Nicholas Lim Email & Phone Number

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

Serenova is a Global Provider of True Cloud Contact Centre as a Service solutionsAs the Head of Services APAC, I am responsible for providing pre-sales support, overall service delivery, customer support and customer success management. I am the conduit between the customer and product engineering which includes assessing the customers’ business needs and championing the creation of new features for the platform. From July 2017, I have sold and delivered 42 bespoke Cloud Contact Centres for customers, growing the Serenova APAC business from 12 seats to 1800 seats in the region with an average monthly call volume of 320K and 380 hours of talk time per month.

Sydney, Australia

- IT Souring Projects and initiatives included managing the end-to-end RFP process for multiple large scale projects e.g migration from legacy hosted infrastructure to AWS redshift, RFP for Cloud Data Analytics Solution, migration from legacy perpetual licensing agreements to SaaS Cloud agreements- Contract Management support - Provided a conduit to vendors to maximise the organisations spend

The Client Services Director is responsible and accountable for the service delivery and service operations of the UCaaS platform, new business development and organic revenue growth. Achievements:• Created, developed and launched the company’s UCaaS Platform for the Australian Market• Developed commercial structure for direct and indirect channel partners• Designed and implemented the end-to-end customer support structure

Sydney, Australia

The Business Manager Role in BTGS is unique in the industry due to the operational P&L accountability, the business development responsibility, service assurance and service delivery responsibility. Responsibilities:o Developed and delivered profitable revenue growth for the APAC region for global accountso Managed the performance and development of the 5 Contract Managers in APAC o Full P&L Accountability (GBP 18M Rev 32% EBIT), cash-flow, debt management, finance reportingo Strategic Sourcing and Vendor Management APAC (CISCO, Dimension Data, OPTUS, Telstra, Spark Digital – formerly TNZ)Provided business changing ICT managed services solutions to:o Global FMCG – (Australia and New Zealand: GBP 3.1M p.a) o Hygiene Manufacturing organisation (Australasia & Sweden: GBP 1.47M p.a)o Ports management organization (Australia, Americas & UK: GBP 1.38M p.a) o GSM Handset provider (APAC & MENA: GBP 600K p.a ) Achievements:o Consistently grown one of BTGS global customers for the APAC region from GBP11M to GBP 18M revenue p.ao Maintained and achieved targets while executing a significant business restructure programme, migrating roles to a shared services model and transforming the business operationso Individually architected the deal, pursued and delivered BT Australasia’s largest customer wins in 2007 worth GBP 5.7M o Recovered an inherited poor performing contract from -27% gross margin to positive 11% EBIT in 12 months and delivered GBP 1.47M in annual revenueo Developed and deployed a full IPT System for 2000 users across ANZ and Enabled the clients’ Customer centre to engage with Salesforce.com by implementing an IP Contact Centre systemo Managed APAC contracts, covering the region and MENA (Middle East North Africa) delivery of a GBP 6.5M p.a portfolio and 30% growth achievement

Btgs North & South East Asia

Responsibilities:o Accountable for the Singapore, Hong Kong and Malaysia managed contractso Provided business changing ICT managed services solutions to:o GSM Handset provider, annual revenue USD 3.6Mo Outsource Call Centre, annual revenue GBP 1.7Mo In-source Call Centre, annual revenue GBP 2Mo Outsource Call Centre, annual revenue USD 900KAchievements:o Delivered an EBIT 26% from a -5% on BT’s largest client in Region, USD 3.6M in revenue p.ao Recovered USD 1.2 million of 365 days age debt in 8 months while managing to retain and grow the customer’s business to IPO and delivering 22% EBITo Lead project manager for BT’s GBP 1.2M humanitarian initiative in Indonesia for the December 2004 Tsunami; interfacing with local Government, Military and incumbent Telecoms provider, managed to deliver the fastest Satellite communications build, relative to the size, in BT history in a disaster area

Bangkok, Thailand

Responsibilities:o Delivery of major programmes – Customer Contact Centre, GPRS Network, Strategic and Commercial programmeso Strategic Projects – Delivered high ARPU products into the Thai market place: Blackberry, Smartphone, Bluetooth WAN & MMS, individually developed the business case, designed the programmes of work and managed the cross-functional delivery teamsAchievements:o Individually developed the strategic business case, designed the project rollout and managed a cross-functional delivery team of 30 staff to deliver the GPRS Network on time and under budgeto Nationwide Retail Rollout programme – launched 250 retail outlets in-time for early launch

Bangkok, Thailand

Responsibilities:o Delivery of the business readiness programme which encompassed end-to-end, cross functional stakeholderso Manage the functional programme managers and the functional business directors to complete the systems tests for launcho Manage 70 KPMG consultants who were deployed throughout the business in all functionso Developed the programme of work, work breakdown structure, determined the deliverables, crisis management plans and presented progress reports to the executive board o Managed the triage, post-launch activities from the PMOAchievements:o Delivered the cross-functional business systems for go-live earlier than the deadline

Bangkok, Thailand

Responsibilities:o Manage multiple project initiatives for the customer management functiono Act as the primary interface between the customer management director and the executive steering groupo Developed and managed PMO standards, procedures and methodology; issue escalation process etc.o Managed cross-functional teams of project managers to deliver the customer management business function imperatives such as billing processes, business rules project, call centre KPIo Developed contingency and business continuity plansAchievements:o In-conjunction with the function directors, streamlined the core deliverables achievable to launch the business and designed the follow on post-launch programme phases

Kuala Lumpur, Malaysia

Responsibilitieso Develop and grow the Consulting division for the companyo Develop a new revenue stream with higher value added business deliverables which significantly increased margins on engagementsAchievements:o Managed, trained and mentored the consultants, providing them with the skill sets to develop a client engagement which included Assessing the client’s context and developing the strategic direction for the clients’ e-Commerce initiatives

S.E Asia

Responsibilities:o Provide Project Management support on engaged projectso Design, build and implement solutions for clientso Provide mentoring to analystso Design and developed the customer services department strategy and execution plan for the incumbent Telco providero Developed the Programme Plan for the proposal of a nationwide rollout to a standardized IT system for all the government departments, across the government departments with the exception of Military: Customs, Immigration, Federal Police etc.Sample list of clients:o IComms – Telecom Malaysia (incumbent Telecommunications provider)o RHB & SIME Bank Merger Nationwide Transformation Project (Merger & Acquisition Retail Banking)o Malaysian Administration Ministry Planning Unit – Manpower planning, IT diffusion Strategy (Prime Minister’s Department)Achievements:o Successfully completed the Merger & Acquisition of 2 Major retail banks on-time and within budget

Bachelor Of Science - Bs, Speech Communication And Rhetoric

Bachelor Of Science, Communication And Business Management

Bachelor of Science in Communication and Business Management