Training Focus Team.
Ivan Ho Skills
Ivan Ho Education Details
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Computer Science
Frequently Asked Questions about Ivan Ho
What company does Ivan Ho work for?
Ivan Ho works for Dell Technologies
What is Ivan Ho's role at the current company?
Ivan Ho's current role is Global Contact Center Operations Consultant at Dell Technologies.
What is Ivan Ho's email address?
Ivan Ho's email address is iv****@****ell.com
What schools did Ivan Ho attend?
Ivan Ho attended Iowa State University.
What skills is Ivan Ho known for?
Ivan Ho has skills like Contact Centre, Call Center, Outsourcing, Bpo, Service Delivery, Sla, Telecommunications, Business Process Improvement, Vendor Management, Operations Management, Performance Management, Crm.
Who are Ivan Ho's colleagues?
Ivan Ho's colleagues are Cathy Mckeithan, David Foley, Tony Jennings, Kirk Webster, Bob Orr, Faizan Ahmed Qureshi, Tina Cook.
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