Mr. Charmond Tsang C.L.
MBA, BEng, MIEE
Tel: (86) 133333333333 / (852) 1234-*****
E-mail: ******@netvigator.com
PROFILE
10 yrs Call Center veteran; China experience, Guru in Business Operations an d Sales & Marketing
A self-motivated an d dynamic senior executive with 19-year of regional management an d international experience. Extensive experience working with Call Center/Telecom/CRM services an d outsourcing in the Telecom/Finance/IT arenas.
Experienced in contract management, business development, an d operations consulting. Held various senior positions in business development, sales & marketing an d operations in CRM outsourcing service provider, ISP, Telcos, equipment vendor an d billing system vender.
PROFESSIONAL EDUCATION
Master of Business Administration (MBA) 1991 - 1994
- - Hendon Business School, University of Middlesex, London, UK
BEng (1st Class Honour) in Electronics Engineering 1987 - 1989
- - University of Middlesex, London, UK
- - Awarded R20;The Institution PrizeR21; by the Council of IEE
EMPLOYMENT HISTORY
Shanghai VavoTelecom Co. Ltd. (Shanghai, PRC) (a local partner of PCCW Teleservices Ltd.)
Vice President
Achievements an d Responsibilities
Built an d led the developed of a new telecom Value Added Services business unit. Launched a new Telecom VAS service in Shanghai. Established effective sales an d service channels.
Evaluated an d managed business partners such as major telecom operators an d equipment vendors in China. Ensured service delivery according to SOW an d contracts.
Act as the Technical Director, performed vendor evaluation an d on-going improvement on the IN an d SSP platforms.
Ensured the business processes meet varies service KPIs an d budgets, such as service provision lead time, customer satisfaction index, billing accuracy an d quality index.
Nuvigo Corporation Sdn. Bhd., Malaysia 3/03 to 4/04
General Manager
Achievements an d Responsibilities
Developed new business opportunities with major telecom clients in Malaysia, focusing in Call Center/Telecom/CRM an d IT outsourcing an d consulting services.
Worked with local SI partners to jointly develop solutions an d managed major clientsR17; relationship on an executive level.
Delivered CRM consultation project for an insurance company to enhance their customer servicing effectiveness an d efficiency.
PCCW, HK 8/02 to 2/03
Assistant Vice President R11; Business Development
Achievements an d Responsibilities
Assumed the role of Operations Head, managed the operations an d delivered the KPIs of the Malaysia call center team.
Adopted the Balanced Scorecard framework, improved the first contact resolution by 10% an d improved productivity by 15% while maintained the operating budgets.
Built an d developed new customer in the Telecom/IT sectors across Asia Pacific region covering mainland China, Taiwan, Hong Kong, Singapore an d Malaysia.
Led project teams an d sales consultants to deliver professional consultation to major Telecom clients.
Managed major clientsR17; relationship on a senior level; identify potential business opportunities an d partnership arrangement.
Secured major contracts with blue chip clients on large scale IT/CRM outsourcing services.
Major Projects Reference
A Major Mobile Operator in Malaysia - Successfully won a multi-million operations consultation contract of a 200 seats call center facilities.
A Major Telco in Malaysia - Provided business consultation of its Call Center rationalization an d consolidation project with over 1,000 seats an d multiple locations.
A Leading Mobile Operator in Malaysia - Provided marketing an d business consultation to the formulation of its loyalty program strategy.
CLP Telecom, HK 5/01 to 12/01
Senior Call Center Manager
Achievements an d Responsibilities
Led a team of 30 professional sales an d service consultants to achieve company KPI an d sales target.
Increased the productivity of the call center by 30%. Doubled the call center call handling capacity with 53% increased in resources.
Managed 3rd channel partners such as telemarketers an d direct sales to promote ISP services to targeted consumer market.
Developed sales strategies across direct sales/telesales/channel sales partners for internet services.
Fully responsible for the implementation, management an d operations of the multi-media CRM call center to achieve companyR17;s sales targets.
Built an d trained up the telemarketing skills of the in-house sales consultants.
Perform on-going coaching, motivation an d training to enhance the selling skills of the subordinates.
Led the development an d formulation of the companyR17;s CRM initiatives. I
Implemented multi-media CRM projects in the Contract Center environment to achieve company sales an d services objectives.
PCCW Teleservices, HK 1/98 to 5/01
Call Center Outsourcing BU - Head of Sales & Marketing
Achievements an d Responsibilities
Full P&L responsibility of the business unit.
Led a team of professional Sales Managers an d Marketing Managers to meet $140million annual revenues target.
Built from scratch an d gained 30% market share in telemarketing service in the insurance sector.
Won an d implemented a major CRM/IT outsourcing project from a major global bank R11; First of this kind in the HK market.
Responsible for the management of the Product Marketing team.
Development of marketing strategies. Determined market position an d drove the implementation of various marketing tactics to achieve the marketing objectives.
An active company spokesman, a guest speaker at international conferences an d was interviewed by major newspapers in HK.
Major Projects Reference
A Global Banking Group in HK
Successfully won an d launched a multi-million CRM contract for a global banking group in HK.
Sold to the Head of the banking group; applied innovative consultative selling skills to identify an d overcome major road blocks.
Take up the role of a project director; overseeing the implementation from pre-sales to operations.
Pro-sell acCount servicing an d managed the clientR17;s expectations on operational performances on an on-going basis.
Major IPO projects in HK
Successfully won large scale CRM contracts for handling IPO for a major blue chip company an d the HK government.
Applied innovative selling skill, prepared sales strategic to win the contract from a competitive tender.
Positively contributed to the profit margin of the company.
A Major Bank from the UK
Successfully sold an d 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 clientR17;s requirement an d 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 an d pro-sell support to call center customers.
Explored business opportunities to enhance the Call Center services with CTI functionality.
Held an d orgainsed the first Centrex based Call Center seminar in HK.
Senior Solution Consultant - Sales & Marketing Division
Advised an d assisted Product Marketing in the development of Centrex services. Evaluated CPE based ACD an d IVR products.
Built relationship with IVR an d computer vendors to prepare for integrated CTI development. Responsible for developing an d designing various customised call center applications.
Coordinated with sales team to make formal presentations to the customersR17; senior management. Assisted Sales to prepare special pricing scheme for non-standard services.
Developed proposals an d special bids for large-scale telecom projects. Collaborated with internal parties an d clients to resolve outstanding bids an d 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 R11; DMS product
PCCW, HK (formerly known as Hong Kong Telecom Ltd) 6/83 to 8/87
Senior Technical Officer
CONFERENCES an d PUBLICITIES
Call Center Management Symposium 2000 28-30 March 2002
Organiser: Hong Kong Call Center Association
Venue: Hong Kong Convention an d Exhibition Center, Hong Kong
Topic: Grow Your Business through Call Center Outsourcing: Cases Sharing
CRM an d Call Center Conference
Organiser: IBC Asia (S) Pte Ltd, Singapore
Venue: Island Shangri-la, Hong Kong
Topic: Case studies on successful CRM project Management an d 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 an d OTHER INFORMATION
Languages:
Fluent in English, Mandarin an d Cantonese
General Management:
Leadership an d team building, new operations development
Operations management R11; sales an d servicing team
Business Operations, Sales, Marketing, an d Analytical Skills:
Contact an d Vendor management
Financial analysis; bids an d tenders preparation
Key acCounts an d channels management
IT an d Technical Skills, including:
Strong understanding of technology, computers an d IT industry.
Strong understanding of voice an d networking products
Mobility:
British citizen an d HK permanent resident. Free to travel in the AP region.
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