Experience

HWM Consultancy
• South Africa
• 1 - 100 Employee
• Founder

  • Apr 2017 - Present


CTOS Data Systems Sdn Bhd

• Call Center Department Head

  • Dec 2015 - Apr 2017

  - Apply industry best practices and benchmarks and apply "best-in-class" process models to build a new Contact Center in HQ (inclusive in-house customer service policies, processes and operating procedures for the inbound, outbound, email, web-chat and end to end team; - Achieve service level goal: Drive team to meet key performance indicators include: Customer satisfaction scores, First Case Resolution, Telemarketing, Pre-sales, Agents productivity and quality; - Manages operational leaders including performance management and coaching; - Develops plans and objectives and participates in cross-functional projects to improve operational performance for the business; - Develop customer service career path and motivation plans; - Develops individual goals and objectives for business operational management team; - Produce daily, weekly, and monthly reporting on Contact Center results and performance; - Produce analysis, trending, and reporting for special projects, events, or issues as needed - Lead the end to end team to actively manage outstanding service request from customers and drive for timely closure of service request from internal sales force. Show less



Lenovo Australia

• Senior Regional Contact Center Manager

  • Jan 2015 - Dec 2015

  - Build and and setting up new in house call center model - Setting up reasonable business goals and making sure kPIs are in place to drive for result such as Service level, Customer satisfaction scores, First Case Resolution, Repair Avoidance, Parts dispatch accuracy, Agents productivity and quality - Apply industry best practices and benchmarks and apply "best-in-class" process models to develop and maintain the call center’s policies, processes and operating procedures for the inbound, outbound, email, web-chat and end to end team - Manages operational leaders including performance management and coaching. - Develops plans and objectives and participates in cross-functional projects to improve operational performance for the organization. - Works with cross functional management to develop and implement strategic plans, initiatives, and direction. - Leads cross-functional teams domestically and/or globally that encompass a variety of technical specialties requiring broad integration and product knowledge. - Manages through subordinate managers the coordination of activities of a group or department with responsibility for results in terms of costs, methods, and employees. - Seeks and provides information for improvements in eService, problem determination tools and knowledge base - Manage projects for processes, customer satisfaction and productivity improvement - Lead the end to end team to actively manage outstanding service request from customers and drive for timely closure of service orders dispatched to parts and field service vendor Show less



Dell Global Business Center Sdn Bhd

• Technical Support Area Manager (Penang Site - SA and ANZ)

  • Aug 2011 - Dec 2014

  - Managing 2 Team Managers and 3 Program Management Managers.- Managing services IT Problem Management investigation as Problem Manager and improvement initiatives.- Managing operational leaders including performance management and coaching.- Developing plans and objectives and participates in cross-functional projects to improve operational performance for the organization.- Works with cross functional management to develop and implement strategic plans, initiatives, and direction to improve both internal and external Customer Experience.- Develops individual goals and objectives for business operational management team.- Leads cross-functional teams domestically and/or globally that encompass a variety of technical specialties requiring broad integration and product knowledge to deliver better in both internal and external Customer Experience. - Manages through subordinate managers the coordination of activities of a group or department with responsibility for results in terms of costs, methods, and employees. Show less

• Technical Support Manager (SADMG)

  • Feb 2009 - Aug 2011

  - Leading of total 75 front liner support team.- Resolves and directs technical and customer satisfaction issues to ensure a quality support environment and to obtain maximum customer based satisfaction.- Responsible for achieving target customer satisfaction levels within the technical support organization.- Works with management to develop and implement strategic plans, initiatives, and direction to improve both internal and external Customer Experience..- Leads or acts as a significant contributor to management in the development of key initiatives that provide high-level results to improve business processes and customer service delivery. Show less

• Senior ANZ SMB Business Analyst (ANZ)

  • Feb 2008 - Feb 2009

  - Support as CCO (Contact Center Operation Manager) to monitor ANZ Consumer Technical Support business.- Helping higher management team monitor progress and results then analyze and identifies changes needed for the achievement of business goals and objective to improve external Customer Experience.- Analyze business needs and recommends ways to optimize resources in achieving business objective for ANZ Consumer Supporting Teams in order to continuously improve better Customer Support Experience. Show less

• Senior Technical Support Specialist Team Leader (MY/SG)

  • Apr 2006 - Feb 2008

  - Monitor progress and results and identifies changes in procedures for the achievement of business goals and objective.- Analyze business needs within team and recommends ways to optimize support specialist resources in achieving business objective.- Daily and weekly team metrics development and reporting.- Ensure timely resolution to the customer (within defined SLA’s).- Contributes ideas towards the establishment of priorities and process improvement.- Conduct new hire interview and training. Show less

• Technical Support Specialist

  • Dec 2003 - Feb 2006

  - Diagnosis & repair (via telephone) client product e.g. Laptop and Personal Computer, and software systems within a standard time frame- Escalation of issues to the product support team and/or technical support manager in order to resolve the issue to the customer's complete satisfaction.- Maintain accurate call logging and tracking into helpdesk database.- Possess excellent communication skills and the ability to work with diverse range of people with varying levels of technical understanding and ability in international environment.- Monitor emergency service call. E.g. 2/4 hours dispatches to make sure of closure within required time as the coordinator of service and related department.- Make outbound calls to DSP, DLP, and other internal organizations to work and resolve issues relating to service delivery. Show less

• Customer Response Officer

  • Aug 2003 - Dec 2003

  - Preventing maintenance project.- Enterprise Product Part inquiry.



Zonetech Computer Center

• System Support

  • Mar 2001 - Aug 2003

  - Maintaining & trouble shooting for computer hardware and software.- Designing, Developing and Implementing Business Software and Integration System in areas of business database e.g. Inventory system.- Networking design, developing and Implementation.- Networking maintenance and troubleshooting.

• System Support

  • Mar 2001 - Aug 2003

  - Maintaining & trouble shooting for computer hardware and software.- Designing, Developing and Implementing Business Software and Integration System in areas of business database e.g. Inventory system.- Networking design, developing and Implementation.- Networking maintenance and troubleshooting.