led the development and formulation of the company’s crm initiatives. i
implemented multi-media crm projects in the contract center environment to achieve company sales and services objectives.
pccw teleservices, hk 1/98 to 5/01
call center outsourcing bu - head of sales & marketing
achievements and responsibilities
full p&l responsibility of the business unit.
led a team of professional sales managers and marketing managers to meet $140million annual revenues target.
built from scratch and gained 30% market share in telemarketing service in the insurance sector.
won and implemented a major crm/it outsourcing project from a major global bank – first of this kind in the hk market.
responsible for the management of the product marketing team.
development of marketing strategies. determined market position and drove the implementation of various marketing tactics to achieve the marketing objectives.
an active company spokesman, a guest speaker at international conferences and was interviewed by major newspapers in hk.
major projects reference
a global banking group in hk
successfully won and 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 and overcome major road blocks.
take up the role of a project director; overseeing the implementation from pre-sales to operations.
pro-sell account servicing and managed the client’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 and 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 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 20xx 28-30 march 20xx
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：
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