PROFILE：

　　10 yrs Call Center veteran; China experience, Guru in Business Operations and Sales & Marketing

　　A self-motivated and dynamic senior executive with19-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 .
 
 
 MBA, BEng, MIEE
 
 
 Tel: (86)133333333333/ (852)1234-*****
 
 
 E-mail: ******@
 

　　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 3/03to4/04

　　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   8/02to2/03

　　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 by10% and improved productivity by15% 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 a200 seats call center facilities. 

　　A Major Telco in Malaysia - Provided business consultation of its Call Center rationalization and consolidation project with over1,000 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  ±5/01to12/01

　　Senior Call Center Manager

　　Achievements and Responsibilities

　　Led a team of30 professional sales and service consultants to achieve company KPI and sales target.

　　Increased the productivity of the call center by30%. Doubled the call center call handling capacity with53% increased in resources.

　　Managed3rd 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.

　　 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  1/98to5/01

　　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 gained30% 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    12/95to1/98

　　(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) 2/95to11/95

　　Analyst

　　NortelNetworks, UK (formerly known as Bell-Northern Research) 2/90 to1/95

　　Software Engineer – DMS product

　　PCCW, HK (formerly known as Hong Kong Telecom Ltd) 6/83to8/87

　　Senior Technical Officer
 

　　CONFERENCES AND PUBLICITIES：

　　 
 Call Center Management Symposium200028-30 March2002

　　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 Teleservices1st Anniversary Press Conference11October1999

　　Venue:  PCCW Conference Room, Wanchai, Hong Kong

　　Coverage: South China Morning Post, HK Economic Times, Hong Kong Standard
 

　　SKILLS AND OTHER INFORMATION：

　　 
 Languages:

　　Fluent in English, Mandarin and Cantonese

　　General Management:

　　Leadership and team building, new operations development

　　Operations management – sales and servicing team

　　Business Operations, Sales, Marketing, and Analytical Skills:

　　Contact and Vendor management

　　Financial analysis; bids and tenders preparation

　　 Key accounts and channels management

　　IT and Technical Skills, including:

　　 Strong understanding of technology, computers and IT industry.

　　 Strong understanding of voice and networking products

　　Mobility:

　　 British citizen and HK permanent resident. Free to travel in the AP region.