James Chang Email & Phone Number

Apj

- Serve as a strategic advisor enabling the success of Microsoft account teams and customer business goals, through Microsoft offerings. - Contributed, provided leadership in key areas, and partner closely with a diverse group of highly talented and motivated individuals from across the world to secure an Azure commit co-termed with professional services valuing a total of $250m over 5 years. (Fortune 500, consumer goods). - Orchestrate programs across diverse teams spanning across time zones and functions, delivering successful transformation programs. (17k TEAMs rollout, 45k Windows 11 upgrade, 300 M365 Copilot adoption)- Mentored and coached peers through situational leadership, enabling success. - Led strategic improvement programs to improve ASEAN CSU team’s operational efficiency, performance, and impact. - Contribute, provided leadership, and partnered in setting up Malaysia delivery center, cumulating in 20+ headcount growth.

Australia

- Acts as a trusted business adviser to Microsoft’s Premier Support customers, providing Premier Support Services aligned to the customer’s priorities in order to maximize the business value of their Microsoft investment. Responsible for the overall growth, quality and satisfaction of customer's support services relationship.- Successfully piloted a remote center based delivery model for Premier Services in Australia whereby the role is traditionally hosted. Transition was well managed while maintaining and improving customer's satisfaction in the process, minimizing disruptions during the change. - Managed a portfolio of Australian accounts ranging from Small Medium Commercial, Local Councils, Government Agencies, FSI & Partners. - Drove delivery excellence within the team, improving delivery hygiene & team's performance.

Apac & Greater China Region

- Managed multiple internal services ranging from Lead to Order to End customer delivery, wearing different hats in different scenarios given the service maturity level. (deployment & change management, team management, optimization, escalation management). Accountable for services delivery quality & SLA. - Managed stakeholders from delivery & business operations across APAC & GCR. - Key contributor in multiple end to end operation model change while maintaining business continuity. - Drove key insights on field escalations, identifying trends & behaviors to help decision making.

Malaysia

- Acts as a trusted business adviser to Microsoft’s Premier Support customers, providing Premier Support Services aligned to the customer’s priorities in order to maximize the business value of their Microsoft investment. Responsible for the overall growth, quality and satisfaction of customer's support services relationship. - Developed strategy and executed a Local Service Center model to help centralize tasks that could be replicated easily to a delivery center, freeing up time for field team to continue driving high value outcomes. Successfully attain incremented consumption. - Key contributor in shifting Service Center from a localized model to a global model and ensuring business continuity during the transition. - Drove Sales Excellence as a stretch goal. Ensure forecast accuracy, pipeline hygiene and predictability.

Malaysia

- Advocated Microsoft products at customer & partner events, evangelizing Microsoft Surface, Windows & Office suite's value propositions. Anchored Windows 10 pre-launch marketing events focusing on SMEs & Partners. - Lead and executed change of the device loaning process from a manual to a digitally managed model.

Malaysia

- Collaborated with different cultures & nationalities across SEA region through Microsoft's MACH Internship program. - Evangelized Microsoft Surface products to Enterprise customers