Experience

StarHub

• Singapore
• Telecommunications
• 700 & Above Employee

• Senior Product Executive

  • Jul 2021 - Present

  • Responsible for the revenue, profitability and overall success of the omni-channel A2P Messaging Services, IPTV and Microsoft 365 Modern Workplace portfolio.• Drives product strategy, market assessment and go-to-market for targeted customers, pricing and product positioning.• Owns product development end-to-end cycle from conceptualization to roll-out, business case development and management including driving cost optimization.• Collaborate with internal and external stakeholders to successfully roll-out and maintain product lifecycle.• Responsible for regular business performance reporting including financial, customer trends, growth reports.• Drives adoption of new technology to enhance product offerings.• Supports major customer opportunities and tenders, including customer presentation and negotiation.• Manages and works closely with technology partners. Show less

• Senior Technical Support Executive

  • Jul 2018 - Jul 2021

  • Motivate and drive a team of 7 days by 24 hours Technical Support personnel in providing first and second level support on faults and technical enquiries to StarHub business and wholesale customers for StarHub diverse suite of products and services.• Ensure 100% of incoming calls and email correspondences from StarHub entire global based customers are handled with excellent knowledge in products, process and systems.• Motivate, supervise, coach and feedback performance to team members to ensure they deliver a consistent level of service to customers at all time. In addition, conduct performance appraisal for the team members with the Manager.• Ensure smooth running of operations by maintaining sufficient manpower resources at all times to handle all customers' enquiries and technical issues promptly.• Gather feedback from the team in areas of customer issues, staff issues, processes and procedures and work with Manager to identify action plans and implement them at the team level for operations and process improvement• Perform Service Manager role to handle challenging or difficult customers and take appropriate follow up actions to address their concerns. Show less

• Senior Technical Helpdesk Analyst

  • Oct 2008 - Jun 2018

  • Deliver helpdesk support for the Mobile, TV, Cloud Computing, StarHub Fixed Voice, Data, Internet and Global Managed services to business and wholesale customers.• Proactively work with internal business units and external Network Operation Centre to ensure prompt and accurate resolutions are provided to customers' satisfaction.• Provide support 7 days by 24 hours for T1217 project & ensure performance meets the following service level agreement with customer while delivering a consistent quality of service. Show less



Siemens Incorporated

• IT Support Helpdesk Agent Analyst - Level 2

  • Aug 2007 - Sep 2008

  • Configuration and Testing (Lotus Notes, Hardware, Software, Telecom and Blackberry) • Documentation • Provides technical assistance to all The Coca-Cola Company Employees worldwide including Active Directory, AS/400, SAP and Mainframe password reset. • Configuration and Testing (Lotus Notes, Hardware, Software, Telecom and Blackberry) • Documentation • Provides technical assistance to all The Coca-Cola Company Employees worldwide including Active Directory, AS/400, SAP and Mainframe password reset.



Concentrix Philippines (formerly known as Link2Support, Inc.),

• Product Support Specialist

  • Apr 2005 - Aug 2007

  • Provides technical assistance to the APAC and North America clients who had problems configuring the Linksys products such as wireless routers, switches, hubs, VOIP products, installations of network cards & adapters by phone. • Maintained a high level of technical competence and customer service skills and ensures that all data are collected accurately. • Provides technical assistance to the APAC and North America clients who had problems configuring the Linksys products such as wireless routers, switches, hubs, VOIP products, installations of network cards & adapters by phone. • Maintained a high level of technical competence and customer service skills and ensures that all data are collected accurately.