Jonathan Su Email & Phone Number

London, Gb

Greater Guildford Area, United Kingdom

- Working diligently as the Global Lead for service quality data analytics to bring together, coordinate and motivate a global quality reporting team to provide reporting / analysis for customers and other stakeholders, successfully facilitating business process enhancements and performance optimisation- Spearheading and overseeing all operational improvement and customer satisfaction initiatives to ensure proper implementation, swiftly resolve any issues and provide exemplary customer service at all times- Achieved an exponential improvement of NPS scores from a negative to a positive industry leading B2B score - Customer onboarding significantly reduced from an annual target to a monthly target- Managing the internal and customer facing global service SLAs and KPIs including service availability and incident management by coordinating operational activities, thoroughly analysing failures to identify root issues and developing practical, resilient solutions in cooperation with technology teams - Developed and successfully delivered the global NPS and customer experience programme for global IoT with outstanding results and within established timeframes- Properly implemented a touch point NPS and a dedicated NPS IoT programme to augment operations in innovative ways with technologies not utilised previously by the company; New features facilitated the gathering of additional information used to improve customer satisfaction, boost customer retention and properly handle customer complaints- Managing multiple global cross-functional teams to successfully deliver operational improvement initiatives- Implementing effective monitoring processes for the Global Service Desk to accurately measure performance against agreed incident SLAs and apply appropriate solutions in a timely fashion

- Skilfully managed complex customer and other stakeholder relationships to ensure a mutual understanding on all relevant issues, cultivate a trusting professional environment and swiftly implement effective solutions - Analysed and utilised customer feedback to determine further course of action; Future IoT offerings include new features, augmented resilience and enhanced reliability- Projected a professional, reliable company image resulting in successful contract resigns with multiple FTSE 100 / 250 companies- Managed and oversaw all service-related aspects of company bids from pre-sales to contract delivery- Won multiple bids from small value multi-country to multimillion € global bids with various companies - Successfully delivered multimillion € complex customer service solutions and design of global business processes for global customers - Worked closely with internal and external stakeholders to identify areas of potential improvement within the delivery process, develop appropriate solutions and implement enhancements in a timely fashion- Reduced time required for transitioning customers into BAU from an average of months to weeks- Developed and spearheaded continual service improvement initiatives to enhance operational cost-effectiveness and maximise customer satisfaction- Secured additional multi-country contracts with customers initially dissatisfied with company services - Reviewed, accurately identified and thoroughly analysed ineffective processes - Improved operational efficiencies and quality of service

- Established and managed a product portfolio worth over $125 million by liaising with various stakeholders from FTSE 100 Companies to leading Chinese ODMs, adapting operations according to customer needs and delivering high-quality, individually-tailored services- Initiated semi-annual service reviews with leading blue chip, retail clients and formalising account planning to ensure application of best industry practices to exceed revenue targets in a tough economic climate- Developed and implemented accurate forecast models to determine Global factory builds- Worked in close cooperation with a Global team based in EMEA, China and APAC