Steve Yao Email & Phone Number

Sydney, New South Wales, Australia

Sydney, Australia

- Executed the overall vision and strategic plan for the customer care & support organization, developed and implemented world-class technical support services, and led technical support teams in Sydney, London, and Denver to provide exceptional customer support services.- Managed escalation of critical customer issues, worked directly with customers, built and maintained strong partnerships with internal stakeholders, including R&D/PM, Consulting & Sales to ensure timely resolution and customer satisfaction.- Achieved KPIs including Maintenance Revenue & Renewal Rate, Budget, CSAT, NPS, and Customer Care through effective team management and strategic initiatives.

Sydney, Australia

- Defined and drove performance standards and process improvements across the APJ technical support organization, resulting in increased efficiency and productivity.- Built strong relationships with strategic customers in APJ to ensure recurring revenue and promote customer satisfaction.- Managed and led support teams in Sydney, Canberra, Singapore, and Hong Kong to provide exceptional technical support services and meet or exceed KPI's including Maintenance Revenue, CSAT, Resolution Time, and Support Backlog.

Taipei City, Taiwan

- Achieved revenue and profitability targets by growing new and existing accounts and effectively utilizing direct reports.- Ensured successful delivery of consulting services through effective engagement and customer management.- Led scoping, sizing, and estimating efforts for assigned engagements.- KPI's included Services Revenue, Profitability, and Billable/Utilization Rate.

Singapore, Australia, San Francisco Bay Area

- Provided 1st and 2nd level support to HP NonStop mission-critical customers in Asia Pacific and North America- Worked closely with R&D teams on escalated issues/bugs/defects for resolution- Measured performance based on KPIs such as CSAT, Resolution Time, and Backlog- Maintained a focus on customer satisfaction by providing prompt and effective technical support- Developed strong problem-solving skills through collaboration with cross-functional teams- Demonstrated excellent customer service skills while adhering to high-quality standards- Confident in my ability to deliver top-notch support to mission-critical customers as a Senior Software Support Engineer.

Taipei City, Taiwan

As a System Support Engineer, I delivered on-site support and managed accounts for HP NonStop customers in Greater China. My responsibilities included:- Providing technical expertise and support to customers, resulting in improved customer satisfaction and retention.- Assisting with sales support activities, including proof of concept, demonstrating solutions, and writing proposals. This helped to increase sales and revenue for the company.

Taiwan