Paul Ho Email & Phone Number

Belmont, Ca, Us

Working within a fast paced, global, dynamic, and progressively top performing professional services team, I lead the implementation of contact centre technology across multiple regions including Australia, Asia, US, and Europe. Delivery:• Collaborating with global and domestic businesses on consultative contact centre design.• Building and configuration of multiple contact centre technology infrastructures and solutions.• Supporting User Acceptance Testing (UAT) through informative and clear guidance.• Delivery of training and coaching.• Supporting change management to go live.• Assisting businesses to optimize the utilization of delivered technology solutions through Post go live support.• Ongoing Business Development.Technology: (PS Engineer) RingCentral • RingEX – AI cloud communications • RingSense for RingCX – AI Analytics• RingCX AI omnichannel contact centre• Nice InContactProducts:• Multichannel Communication• Automatic Call Distribution (ACD)• Interactive Voice Response (IVR)• Call Recording (storage options include AWS S3 or Self-managed Azure)• Real-time Reporting and Interaction Analytics• Workforce Management (Professional / Advanced)• CRM Integration (MS Dynamics 365, Salesforce, Zoho CRM, HubSpot)• Automatic Speech Recognition (ASR)• Computer Telephony Integration (CTI)• Outbound Dialing (Manual, Preview, Progressive and Predictive)• Quality Management (Professional / Advanced)• Omni-channel Routing• Live chat / chat-bot (Generative AI)• Integration APIs• Compliance and Security (including PCI DSS, HIPAA and GDPR)• Mobile Accessibility

Sydney, New South Wales, Au

Leading Customer Experience and Contact Centre Operations across multiple industry and government sectors.Solution design and implementation to improvement strategies and ongoing management of Contact Centre operations and Customer Experience. Key Responsibilities• Contact Centre solution design, delivery and management• Stakeholder management• Design and development of digital, multi-channel and omnichannel strategies• Business success strategy planning• Process, Change, ERP and WFM training• Customer Experience and Life-cycle Management• Contact Centre solution design and deliveryProjects and Achievements• Design, implementation and management of vendor and inhouse contact centre operations for CES (Container Exchange Services)• Contact centre design & Implementation for Ability Options• Contact centre cloud technology customer on-boarding for ContactSPACE• State implementation of Quitline and Parent Birth Baby Support contact centre operations for Health Direct Australia• Customer care solution (contact centre) design and implementation for InvoCare• Commonwealth and State government contact centre operations and vendor management for Health Direct Australia• Successful design and implementation of the customer experience life-cycle strategy• National support and service training design and delivery

Fairfield East, Nsw, Au

Design, implementation and head of Centralized Customer Support and service contact centre solutionKey Responsibilities• Centralize customer support and sales for Australia, New Zealand and New Caledonia• Design and deliver customer support training across Australia and New Zealand• Implement NPS• Manage customer support and sales across Australia, New Zealand and New Caledonia• Introduce Change management • Working with HR, Finance, Quality and Customer support to meet operational objectives• Cultural development and coaching• Design and implementation of QMS• Komatsu Customer Support Centre design and setup• Work with management team on rollout of KAZEN programmeProjects and Achievements• Design and build and operational management of a $1.2M Contact Centre solution• Design and delivery of Customer Interaction Programme to 350 employees across AUS & NZ• Setup and delivery of NPS (Net Promoter Scoring) across AUS, NZ and NCAL• Centralization of customer sales and service to the Komatsu Customer Support Centre• Implementation of regional reporting solution

Mascot, New South Wales, Au

Design, implementation and management of the national customer support centreKey Responsibilities• Management of Contact Centre operations• Implantation of improvement strategy• Recruitment, training, coaching and cultural development in collaboration with HR• Setup and ongoing management of SLA’s and KPI’s• Implementation of quality and best practice solution• Management of real-time and forecast Contact Centre matrix• Ongoing Contact Centre operational analysis• Working with OHS team in delivery of Safety solutions internally and to the fieldProjects and Achievements• Design and implementation of customer support centre• Relocation of customer support centre • Recruitment, training and coaching of customer support team• Delivery of OHS service solution • Implementation of reporting solution• Design and rollout of QMS (Quality Management Solution

Leading offshore and multi-regional call centre support and sales operationsKey Responsibilities• Leading four Call Centre Sites. 300 FTE's, Mangers and Team Leaders• Financial and NFP industry sectors• Accountability for delivery of customer support strategy and interactive solutions• Setup and ongoing management of Client SLA's and Business KPI's• Leading cross cultural and multi skilled teams across AUS, Asia and Europe. • Providing leadership and coaching to direct reports• Establish and ongoing management of quality solutions and process management systems• Implementation and ongoing management of reporting structure• Management of best practice implementation• Delivery of business operational strategy solution in alignment with business directives• Escalation point for Client/Customer issues• Ongoing analysis & delivery of improvements to operations and utilization of operational data• Work Force Management/ Optimization strategy• Leading CRM, CTI and Telephony technical management solutionsProjects and Achievements• Setup of offshore customer sales and support operations in Manila• Expansion of existing Australian operations adding a site in Tasmania• Establishment of offshore team in Philippines• Setup of QMS (control and assurance) structure• Redevelopment of UK Call Centre• 45% increase in business revenue

Paris, Île-De-France, Fr

BAU management of Contact Centre operationsKey Responsibilities• Recruitment, Training and Coaching of teams and direct reports• Contact Centre matrix management• Financial, Insurance, Media and Hospitality industry sectors• Working independently and in alignment with HR, Finance, IT and Quality• Management of quality control and assurance • Leading implementation & management of Operational SLA’s and KPI’s Budget Management• Technical support (CRM, CTI and phone) and point of escalation of technical issues• Client service delivery• Management of reporting systems. Delivery of internal and external reporting• Ongoing analysis & delivery of recommendations for improvements to operations of dataProjects and Achievements• 50%+ growth in operational activity• Introduction of Quality management• Implementation of over 30 Inbound and Outbound campaigns• Delivery of reporting• Setup of offshore campaign (India)• Operational Introduction of new technology

Degree, Marketing

Lean Six Sigma Certification