Calvin Ng
Mei Foo
Summary
Operations management specialist with a strong background in team leadership, process optimization, and strategic planning. Skilled in staff development and operational efficiency, consistently achieving cost reductions and improved workflows. Track record of driving business performance through innovative problem-solving and effective leadership. Technical proficiency in hardware support and complex troubleshooting, with experience in large-scale Windows 10 migration projects.
Overview
18
18
years of professional experience
Work History
Regional Manager Technical Support
Lenovo
Hong Kong
07.2021 - 06.2025
- Managed cross-functional teams to implement strategic initiatives, and improve performance.
- Assisted customers with hardware-related issues at a vendor level, applying ITIL framework teachings to resolve daily escalations.
- Collaboratively managed a centralized call center with over 100 agents, ensuring that SLA and agent professionalism are met.
- Oversaw budgeting processes to ensure optimal resource allocation across regions.
- Established strong relationships with key stakeholders to drive business growth initiatives.
- Facilitated training programs for staff to enhance skills, and operational efficiency.
- Led performance reviews to assess team effectiveness, and encourage professional development.
- Trained staff on product knowledge, customer service techniques, and sales strategies.
- Managed regional operations, including inventory control, staffing levels, logistics, and customer service.
- Created and maintained relationships with key customers in the region.
- Provided mentorship and coaching to staff members throughout the region as needed.
- Monitored team progress toward the achievement of goals and objectives set forth by executive management.
Technical Account Manager
Lenovo
Hong Kong
04.2017 - 06.2025
- Managed technical relationships with key clients to ensure satisfaction.
- Collaborated with sales teams to deliver tailored solutions for customer needs.
- Provided product training and support to enhance client understanding and usage.
- Troubleshot product issues and coordinated resolutions with engineering teams.
- Created detailed documentation for client onboarding and ongoing support processes.
- Analyzed client feedback to drive product improvements and service enhancements.
- Facilitated regular meetings to discuss project status and address concerns promptly.
- Developed strategic account plans aligning client goals with company offerings.
- Developed customer relationships, identified customer needs and provided technical solutions.
- Provided product demonstrations to customers in order to educate them on the features and benefits of products.
- Reviewed and analyzed contracts, service issues and other information to initiate and direct appropriate action to resolve.
- Created detailed reports on account activities, including sales pipeline updates, customer feedback, and other metrics.
Sales Specialist/Technical Sales
Lenovo
Hong Kong
01.2015 - 04.2017
- Collaborated with Sales, Service team, and Partners throughout sales cycle.
- Served as Solution Architect for critical and complex engagements.
- Delivered presentations to technical decision makers, showcasing product value.
- Achieved high customer satisfaction through strong commitment to service.
- Provided product demonstrations to enhance customer understanding of solutions.
- Assisted customers in selecting Lenovo products tailored to specific needs.
Global Account Inside Sales Manager
Lenovo
Hong Kong
01.2014 - 01.2015
- Managed all sales activities for Hong Kong Global Accounts, driving performance and growth.
- Maintained comprehensive knowledge of Lenovo products, industry trends, and competitor offerings.
- Fostered strong relationships with customers within Global Accounts territory to ensure satisfaction.
- Oversaw World Wide sales initiatives specifically targeting Hong Kong-based Global Accounts.
Sales Manager
Hinasia (HK) Industrial Co. Ltd.
Hong Kong
01.2012 - 01.2013
- Executed direct sales of industrial factory equipment and chemicals in China and Hong Kong.
- Conducted face-to-face sales meetings with clients to drive revenue growth.
Sales Representative & Lead Generation for Hardware & Software Services
IBM Canada Ltd.
Toronto
01.2007 - 01.2012
- Participated in telesales campaigns to drive sales for IBM Products
- Combined broad business experience, technical expertise, and analytical skills to help organizations achieve their strategic objectives and articulate a vision for the future
- Hardware, software, and services telesales based on customers' needs
- Relationship and sales building for different accounts
Education
Ontario Secondary School Diploma -
Middlefield Collegiate Institute
Markham, ON, Canada01.2004
Computer Networking and Technical Support
Seneca College
Toronto, ON, CanadaSkills
- Ability to effectively communicate and lead a group of professional technical account managers across five different ASEAN/HTK countries
- Skill sets in root cause analysis and FUPAN, with abilities to resolve complex customer complaints
- Strong communication with customers, with the ability to understand their needs and provide solutions that fit their needs
- Effective telephone and communication skills
- Ability to establish trust and confidence among customers and colleagues
- Ability to maintain a strong pipeline and follow up with leads
- Persistence, patience, and empathy for customers
- Fluency in English and Cantonese
- Strong organization with impeccable call and account management
- Direct sales and customer-facing experience
- Inside sales (telesales) and lead generation skills
- Experience in multiple world-class IT firms
References
References Furnished Upon Request
INTERESTS
Golf, Tennis, Volleyball, Basketball, and Snowboarding
Accomplishments
• Lenovo AP Services Award
• Successfully launched the first Lenovo Premier Support Product
• Average of 110% of quota performance as Inside Sales at Lenovo
• AP Services Hero Award, highest services attach rate to PC deals.
• IBM Award for Most Leads Turned Into Deals
• IBM All-Star Award for Achieving 160% of Expected Quota
• IBM Cross-Selling Award for Most Multi-Product (Hardware/Software and Services) Deals
• Maintained an average quota performance of 110% throughout the years at IBM Canada Ltd.
• Consistently amongst the Top 10 Performers within the team at IBM Canada Ltd.
• Successfully launched the first Lenovo Premier Support Product
• Average of 110% of quota performance as Inside Sales at Lenovo
• AP Services Hero Award, highest services attach rate to PC deals.
• IBM Award for Most Leads Turned Into Deals
• IBM All-Star Award for Achieving 160% of Expected Quota
• IBM Cross-Selling Award for Most Multi-Product (Hardware/Software and Services) Deals
• Maintained an average quota performance of 110% throughout the years at IBM Canada Ltd.
• Consistently amongst the Top 10 Performers within the team at IBM Canada Ltd.
Project Experience
- Windows 10 migration Project for Major Banking/Public Utility clients of over 3000+ machines
- Transition upgrade Project of 8000+ machines
Languages
English
Native/ Bilingual
Chinese (Cantonese)
Native/ Bilingual
Chinese (Mandarin)
Professional
Timeline
Regional Manager Technical Support
Lenovo
07.2021 - 06.2025
Technical Account Manager
Lenovo
04.2017 - 06.2025
Sales Specialist/Technical Sales
Lenovo
01.2015 - 04.2017
Global Account Inside Sales Manager
Lenovo
01.2014 - 01.2015
Sales Manager
Hinasia (HK) Industrial Co. Ltd.
01.2012 - 01.2013
Sales Representative & Lead Generation for Hardware & Software Services
IBM Canada Ltd.
01.2007 - 01.2012
Ontario Secondary School Diploma -
Middlefield Collegiate Institute
Computer Networking and Technical Support
Seneca College