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英文简历：IT/电信/互联网行业副总
Mr.Charmond Tsang C.L.MBA, BEng, MIEE
Tel: +(86)***3 / +(852)1234-*****
E-mail: ******@netvigator.com
PROFILE
10+ yrs Call Center veteran;China experience, Guru in Busine 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, busine development, and operations consulting.Held various senior positions in busine development, sales & marketing and operations in CRM outsourcing service provider, ISP, Telcos, equipment vendor and billing system vender.PROFESSIONAL EDUCATION
Master of Busine Administration(MBA)19911989
--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 busine unit.Launched a new Telecom VAS service in Shanghai.Established effective sales and service channels.Evaluated and managed busine 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 busine procees meet varies service KPIs and budgets, such as service provision lead time, customer satisfaction index, billing accuracy and quality index.Nuvigo Corporation Sdn.Bhd., Malaysia3/03 to 4/04
General Manager
Achievements and Responsibilities
Developed new busine 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 effectivene and efficiency.PCCW, HK8/02 to 2/03
Aistant Vice President – Busine Development
Achievements and Responsibilities
Aumed 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 acro Asia Pacific region covering mainland China, Taiwan, Hong Kong, Singapore and Malaysia.Led project teams and sales consultants to deliver profeional consultation to major Telecom clients.Managed major clients’ relationship on a senior level;identify potential busine
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 MalaysiaProvided busine consultation of its Call Center rationalization and consolidation project with over 1,000 seats and multiple locations.A Leading Mobile Operator in MalaysiaHead of Sales & Marketing
Achievements and Responsibilities
Full P&L responsibility of the busine unit.Led a team of profeional 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
Succefully 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
Succefully 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
Succefully 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;aeed client’s requirement and developed a win-win situation for both companies.Wharf T&T Limited, HK12/95 to 1/98
(formerly known as New T&T Hong Kong Limited)
Call Center Product ManagerSales & Marketing Division
Advised and aisted 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.Aisted 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 iues.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 2000 28-30 March 2002
Organiser: Hong Kong Call Center Aociation
Venue:Hong Kong Convention and Exhibition Center, Hong Kong
Topic:Grow Your Busine 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 succeful CRM project Management and Implementation
PCCW Teleservices 1st Anniversary Pre 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
Languages:
Fluent in English, Mandarin and Cantonese
General Management:
Leadership and team building, new operations development
Operations management – sales and servicing team
Busine 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.
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