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Positively contributed to the profit margin of the company.
A Major Bank from the UK
Successfully sold and won a multi-million contract for a regional B2B internet exchange portal support center.
Positively contributed to the company profit margin.
A Leading Mobile Phone Manufacturer
Won a long term customer care CRM project from a competitive tender
Negotiated the contract with the head of the client; assessed client’s requirement and developed a win-win situation for both companies.
Wharf T&T Limited, HK 12/95 to 1/98
(formerly known as New T&T Hong Kong Limited)
Call Center Product Manager - Commercial Operations Division
Responsible for the development of Nortel Switching services. Pre-sales and pro-sell support to call center customers.
Explored business opportunities to enhance the Call Center services with CTI functionality.
Held and orgainsed the first Centrex based Call Center seminar in HK.
Senior Solution Consultant - Sales & Marketing Division
Advised and assisted Product Marketing in the development of Centrex services. Evaluated CPE based ACD and IVR products.
Built relationship with IVR and computer vendors to prepare for integrated CTI development. Responsible for developing and designing various customised call center applications.
Coordinated with sales team to make formal presentations to the customers’ senior management. Assisted Sales to prepare special pricing scheme for non-standard services.
Developed proposals and special bids for large-scale telecom projects. Collaborated with internal parties and clients to resolve outstanding bids and project issues.
PREVIOUS EMPLOYMENT：
Convergys, UK (formerly known as Cincinnati Bell Information System - CBIS) 2/95 to 11/95
Analyst
NortelNetworks, UK (formerly known as Bell-Northern Research) 2/90 to 1/95
Software Engineer – DMS product
PCCW, HK (formerly known as Hong Kong Telecom Ltd) 6/83 to 8/87
Senior Technical Officer
CONFERENCES AND PUBLICITIES：
Call Center Management Symposium 2000 28-30 March 2002
Organiser: Hong Kong Call Center Association
Venue: Hong Kong Convention and Exhibition Center, Hong Kong
Topic: Grow Your Business through Call Center Outsourcing: Cases Sharing
CRM and Call Center Conference
Organiser: IBC Asia (S) Pte Ltd, Singapore
Venue: Island Shangri-la, Hong Kong
Topic: Case studies on successful CRM project Management and Implementation
PCCW Teleservices 1st Anniversary Press Conference 11 October 1999
Venue: PCCW Conference Room, Wanchai, Hong Kong
Coverage: South China Morning Post, HK Economic Times, Hong Kong Standard
SKILLS AND OTHER INFORMATION：
Languages:
Fluent in English, Mandarin and Cantonese
General Management:
Leadership and team building, new operations development
Operations management – sales and servicing team
Business Operations, Sales, Marketing, and Analytical Skills:
Contact and Vendor management
Financial analysis; bids and tenders preparation
Key accounts and channels management
IT and Technical Skills, including:
Strong understanding of technology, computers and IT industry.
Strong understanding of voice and networking products
Mobility:
British citizen and HK permanent resident. Free to travel in the AP region.