英文简历：IT_电信_互联网行业副总.doc

求职离职/个人简历 英文简历：it_电信_互联网行业副总 mr. charmond tsang c.l. mba, beng, mieee-mail: *netvigatorprofile10+ yrs call center veteran; china experience, guru in business operations and sales marketinga 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, 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.professional educationmaster of business administration (mba) 1991 - 1994- hendon business school, university of middlesex, london, ukbeng (1st class honour) in electronics engineering 1987 - 1989- university of middlesex, london, uk- awarded “the institution prize” by the council of ieeemployment historyshanghai vavotelecom co. ltd. (shanghai, prc) (a local partner of pccw teleservices ltd.)vice presidentachievements 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 3/03 to 4/04general managerachievements 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 8/02 to 2/03assistant vice president business developmentachievements and responsibilitiesassumed 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 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 referencea major mobile operator in malaysia - successfully won a multi-million operations consultation contract of a 200+ seats call center facilities. a major telco in malaysia - provided business consultation of its call center rationalization and consolidation project with over 1,000 seats and multiple locations. a leading mobile operator in malaysia - provided marketing and business consultation to the formulation of its loyalty program strategy. senior call center managerachievements and responsibilitiesled a team of 30 professional sales and service consultants to achieve company kpi and sales target. increased the productivity of the call center by 30%. doubled the call center call handling capacity with 53% increased in resources.managed 3rd 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 companys 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 companys crm initiatives. iimplemented multi-media crm projects in the contract center environment to achieve company sales and services objectives.pccw teleservices, hk 1/98 to 5/01call center outsourcing bu - head of sales marketingachievements and responsibilitiesfull pl 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 referencea global banking group in hksuccessfully 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 clients 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 uksuccessfully 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 manufacturerwon a long term customer care crm project from a competitive tendernegotiated the contract with the head of the client; assessed clients requirement and developed a win-win situation for both companies.wharf tt limited, hk 12/95 to 1/98(formerly known as new tt hong kong limited)call center product manager - commercial operations divisionresponsible 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 employmentconvergys, uk (formerly known as cincinnati bell information system - cbis) 2/95 to 11/95analystnortelnetworks, uk (formerly known as bell-northern research) 2/90 to 1/95software engineer dms productpccw, hk (formerly known as hong kong telecom ltd) 6/83 to 8/87senior technical officerconferences and publicitiescall center management symposium 2000 28-30 march 2002organiser: hong kong call center associationvenue: hong kong convention and exhibition center, hong kongtopic: grow your business through call center outsourcing: cases sharingcrm and call center conference organiser: ibc asia (s)