CRMpeople.com

Presents

Resume 834.

objective
 

Highly Motivated to provide high customer satisfaction and derive maximum benefits for organization.

Passionate in beliefs of the value of having excellent customer satisfaction through building good customers relationship and support to customers.

Summary of Qualification
 

  • Over 5 years of working experience in the IT industry.

  • Exeptional presentation, interpersonal and communications skills to all levels.

  • Strong team player, with ability to take leadership position where circumstances require.

  • Ability to work positively with people from all wards of life. Especially good at fostering good working relationship with clients.

  • Ability to work with people from different culture.

  • Pleasant personality, well liked by peers and superiors.

  • Positive attitude and professional conduct .

  • Persistence and conviction to achieve the desire results when goals are set.

  • Excellent organizational skills couple with an analytical mind.

 

Summary of work experience
 

  • Experience in presenting business value proposition to client and demonstrating software usability.

  • Experience in Point, Chordiant - customer relationship management software.

  • Experience in ThinkAnalytics - Business Intelligence software

  • Experience in TouchPaper – HelpDesk Software

  • Experience in IVR (Periphonics) and CTI (Genesys) system

  • Experience in SQL/ Oracle/ Sybase Database Platform.

  • Experience in Application development on J2EE , Microsoft MFC/Visual C++ and Visual Basic.

  • Experience in Crystal Reporting Tools

  • Experience in ILOG Rules Server

  • Experience in System Analyst work.

Professional History
 

iContaQ Asia Pte. Ltd. 2002 to Present

Consultant

Consulting service to Chordiant or Point customers. Role involve ranges from Team Lead, System Analyst and Technical consultant

Technical Support to Chordiant customer in the Region

Responsible in pre sales activities for Chordiant, Point Software in Shanghai. Activities include presentation, customizing of demo environment(integration to call center environment), response to RFI/RFP and solution proposal.

Achievements

  • HelpDesk Application Development on TouchPaper for iContaQ Asia, to be used as support system for organization’s customers in the region like MobileOne Singapore, Telstra Australia, AIA Thailand, Singtel Optus Australia and Nokia Singapore

  • Built of demo environment for Industry verticals –

    1. Telecommunication

    2. Financial Services.

  • Participate in the pre sales, sales and delivery activities on numerous accounts in the region (North and South Asia). Contributed significantly to organization success in Shanghai.

Area of specialization in providing whole suite of CRM solution from data mining of customers data to direct marketing campaigns creation and execution process extending into providing service, cross sell and up sell capability for the enterprise thru the call center.

Excellent knowledge of customer support process.

WorldGroup Consulting(s) Pte Ltd. 2000 to 2002

Consultant

Involved in numerous full project implementation cycle, specializing in Financial and Health Care Industries.

Responsible in designing, developing, implementing various systems (Billing, CRM and Call center), support and training for large local bank and large hospital. Involved in the design and configuration of the integration between Point Software Application and CTI (Genesys) System.

Achievements

  • Established excellent customer relationship and excellent customer satisfaction in all projects participated in.

  • Team Lead, Successful implementation of Point Call Center and Genesys CTI solution with Overseas Union Bank. Full Project cycle experience from user requirements, design, customization, Testing, User Training to Technical Support.

  • Team Lead, Successful implementation of Web Based CRM system for MayBank. Full project cycle experience.

  • Successful turn-key project of PACT System for CitiBank. Full software development lifecycle from requirements gathering to design, developed , testing and production – support.

  • Technical Production Support for Singapore General Hospital’s BRIS (Billing system)

 

Keppel Communication Pte. Ltd. 1998 to 2000

Software Engineer

Involved in numerous application development project as system analyst and key developer.

Achievements

  • Successful implementation of Point Call Center solution with Overseas Union Bank.. Full Project cycle experience from user requirements, design, customization, Testing, User Training to Technical Support.

  • Built prototypes of CRM Solution for TV Media Singapore and Jurong Town Corporation.

  • Successfully implemented the IVR Solution for Mobil Singapore.

  • Contributed to the enhancement of MobileOne Singapore call center solution.

 

 

Academic Qualification
 

Curtin University of Technology

  • Master of Business (Information Technology)

  • Bachelor of Commerce (Information Technology and Information Systems)

 

Professional Qualification

 

  • Certified Chordiant Consultant

  • Certified Team POINT System Analyst

IT Skills
 

  • Operating System - Windows NT workstation, Server and Enterprise Server

  • RDMS - MS SQL, ORACLE, Sybase

  • Development tools - Point Object Programming (POP)

  • Language – J2EE, MFC/Visual C++ and Visual Basic

  • Knowledge in Java application development.

  • Knowledge in ILOG Rules Server

  • Knowledge and Development experience in HelpDesk Solution (TouchPaper)

  • Knowledge in Data Mining Tools (ThinkAnalytics)

Personal data
 

Date of Birth : April 28th , 1974

Nationality : China Citizen (Shanghai)/Singapore Permanent Residence

Marital Status : Single

Interests : Reading, swimming, traveling

 

Language SKILLS

 

English, Mandarin

 

Reference
 

Available on request