Shirah Ng
Summary
Results-driven professional with a strong focus on key performance indicators analysis and a solution-focused mindset. Demonstrates exceptional communication skills and the ability to work independently, consistently achieving objectives through self-motivation. Committed to leveraging analytical skills and independent work ethic to drive organisational success.
Overview
23
23
years of professional experience
4
4
years of post-secondary education
Work history
Customer Success Manager
Equinix
09.2017 - Current
- Devised strategies to reduce churn rates amongst customers.
- Assessed customer needs for tailored service offerings.
- Implemented changes based on feedback from clients, resulting in greater satisfaction levels.
- Optimised usage of resources by implementing effective time management techniques.
- Coordinated support team for improved customer satisfaction rate.
- Identified process improvements, leading to better efficiency in customer service delivery.
- Facilitated training sessions, enhancing team's product knowledge.
- Developed new programs to meet evolving demands of customers.
Service Transition Manager
Orange Business Services
07.2016 - 09.2017
- Led successful mergers and acquisitions, achieving seamless integration of operations.
- Ensured continuity of essential services during periods of significant organisational change and restructuring.
- Coordinated cross-functional teams, ensuring effective communication during transitions.
HKT - PCCW Global
Project Manager
07.2012 - 07.2016
- Carried out day-to-day duties accurately and efficiently.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Successfully delivered on tasks within tight deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Channel Manager
CyberWorld (Asia) Ltd.
11.2010 - 05.2012
- Handled dispute resolution swiftly and effectively, maintaining positive partner relations at all times.
- Monitored channel performance regularly, identifying areas for improvement promptly.
Branch service manager
Citic Telecom CPC (CPCNet Hong Kong Ltd)
04.2010 - 12.2011
- Contributed towards revenue generation goals by identifying new business opportunities within the local community.
- Provided direction to team members with consistent feedback and guidance for improved performance levels.
Customer Service Manager and Project Manager
HKT – PCCW Engineering
01.2005 - 04.2010
- Managed challenging situations to ensure customer satisfaction.
- Improved operational efficiency by identifying areas of improvement.
- Cultivated a productive work culture by encouraging teamwork.
Assistant Consultant
Axline Commercial Services Limited
06.2003 - 01.2004
- Maintained up-to-date knowledge of industry trends, keeping the team ahead of competitors.
- Provided support during client meetings, ensuring all necessary materials were prepared accurately and on time.
- Assisted senior consultants in drafting proposals for prospective clients.
- Facilitated training programmes for new hires, ensuring a well-prepared team.
Education
Bachelor of Science -
The University of New South Wales, Australia
10.1998 - 12.2002
Skills
- Key performance indicators analysis
- Solution-Focused mindset
- Self motivated
- Great communication skills
- Able to work independently
Languages
Mandarin
Fluent
English
Fluent
Cantonese
Native
Timeline
Customer Success Manager
Equinix
09.2017 - Current
Service Transition Manager
Orange Business Services
07.2016 - 09.2017
HKT - PCCW Global
Project Manager
07.2012 - 07.2016
Channel Manager
CyberWorld (Asia) Ltd.
11.2010 - 05.2012
Branch service manager
Citic Telecom CPC (CPCNet Hong Kong Ltd)
04.2010 - 12.2011
Customer Service Manager and Project Manager
HKT – PCCW Engineering
01.2005 - 04.2010
Assistant Consultant
Axline Commercial Services Limited
06.2003 - 01.2004
Bachelor of Science -
The University of New South Wales, Australia
10.1998 - 12.2002