Kevin Tiew Email & Phone Number

Kuala Lumpur, Malaysia

Kuala Lumpur, Malaysia

• Strategize, plan, drive and lead a team in delivering periodic business performance reports, forecasting and reviewing exercises for merchant business across key markets in Asia Pacific.• Lead, facilitate and collaborate with stakeholders ensuring marketing campaigns achieve overall business strategic objectives and plans.• Establish identified audience via customer segmentation, perform pre & post campaign analytics, perform market and competitor reviews and analysis, profitability analysis, budget allocation, workforce planning and recommend proactive measures to address shortfalls.• Manage and monitor overall workforce productivity for remote relationship managers (outbound telesales team) based in Kuala Lumpur.• Responsible for managing operating expenses to meet budget target, allocation of budget, provisions, financial planning & forecasting for overall department.• Lead change management initiatives and technology advancements to create business efficiencies.

Kuala Lumpur, Malaysia

• Champion for global accounts servicing and processes in JAPA region.• Responsible for operational & analytic support for client management group and key accounts for world's leading brands.• Proven track record in analyzing and resolving complex financial and operational issues key multinational account.• Execution of business and compliance audit projects.

Kuala Lumpur, Malaysia

• Drive customer loyalty and retention for Singapore premium card products segment • Help card members to maximize American Express Cards value propositions and increase American Express Cards billings• Specialized in customer relations and retention trainings for premium card products segment• Provide floor support and coaching to team members and handle service escalations• Awarded 2007 Best Contact Centre Supporting Professional Award (Finalist), CRM & Call Centre Association of Malaysia (CCAM) – Being recognized for outstanding contributions in leading the customer relations and retention training delivery• Nominated for 2006 Best Contact Centre Telemarketer Award (Nominee), CRM & Call Centre Association of Malaysia (CCAM) – Being nominated and recognized for accomplished outstanding performance results in outbound telemarketing activities to drive customer loyalty and retention for Singapore premium card products segment

Singapore

- Responsible for overall centre’s day-to-day operations and ensure consistency in service delivery across all departments- Leading a team of Customer Care Executives for frontline servicing and back office support- Attending to escalated customer feedbacks and complaints with appropriate resolutions to ensure customer satisfaction while protecting the company's interests.- Operating expense management and forecast

Singapore

Responsible for overall operations resource planning and utilization to achieve business goals, eg. Course schedules, facilitators / lecturers, classrooms and facilities.

Singapore

- Sell-in trainings for IT certifications and distant learning education programs for universities from Australia and the United Kingdom- Provide education consultation and conduct education seminars to help potential customers in selecting the most suitable program

Singapore

Provide frontline customer service and administrative support to students, eg. Program enrolment, program deferment, examinations related matters, payments, international student support

Bachelor Of Information Technology, Networking

Diploma, Computer Science