Mr. Charmond Tsang C.L.
MBA, BEng, MIEE
E-mail: ******@netvigator.com
PROFILE
10+ yrs Call Center veteran; China experience, Guru in Business 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, 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 EDUCATION
Master of Business Administration (MBA) 1991 - 1994
-- Hendon Business School, University of Middlesex, London, UK
BEng (1st Class Honour) in Electronics Engineering 1987 - 1989
-- 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 3/03 to 4/04
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 8/02 to 2/03
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 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 Chinese mainland, 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 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 Manager
Achievements and Responsibilities
Led 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 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 1/98 to 5/01
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 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
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 12/95 to 1/98
(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) 2/95 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 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 Teleservices 1st Anniversary Press 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
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.
