James Wong Pak Sung Email & Phone Number

Selangor, Malaysia

Kuala Lumpur, Malaysia

a. Strategic Oversight of Campaign Management SystemsI oversee the integration and deployment of advanced technologies including the PEGA Customer Decision Hub (CDH), SAS Marketing Automation, and Salesforce Marketing Cloud. This initiative spans across several lines of business, specifically focusing on Consumer Business, Enterprise solutions, Digital Services, and Sales. b. Transforming the Campaign Management LandscapeMy efforts are directed towards revolutionizing the campaign management landscape by significantly enhancing our inbound Above The Line (ATL) campaign capabilities. This involves implementing next-best-offer personalization strategies that span a wide array of prepaid and postpaid product offerings. c. Development of Business Use CasesI lead the development of business use cases from their inception to the realization of fully functional solutions. Some key projects that exemplify our approach include:1. Postpaid Segment of One (SO1) (2024): PEGA's recommendation engine to enhance customer engagement and drive improved business outcomes for Maxis, specifically targeting Maxis Postpaid (May 2024)and Hotlink Postpaid (June 2024).2. Hotlink Rewards (2023) – Loyalty Program to provide valuable incentive to customers on their purchases and stay tenure.3. Prepaid Segment Of One (SO1) Dynamic Banner (2021) – Personalized banner on Hotlink Apps on enhancing user engagement by delivering targeted content.4. Postpaid Segment Of One (SO1) Flash Deal (2018)5. Leads Management System (2018) – A centralized platform for lead capturing collects Registration of Interest (ROI) from both prospects and Maxis customers across various Maxis channels. 6. Prepaid Segment Of One (SO1) HotlinkMU (2017) – A branded exclusive personalized offers designed to attract new customers, retain existing ones, and boost brand loyalty through targeted marketing and value-added services.

Kuala Lumpur, Malaysia

Responsibilities: • SAS EBI Development & Support a. Develop and automate the SAS DI Job for reporting data extraction. b. Involved in creating test case and perform testing for new SAS SPDS development & production environment. c. Support existing SAS WRS Reports. d. SAS Administration• Report Analysis - Continual analysis of reporting to ensure accuracy and understand any reporting impacts of changes to upstream systems and/or downstream with business needs/models.• Work with reporting business user to gather reporting script, reports output, business rules and compile it as data dictionaries for references.• Perform data mapping on reporting data source as the old data warehouse will be sun-set or for developing new data marts.• Analysis Presentation - Share analysis results with business owners; recommending the best visualization techniques; provide insights found in the analysis.• Tableau Development - Involve in the full cycle of Tableau development, including prototype creation, architecture, design, development, testing, migration, implementation and production support.

Department: Axiata Management ServicesResponsibilities• Perform data interpretation, analyse results using statistical techniques and provide insightful reports or dashboard to the stakeholders.- Defining the requirement of the business use case.- Capturing and manipulating the relevant raw data (Data modelling) and transform it into data mart.- Designing the final format to a standard appropriate for the intended recipient(s).• Perform trend analysis and patterns to enable business decisions.• Develop the analytical approach based on the requirements and use cases defined to be presented to the business stakeholders.• Translate the data algorithms and complex ideas into solution materials.• Responsible in building hypothesis around numbers, trends and data around CEM and Data Analytics use cases.• Develop prototype through sample data via tools, SQL scripting or Excel.• Provide support for SIT / UAT and beta testing on the use case / in-house tools deliverables.• Perform gap analysis on CEM for Opco (Indonesia XL).• New Process Development- Develop and implement new process according to ETOM methodologies (Product Lifecycle Management, Sales Development, Project Management, Product Marketing & Communications and Supply Chain Management).• Process Improvement- To drive new / existing process improvement such as Incident Management, Problem Management, Service Request, IT Escalation Process and others.

Selangor, Malaysia

Time Period: April 2011 - July 2012 / April 2009 – Apr 2010Project: Maxis (ISD - Revenue & Billing Department)Responsibilities• Handle Postpaid Production Issue Management as below:- To assists billing team on complicated CMSS case complaint- To identify and investigate the root cause of the postpaid billing error reported.- Produce overall impact report and perform system refund on impacted subscriber once the billing error been fixed.- Communication to customer service team on the issue to ensure them able to handle customer’s complaint effectively.- Support query and problem reported by other billing dependant system such as credit control system, provisioning, roaming, registration portal and others.• Identify business system gap- Perform system reconciliation to ensure data accuracy and analyze problematic data to find the root cause.- Recommend system improvement to other integrated system owners.• User Change Request (UCR) Involvement- Involve in pre-UCR consultancy work on product and system flow design.- UCR implementation such as bulk VAS provisioning in production system & onsite support during launch day.• To provide support for payment batch processing – LBX, EFT, CPM, MMoney.• Ad-hoc business reporting• Compile weekly & monthly Billing SLA reporting for management.Accomplishment:IBM GBS Service Excellence Award (2009)Delivery Excellence Award (2011)

Department: Performance & Service Management / Customer ExperienceResponsibilities• Performance Management for Postpaid (BSCS) & Prepaid (NSN IN) System- Festive and event based preparation, monitoring, drive KPI triggered contingencies during the events (plan activities, outages, festive and post incident analysis).- To identify, develop, implement and enhance service performance metrics for Postpaid Systems and direct interconnect value chain into existing performance solutions.- Drive performance monitoring requirement, development and its implementation for systems acceptance/ handover for new systems for direct interconnect interface.• Business Reporting Support & Development- Supporting Product, Marketing & Finance on the periodic reporting to ensure all reporting deliver accurately and timely.- Report development – Reports for marketing campaign management & billing analysis.- Support other development team on the reporting / data integration to their platform.

Kuala Lumpur, Malaysia

Responsibilities• Production support team lead fori) Kenan Postpaid Billing Issue ( Nov 2006 – Apr 2007)ii) Kenan Order Management (Prepaid, Postpaid & Fix Services)iii) Kenan Mobile Number Portability (MNP)iv) Kenan Subsystem Application (Kenan CC, Inventory)• Impact analysisi) Perform impact, end-to-end analysis and resolutions on production issue.ii) Ensure production incident, service request & problem resolve within agreedSLA.iii) Identify system gaps and improve business system for operation excellence.• Product deployment supporti) Support new system / application roll out by giving consultancy for systemrecommendation and system troubleshooting to ensure successful systemdeliveries.ii) Participate in UAT testing if require by project teams.• Guide and train 1st level production support to deliver 1st call resolution and tomeet business user’s expectation.• Plan and develop script automation in UNIX platform fori) Proactive product system monitoring to detect Kenan Order problem / issueearlier before customer complaint.ii) Patching script for corrective maintenance which error causes by new rollout,enhancement and system design defect. Once the fix deliver, the temporarilyworkaround will be turn off.• Ad-hoc business reporting.• Provide consultancy, advice and recommendation to business analyst, productdevelopment team, network engineering and other Maxis department on Kenanproduction system.• Involve in Six Sigma Blue Belt Project:-Project Name: Six Sigma Project for Network Engineering on ReducingService Request RejectionRole: Consulting for Kenan systemAccomplishment• 6 Sigma Blue Belt certified (Feb 2009)• Departmental Awards (July 2007)• Spot Awards (Dec 2008)

Kuala Lumpur, Malaysia

Responsibilities• Manage the development of in house billing application for wholesales businesswhich offers online billing application and integrates robust billing functionality.• Attend to client needs and ensure their timely, accurate and courteous billingcycles services.• Deploy Business Intelligent (BI) on existing system by providing analyticalmanagement report using Crystal Reports and others automated processes.• Utilized Visual Basic 6.0, MS SQL 2000, ASP and Crystal Reports in the design.• Responsible for monthly billing generation, invoicing & support for wholesalesagents.• Database maintenance and backup to ensure 99.99% uptime.• Coordinate and support Technical Team for to deliver 100% data integrityprocess. I.e. accurate raw calls records data & customer information.• SQL Scripting for data massaging and processing.

Selangor, Malaysia

Responsibilities• Develop, maintain, support and troubleshoot the Call Billing System.• The Call Billing System was developed using ASP as programming language, MSSQL as the database and Seagate Crystal Report as the reporting tools.• Involved in development on the T-SQL code change, Crystal Reportcustomization & ASP code changes.• Support billing system inquiry and request from various departments.• Technical software and PC hardware support.