Customer Service Manager/ Contact Centre Manager
Resume:
ERIC CHUAH JIN HAN
+601*-***-**** (mobile)
*********@*****.*** (email)
OBJECTIVE
Seeking a career in the management of customer service or technical support field for BPO or in-house environment or any support related field where my 10 years of solid operations management experience combined with a passion for customer satisfaction will bring value and profitability.
PROFESSIONAL PROFILE
Very strong contact center management experience with 10 years spent managing front and back office support teams. Includes 5 years of experience working with multi-national global teams/users across various time-zones (UK, Canada, US, Australia, New Zealand, China, Singapore, Thailand).
Proven experience in conceptualizing and delivering end-to-end customer service and support solutions (internal or commercial) including requirements gathering, analysis & design, software architecture design, and BackOffice management.
Able to bridge the technical and business units by being technically strong and yet business savvy. Strong analytical skills to identify solutions that are aligned with an organization’s business goals.
Understands high speed businesses. Adapts and takes initiative to manage the changing priorities of business.
Communicates well in English, both spoken and written, across all levels and departments including top management, as well as with external clients and vendors.
My experience with operations and strategic management in the business outsourcing has allowed me to gain knowledge of best practices in the preparation of Project Timelines, support management strategies, requirements analysis, designing Statement of Work, and defining Service Level Agreements that meet the highest internationally recognized standards. CHRONOLOGY OF ACHIEVEMENTS
Netgear Technical Support Services in Datacom scored the highest customer satisfaction level within 6 months of launch.
Maintained Netgear Technical Support Service SLA at >90% that helped win businesses to support additional countries namely Malaysia, Singapore, and Thailand in September 2006.
Netgear Technical Support Services in Datacom SEA achieved ‘Finalist’ Position in CCAM Awards under ‘Best New Business Below 50 Heads’ category in March 2006.
Launched Logitech Americas mail Technical Peripherals and Remote support at 9% under budget
Logitech Support CSAT improved by 20% satisfied customers in June 2007 to 70% Satisfied within 3 months, a historical peak relative to all Logitech Inc. Contact Centres
Improved order processing TAT by 2 days for HP Volume Direct Business in the SEAT region through the improvement of HP Direct Business trade process compliance.
Reduced annualized attrition rate from 120% PA to 9% PA (2008-2009) within the HP DNA CSR department
Successfully deployed IP telephony throughout all FCS support centres within project budget.
Successfully increased incident management efficiency of the Tier 2 support department within TIME dotcom Berhad by 250%.
Reduced Time Dotcom dispatch turnaround time by 200% through the design and implementation of Dispatch Control and Management processes.
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WORK EXPERIENCE
June 2015 - Present DHL INFORMATION SERVICES
Manager – Application Support (eCommerce)
I lead the operations of the DHL eCom Gateway Application Support Team, where we are responsible for DHL Express and DHL PEP’s core shipment processing applications (eCom Gateway and AP Portal). Our onus is to ensure maximum application availability and provide support to development projects. A key skill within my role is the ability to communicate and present complex technical information to both technical and non-technical audiences. I carry multiple roles as defined by the ITIL framework including that of Service Owner and Recovery Manager where my key responsibilities in DHL comprise of but are not exclusive to the areas listed below.
Provide maximum service (Application) availability and minimum disruption to the given service. Ensuring that all agreed targets, SLA's and Metrics are met. This includes conducting regular service reviews with stakeholders to monitor business satisfaction in accordance to DPDHL Service Operation guidelines.
Provide day to day direction to the team as issues are escalated, as part of regular reviews or through direct engagement in projects.
Lead service recovery activities and manage stakeholder communication in the event of emergency incidents. Service owners must be available 24x365.
Responsible for managing the allocation of team resources to allow for rapid response to requests whilst balancing the overall utilization of the team.
Be an advisor and expert to DHL business units on specific IT and functional topics relevant to the products allocated to the team.
Managing the interdependencies between multiple related and unrelated projects whose coordinated delivery is required to achieve higher organizational objectives.
Work in partnership with clients, advising them how to use information technology in order to meet their business objectives or overcome problems.
Provide strategic guidance to organisations with regard to IT technology, IT infrastructures and the enablement of major business processes through enhancements to IT. This may include application selection and procurement as well. September 2014 – May 2015 ACCENTURE CONSULTING
Manager – Industry Solutions and Services (Utilities) My responsibilities within this role are related to delivery, shaping solutions for clients, and maintaining and growing the business transformation industry. I lead project teams to design and implement leading contact centre operations strategy, processes, and technology aimed at driving business value through cost efficiency, customer satisfaction, and employee satisfaction.
My key responsibilities in Accenture comprise of but are not exclusive to the activities listed below.
Develop and refresh industry go-to-market strategies to drive sales and grow market share based on industry-specific assets, offerings and business services
Build and maintain the internal network (i.e., ecosystem) to advance industry solutions in the marketplace and align and mobilize internal resources
Apply industry knowledge and expertise to deliver industry solutions and business services, providing subject matter expertise, market leadership, and thought leadership
Create and strengthen the link between industry challenges and Accenture offerings, supporting further development of credentials for Accenture business services, offerings and campaigns
Shape the Accenture business by developing the most innovative and differentiated industry assets and offerings to create value for Accenture clients
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Aug 2011 – September 2014 TIME DOTCOM
Head of Customer Service
Heading the Customer Service department, my role required me develop and implement a strategy for Time dotCom aimed at improving staff retention, cost efficiency, customer experience and loyalty through systems redesign, process reconstruction, and performance management. My role in TIME comprises of but is not exclusive to the activities listed below.
Develop and implement breakthrough contact centre strategies and technology through internal and external business analysis
Introduce and establish high performance service operation management methodologies, processes, and standards.
Lead and manage multi-disciplinary teams in the development of plans, goals, objectives, policies, and procedures for completion of a project or product in a highly technical and fiscal-related field;
Departmental OPEX and CAPEX planning and management
Facilitate Contact Centre system enhancement projects as lead advisor includes drafting business & user requirements and interface design.
Establish and maintain contact with internal and external stakeholders, boards, committees, and commissions to provide information, garner acceptance and support of projects, and ensure that projects is within operational capabilities and meets customer needs.
Review campaign and product development plans and concepts to determine support process, cost and allotment of available resources to various phases of a product lifecycle where customer service or support is required
Confers with management and provides technical advice on the potential impacts of the project on such areas as customer service, organization, staffing, processes, and budget and to assure smooth functioning of newly implemented systems or procedures.
Facilitate the development of policies and procedures to enhance customer experience in customer service and support
Facilitate, plan, and implement process improvements within the customer operations department. Nov 2010 – July 2011 FCS COMPUTER SYSTEMS
Global Head, Customer Services
As the global manager, I was brought in to rebuild existing support processes and be a design advisor for the development of the FCS CRM system. During the course of my tenure, FCS technical support structure has been transformed to provide best in class customer service and user experience.
Remotely manage the operations of the FCS Global Contact Centre located in the Philippines.
Divisional OPEX and CAPEX planning and management
Identify, investigate, and analyse deficiencies in customer service and other business processes, procedures, and work processes
Provide direction for and manage the performance of localized contact centres located in Hong Kong, Thailand, North America, and China
Directly manage SME Support operations in FCS Kuala Lumpur
Lead and develop the careers of Support SMEs and Contact Centre Managers.
Ensure that FCS Contact Centres are equipped with the knowledge and tools required to provide exemplary customer service.
Act as an escalation point for customer engagement matters where the issues exceed Contact Centre Manager Capacity.
Champion business improvement and systems rollout projects assigned by the CEO or Vice President of Operations.
Foster a customer satisfaction oriented culture within the Customer Services department. Apr 2008 – Nov 2010 HEWLETT-PACKARD CORPORATION
Customer Support Manager - SEA & Taiwan Region
Managed enterprise sales support operations for HP DNA Volume Direct and drive the improvement of customer experience through process modelling and metrics management. My primary assignments were to:
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Lead front-end order management teams to ensure on-time fulfilment and ensure the resolution of order placement, service performance, and customer service issues
Identify and evaluate value chain inefficiencies and introduce best practices for system/process functionality and behaviour
Act as a central reference and information source, providing guidance and assistance to CSRs and business stakeholders.
Manage order processing performance through deployment of systems and process plans that ensure high accuracy in the contribution to the value chain.
Collaborate with regional delivery teams to ensure deadlines/project milestones and customer requirements are achieved and standard processes are being followed. Drive the completion of client deliverables
Establish and manages current and long-range goals, objectives, plans and policies in line with overall direction.
Develop and improve on department strategy, initiatives, and process/procedures, aimed at increasing capacity and cost saving.
Staff training, coaching, and performance management
Escalation @ Incident management within the Volume Order to delivery space. Jul 2006 – Mar 2008 DATACOM SOUTH EAST ASIA
Business Unit Manager – Netgear & Logitech
Head the Netgear Australia & NZ customer support business unit and subsequently the Logitech Customer Support North America and Asia Pacific business unit. Responsible for performance management, client engagement, staff motivation, and profitability of the business unit.
Implemented COPC 2000 CSP Standards Release 4.0 for certification in June 2008 (Netgear)
Managed account cost and budgeting, workforce staffing and scheduling, and daily operations of the business.
Oversaw department systems, L&D, legal and compliance matters.
Building and maintaining client relations is also an integral part of this role where client requirements need to be balanced with organizational interests.
Championed general process improvement or change projects to align with company mission and vision
Responsible for career development of employees.
Maintain a highly motivated workforce to ensure constant high performance and efficiency of individuals and the business.
Nov 2005 – June 2006 DATACOM SOUTHEAST ASIA
Netgear Technical Support Engineer/ Mentor/ Lead
Provide end-to-end technical support to Netgear consumers in Australia and New Zealand. The support was based on troubleshooting network equipment used in home and small to medium sized businesses. Grew to Mentor followed by Team Lead positions through continuously introducing and implementing new ideas increasing business performance and revenue.
Promoted to Team Lead in April 2007 for successfully maintaining high team morale and implementing new training models reducing training period
Promoted to Technical Mentor in January 2006 where I developed training material and delivered training to 12 frontline agents.
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Jul 2005 – Oct 2005 NEXT Marketing
Intel Channel Representative
I was hired as the Channel representative to improve relations between Intel resellers in Malaysia through regular visits to their premises.
My responsibilities include:
Visit Intel Channel/Retail Partner sites in Central and Southern Malaysia
Deliver promotional merchandise to retail outlets
Collection of channel partner feedback through survey forms and partner review meetings
Rate partner site product presentation and promotional efforts Mar 2004 – Jun 2005 Terra ICT
Community Manager
As the Community Manager, I manage gamer forums and co-manage public events. Other responsibilities include:
Manage customer escalations with Game Masters
Develop, execute, and manage Web advertising campaigns
Managed Web advertising on vendor sites
Collect, analyse and report on customer satisfaction performance pertaining to gameplay experience PROJECTS
2014-2015 (Accenture) Project: TNB CareLine Contact Centre Transformation, Role: Project Manager
The project aims to bring value to TNB by improving the customer experience of interactions with the CareLine contact centre through improvements in all business areas.
Areas targeted for improvement are operation management, workforce, service offerings, and brand recognition through process improvements, technology expansion, and achieving the renowned COPC contact centre certification. 2014 (TIME dotcom Berhad) Project: Dispatch TAT Reduction, Role: Project Lead
Designed business operation and system function processes for the development of a CRM module to manage site contractor KPI, capture material usage, manage multi-vendor communication and claims processing.
Lead advisor to determine system, business, and user requirements. 2013 (TIME dotcom Berhad) Project: Interaction and Incident Management System, Role: Project Champion
Performed business needs analysis to justify the upgrade of existing interaction management processes and systems
Lead advisor to determine system, business, and user requirements.
Post implementation, the system is projected to increase contact centre productivity by 25% through system aided skill and performance management
2010 (FCS Sdn Bhd) Project: Voice system upgrade to Cisco IP Telephony, Role: Project Member
Championed the implementation of CIPT for FCS Computer Systems offices
Successfully deployed in Philippines, Hong Kong, Australia, Malaysia, and Singapore. 2004 - 2005 (Terra ICT) Project: Dreamville e-Community, Role: Project Team Member
Conceptualized and managed the development of Terra ICT Dreamville e-Community portal
The community generated over MYR 50,000 in revenue in the first month of launching.
System was translated and sold in Thailand for USD 190,000 Page 6 of 7
ACADEMIC QUALIFICATION
Napier University of Edinburgh Bachelor of Science (Network Computing) - 2004 NCC - Sunway University College Malaysia Diploma in Computer Sciences – 2002 PROFESSIONAL CERTIFICATION
ITIL Intermediate Certification - Service Operations
ITIL Foundation (Version 3)
COPC Registered Coordinator (Version 5)
COPC Registered Coordinator (Version 4.2)
COPC Registered Coordinator (Version 4.0)
CCM Certified Contact Centre Manager
SKILLS & KNOWLEDGE
Business Skills/Knowledge:
BPO & Contact Centre Operations Strategy
Customer Service and Technical Helpdesk Operations Management
Multi-site/Global Operations Management
Business Planning & Scoping
Operations Financial Management
Development of Business Processes, Policies, and Standards
People Management – Performance / KPI/KRA, Gallup, People Development, Coaching, Mentoring
Strong Public Speaking and Presentation Skills
Technical Skills/Knowledge:
System & Network – LAN, WAN, Telecommunications(Fibre Internet)
Software Requirements Management – Use Cases, Functional Specifications
Software Development Methodology – UML, Object-oriented Analysis & Design, Iterative & Waterfall SDLC, RDMS, UI Design
Known Software Tools:
Customer Interaction Systems – Aspect, Avaya, Cisco, SAP
Workforce Management – Aspect EWFM, Verint, NICE
Other Applications – Microsoft Office Suite
Technical Environment/Platform:
Advanced User – Windows XP, 7, 8.0
X86
Personal Attributes:
Outcome oriented.
Quick thinking on my feet, positive and goal driven
Passionate about achieving high performance and delivering quality services
Believes education is a life-long process
High integrity, honest, and fair
Strong health, high stamina and good sense of humor Page 7 of 7
PERSONAL DETAILS
Driving Licence Malaysian Driving License
Health No disabilities, major illness, or allergies Interests Cycle sports, team based computer gaming. Languages Fluent in spoken and written English and Malay. Able to carry basic conversations in multiple Chinese dialects. REFERENCES
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