Customer Service Project Manager

Winnie Lam

**** *. ******* **., *******, IL. ****6

312-***-**** ∙ *********@*****.***

Permanent Work Authorization. No Visa Sponsorship Required.

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PROFESSIONAL SUMMARY

Certified Six Sigma Black Belt and Learning and Development Project Manager with a BS in Psychology and minors in Human Resources Management & Social Administration. Near 3 years of experience with progressive responsibility in project management within the telecom industry. Specialization in customer service, quality management and organizational development.

KEY SKILLS & ACCOMPLISHMENTS

• Certified Six Sigma Black Belt, American Society of Quality; led 38 Six Sigma / Lean / Process Improvement projects, generating 900K USD operational cost savings

• Registered Quality Professional (Green Belt), Six Sigma Institute

• Train-the-Trainer, Hong Kong Management Association; coached approximately 300 colleagues on work improvement and project management tools

• Proficient in SPSS, SAS, Minitab and Microsoft Office

• Multi-lingual with fluency in English and Chinese (Mandarin and Cantonese)

PROFESSIONAL EXPERIENCE

City Telecom (H.K.) Limited, Hong Kong, China

(US Nasdaq & HK Listed, one of the leading telecom companies providing integrated telecommunications services with a turnover of 190M USD and 3000+ employees in Canada, Hong Kong and China).

Learning and Development Officer 09/2008 – 01/2010

Reported directly to CFO and Managing Director; acted as project manager responsible for leading new projects and change management in promoting company’s new cultural model.

• Project Leader of Work Improvement Projects

 Utilized Six Sigma knowledge and worked closely with top management to design the company-wide blueprint and model of work improvement implementation

 Leveraged excellent interpersonal skills to create and lead a steering committee of 20 managers to develop and implement new policies

 Actively sought and managed budget to fund 38 work improvement projects

 Launched and led work improvement teams to successfully complete a wide range of diverse projects including IT solutions, process improvement and customer service enlightenment

 Projects generated 900K USD operational cost savings

• Consultant on Call Center Operation Optimization

 Conducted research to define business goals and analyze employee and customer needs

 Jointly developed new customer service training curriculum with external consultancy and managed training for 81 employees

 Successfully gained top management buy-in for the creation of the first Elite Customer Service Team, specializing in English-speaking clients

 Led an operation support team to optimize call system flow, resulting in the improvement of overall call center service quality

• Other Achievements

 Customer Service Consultant; equipped the underperforming teams with right attitude, skills, and knowledge; achieved sales increase by 38%

 Reading Day Program Manager; designed and implemented Reading Day program for 100 managers; gained 5 compliments from management

 Organization Restructuring Facilitator; organized change workshops to help the colleagues successfully adapt to the organization restructuring

 Core Value Promotion Manager; designed and implemented programs to promote core values; more than 70% recalled and agreed with core values

Management Trainee 07/2007 – 09/2008

Directly reported to Management Board, rotated to all departments and worked with different specialists and generalists on improving whole business processes.

• Project Initiator of the First Corporate Social Responsibility Report

 Initiated project for the first CTI Corporate Social Responsibility Report (also the first CSR report in the Hong Kong telecom industry)

 Negotiated with management to gain support to raise 18K USD to fund project

 Worked as Chief Author/Editor to determine detailed content and report design

 Successfully promoted company’s public image by persuading stakeholders to write letters of endorsement and conducting interviews with mass media

• Coordinator of Annual Marketing Campaign

 Coordinated among different departments to prepare for marketing campaign

 Researched telecom market to support definition of marketing strategy

 Actively communicated with creative agency on theme development, TVC, and other promotion channels to track progress to meet all project deadlines

 Designed workflow and logistics for gift redemption program

 Contributed to 23.8% sales increase after launch of marketing campaign

• Team Contributor to Internal Auditing

 Prepared and revised Internal Control Memorandum in compliance with Sarbanes-Oxley Act

 Validated the Internal Control Memorandum against existing workflow and reported discrepancies to streamline and standardize workflow

 Acted as ambassador for Core Values performance management program

EDUCATION

Bachelor of Social Sciences, Honors 2007

University of Hong Kong, Hong Kong (ranked 24th among top universities globally)

Major in Psychology and Minors in Human Resources Management & Social Administration

ADDITIONAL WORK EXPERIENCE

Chinese American Service League, Chicago, IL.

Intern 06/2006 – 08/2006

• Established alumni database of 200 participants and Alumni Association of the WIA Youth Program

• Supervised two student interns on the development of a leadership training series for 12 alumni executives

• Organized inauguration party for the Alumni Association in just one month, attracting 102 media representatives and external guests

Kids Wise Learning Center, Hong Kong, China

(A well-established private tutoring center which had partnerships with prestigious schools such as Wah Yan College)

Science and Mathematics Teacher 04/2004-09/2005

• Designed and implemented curriculum

• Facilitated students’ learning, built knowledge and enhanced mental dexterity

• Monitored progress by initiating periodic reports and quizzes and meeting with parents

• Students’ math performance increased by 23%

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