Lance Chee Email & Phone Number

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

Escalation Manager for Customer & Cloud Operations responsible for Guidewire Software's Escalation Response Management; leading internal & external rapid response to high severity incidents. In addition; drives definition, training and improvement of consistent practices to minimize potential escalations; includes collaborating and partnering with the entire organization and other departments to drive action and foster growth.

Selangor, Malaysia

• Established & Managed the Director Office Team in support of the Managing Director, Board of Directors & Senior Management Team in running, managing and developing long term strategies to grow the business; prioritizing on Future Growth Opportunities and Strategy & Execution initiatives.Achievements:• Put in place, Stakeholder Management that ensured clear goals, responsibilities and accountability that resulted in improved Business Processes.

Cyberjaya, Malaysia

• Supported global senior leadership engagements with employees and external stakeholders in written and spoken form through professionally drafted messages & scripts that adhere to corporate guidelines.• Point of contact on the global management of communications, providing consultation and guidance on messaging, the full range of existing internal communications channels and developing new activities as appropriate.• Organized & hosted the monthly Town Hall meetings; scheduling, providing presentation material, completing feedback reports and providing on-site support when there are F2F meetings.• Managed timely & accurate ITSM Reporting for the production of slidepacks & executive summaries that communicate service delivery, service quality and service improvement updates; go-to-green actions are acquired where required.• Participated in Service Review meetings; assuring the service(s) delivered, aligned to the requirements of both IT (Shell) and ultimately the Business / Customer community. The meeting enables Continual Service Improvement and refinement to take place and be formally tracked.Achievements:• Conducted over 10 virtual town halls annually in the past 3 years to over 100 participants each time, across 3 regions; delivery teams’ performance, news & announcements were shared with the global team to align focus on goal prioritization.• Continuous improvement in delivery team cohesion evidenced by reduced escalations and improved SLA performance year-on-year acknowledged by the Leadership Team.• Significant reduction in ad-hoc queries from both internal & external stakeholders following aggressive promotion of Self-Help SharePoint Knowledge Base and regular pre-emptive sharing of operational updates via short communication bulletins.

Cyberjaya, Malaysia

• Championed Shell HSSE Induction and LSR trainings at DXC Learning & Development sites.• Oversaw Incident Management and Reporting through Shell Fountain Incident Management tool.• Strengthened HSSE awareness and promotions within the delivery community by highlighting good behaviours & coaching incidences of breach; regular Safety walkabout, HSSE compliance exercises; audit inspection at least once every quarter. Delivered mediation & consultancy services;these contributed to low HSSE incident occurrence.Achievements: • In 2016, led the organizing committee as chairperson, to the biggest & most successful Safety Day event in the history of the Shell Account; over 500 employees in the campus were involved as participants or spectators in talks, fitness challenges and numerous booth activities including from the district police department.• Successfully achieved “goal zero”, where preventable incidents were avoided resulting from proactive reporting and rectification by the campus facility management team.

Cyberjaya, Malaysia

• Acted as a single point of contact for the critical escalations including all related communications, investigations, documentation and implementation of agreed remedies and preventative measures.• Championed stakeholder engagement & management by chairing, facilitating and participating in review meetings; agreeing and allocating an appropriate incident prioritization code upon notification of major incidents. • Developed and enhanced client and stakeholder rapport by maintaining close relationships with resolver groups in internal and external teams, client contacts and escalation support channels.Achievements: • Halted the drastic increase in the rate of incidents becoming situations due to unexpected high attrition rate in the Asia-Pacific region.

Cyberjaya, Malaysia

• Supported global senior leadership engagements with employees and external stakeholders in written and spoken form through professionally drafted messages & scripts that adhere to corporate guidelines.• Point of contact on the global management of communications, providing consultation and guidance on messaging, the full range of existing internal communications channels and developing new activities as appropriate.• Organized & hosted the monthly Town Hall meetings; scheduling, providing presentation material, completing feedback reports and providing on-site support when there are F2F meetings.• Managed timely & accurate ITSM Reporting for the production of slidepacks & executive summaries that communicate service delivery, service quality and service improvement updates; go-to-green actions are acquired where required.• Participated in Service Review meetings; assuring the service(s) delivered, aligned to the requirements of both IT (Shell) and ultimately the Business / Customer community. The meeting enables Continual Service Improvement and refinement to take place and be formally tracked.Achievements:• Conducted over 10 virtual town halls annually in the past 3 years to over 100 participants each time, across 3 regions; delivery teams’ performance, news & announcements were shared with the global team to align focus on goal prioritization.• Continuous improvement in delivery team cohesion evidenced by reduced escalations and improved SLA performance year-on-year acknowledged by the Leadership Team.• Significant reduction in ad-hoc queries from both internal & external stakeholders following aggressive promotion of Self-Help SharePoint Knowledge Base and regular pre-emptive sharing of operational updates via short communication bulletins.

Cyberjaya, Malaysia

• Championed Shell HSSE Induction and LSR trainings at DXC Learning & Development sites.• Oversaw Incident Management and Reporting through Shell Fountain Incident Management tool.• Strengthened HSSE awareness and promotions within the delivery community by highlighting good behaviours & coaching incidences of breach; regular Safety walkabout, HSSE compliance exercises; audit inspection at least once every quarter. Delivered mediation & consultancy services;these contributed to low HSSE incident occurrence.Achievements: • In 2016, led the organizing committee as chairperson, to the biggest & most successful Safety Day event in the history of the Shell Account; over 500 employees in the campus were involved as participants or spectators in talks, fitness challenges and numerous booth activities including from the district police department.• Successfully achieved “goal zero”, where preventable incidents were avoided resulting from proactive reporting and rectification by the campus facility management team.

Cyberjaya, Malaysia

• Ensured communications messages are consistent across all channels and work closely with external communications teams to align internal and external messages to minimize ambiguity.• Organized & hosted the monthly Town Hall meetings; scheduling, providing presentation material, completing feedback reports and providing on-site support when there are F2F meetings.• Participated in Service Review meetings; assuring the service(s) delivered, aligned to the requirements of both IT (Shell) and ultimately the Business / Customer community. The meeting enables Continual Service Improvement and refinement to take place and be formally tracked.• Drove completeness and process documentation revision for all team responsibilities (listed on the RASCI) so that back-up resource(s) can perform required duties when the primary staff is unavailable.Achievements:• Key contributor to establishing formal Communications Strategy across the entire account resulting in less distraction (from internal & external Reporting & Communications queries) for delivery teams from their critical operational activities.

Cyberjaya, Malaysia

• Collaborated closely with IT leadership and global delivery towers in order to leverage data to drive organizational performance and efficiency, continuous improvement, and increased customer satisfaction.• Created data visualizations, analysis, and dashboards in aid of regular IT Service Delivery review by senior leadership.• Oversaw technical support for existing reports, dashboards or other tools; proactively maintaining data quality and integrity at all times; maintained & made easily available, a repository of archived performance reports.• Developed ad-hoc reports, that are often critically time sensitive, to conduct data analysis and validation on demand.• Accountable for performance & service level reports; these reports will collectively show IT compliance or degree of non-compliance to agreed service levels.• Led regular meetings with global delivery teams and business focal points to review existing reports and propose new ones.

Cyberjaya, Malaysia

• Supported various Shell Business Applications; primarily in-house applications like CROSS & IVR.• Conducted application testing, build test scripts, support client application testing, and collect and summarize test data.• Provided application maintenance and support to minimize service disruption and simplify operations;investigate and resolve issues with software applications by diagnosing root causes.

Cyberjaya, Malaysia

• 1st level Global Call Center analyst providing technical assistance and support for incoming queries and issues related to IT related issues including, but not limited to, computer systems, network, mobility, software, and hardware. • Respond to queries over the phone or email and create/manage the ticket for the issue; follow-up until the issue is resolved before closing the ticket.• Contribute solutions & best practices to the global knowledge base.

Kuala Lumpur, Malaysia

• Responsible for planning, execution & management of all IT and Communication needs of the Samsung KL Offices. Established & supported an Intranet and remote support infrastructure.• PABX system maintenance, administration & support.

Subang Jaya, Malaysia

• Planning, Implementation and Maintenance of Corporate Client IT, Network and MIS systems.• Successfully helped in proposing, securing and maintaining a number of corporate accounts.