Neil Sun Email & Phone Number

Shanghai City, China

Responsibilities• Manage support relationships with resellers• Drive APAC customer satisfaction• Manage APAC customer support teams, 32 people in 5 countries:18 in China, 4 in Japan, 3 in Korea, 2 in Australia, 5 in Philippines• Run customer support initiatives and projects in APAC• Ensure optimal performance through APAC team collaborations• Lead the IT infrastructure & operations for excellent customer careAchievements• Improve the key customer care KPI, for example:4H Time to Resolution: from 24% in 2019/1 to 69% in 2019/12, target 60%24H Time to Resolution: from 48% in 2019/1 to 84% in 2019/12, target 80%• 0 attrition in 2019, attritions in 2020 and 2021 are all identified in advance• Developed talents, promoted 90% of the leadership positions from internal• Successfully built up a new support team in Manila, Philippines, with our outsourcing partner, achieved higher customer satisfaction and support efficiency with lower cost• Lead the new Customer First business in APAC, successfully transferred the end-users from resellers to 3Shape without compromising the relationship with our resellers• Lead the Cloud infrastructure implementation in China to support local website, product update, and business integration

Shanghai City, China

Responsibilities• Support key projects and critical problems from strategic customers, ensure customer success in their business goals • Coordinate APAC ALM business units and global technical support teams to allocate resources, support, and implement corporate strategies. Optimize processes and improve the efficiency to achieve financial goals • In charge of technical support for ALM solutions, including budgeting, hiring, management, resource allocation, performance, and merit• Manage and coordinate projects across various departments to ensure win-win collaboration and project successAchievements• Build up the team from scratch to support Chinese, Korean, Japanese, and English customers• Experienced two massive global layoffs, keep running the team to ensure customers get effective support with satisfaction• Applied Skill Matrix support model in the team to cultivate collaboration and develop expertise. Customer satisfaction rises 20% from 4 to 4.8 while Time-to-Resolution increased 23% from 52% to 75% in FY’ 17• Implemented ALM solution in Huawei and provided technical support afterward. Get much appreciation from the customer. Each member of the team gets the corporate excellence award

Shanghai City, China

Responsibilities• Provide technical support for institutional security for volume trading, IPO, and daily system update, mostly focusing on real-time data, high-frequency electrical trading strategies, and change review • Coordinate various technical teams in APAC to provide excellent applications and solutions for institutional security • Validate and test deliveries from technical teams, decide whether to accept or rollbackProject• Lead and coordinated 12 technical teams across APAC to technically prepare for the Agriculture Bank of China's IPO and support its volume trading. The IPO transactions went smoothly, and it became the largest IPO in the world at that time.

Shanghai City, China

Responsibilities:• Propose the best solutions for customers based on their business & processes• Setup and maintain SAP systems per customer's requests, set up workflows• Document guidelines, samples &articles in the knowledge base train partners• Automate and improve the workflows and the project management processProject• Deliver Porsche Sales & Aftersales system training for most of their dealers in China and get much positive feedback

Shanghai City, China

Responsibilities:• Implement / Migrate messaging systems for enterprise customers• Troubleshoot problems, identify the causes and provide solutions• Interview new members and present in Tech Talk sessions• Hold brainstorming sessions and lead coaching projects within the team• Responsible for APAC and EU Customers

Master Of Business Administration (M.B.A.), Business Administration, Management And Operations

Bachelor’S Degree, Computer Science