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.
• 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.

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.
• 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

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

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

• 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.

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

Degree, Marketing

Lean Six Sigma Certification