profile：
10+ yrs call center veteran; china experience, guru in business operations and sales & marketing
a self-motivated and dynamic senior executive with 19-year of regional management and international experience. extensive experience working with call center/telecom/crm services and outsourcing in the telecom/finance/it arenas.
experienced in contract management, business development, and operations consulting. held various senior positions in business development, sales & marketing and operations in crm outsourcing service provider, isp, telcos, equipment vendor and billing system vender.
personal：
mr. charmond tsang c.l.
mba, beng, miee
tel: +(86) 133333333333 / +(852) 1234-*****
e-mail: ******@netvigator.com
professional education：
1991 - 1994
master of business administration (mba)
-- hendon business school, university of middlesex, london, uk
1987 - 1989
beng (1st class honour) in electronics engineering
-- university of middlesex, london, uk
-- awarded “the institution prize” by the council of iee
employment history：
shanghai vavotelecom co. ltd. (shanghai, prc) (a local partner of pccw teleservices ltd.)
vice president
achievements and responsibilities
built and led the developed of a new telecom value added services business unit. launched a new telecom vas service in shanghai. established effective sales and service channels.
evaluated and managed business partners such as major telecom operators and equipment vendors in china. ensured service delivery according to sow and contracts.
act as the technical director, performed vendor evaluation and on-going improvement on the in and ssp platforms.
ensured the business processes meet varies service kpis and budgets, such as service provision lead time, customer satisfaction index, billing accuracy and quality index.
nuvigo corporation sdn. bhd., malaysia 3/03 to 4/04
general manager
achievements and responsibilities
developed new business opportunities with major telecom clients in malaysia, focusing in call center/telecom/crm and it outsourcing and consulting services.
worked with local si partners to jointly develop solutions and managed major clients’ relationship on an executive level.
delivered crm consultation project for an insurance company to enhance their customer servicing effectiveness and efficiency.
pccw, hk 8/02 to 2/03
assistant vice president – business development
achievements and responsibilities
assumed the role of operations head, managed the operations and delivered the kpis of the malaysia call center team.
adopted the balanced scorecard framework, improved the first contact resolution by 10% and improved productivity by 15% while maintained the operating budgets.
built and developed new customer in the telecom/it sectors across asia pacific region covering mainland china, taiwan, hong kong, singapore and malaysia.
led project teams and sales consultants to deliver professional consultation to major telecom clients.
managed major clients’ relationship on a senior level; identify potential business opportunities and 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 and consolidation project with over 1,000 seats and multiple locations.
a leading mobile operator in malaysia - provided marketing and business consultation to the formulation of its loyalty program strategy.
clp telecom, hk 5/01 to 12/01
senior call center manager
achievements and responsibilities
led a team of 30 professional sales and service consultants to achieve company kpi and 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 and 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 and operations of the multi-media crm call center to achieve company’s sales targets.
built and trained up the telemarketing skills of the in-house sales consultants.
perform on-going coaching, motivation and training to enhance the selling skills of the subordinates.
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