Head of Service Operations - APAC & EMEA
NetRoadshow Inc.
Hong Kong
05.2022 - Current
- Successfully managed the transition of post acquisition from legacy internal and external platforms to modern client facing platform
- Developed, managed, and strengthened strategic partnerships through SLA development, Daily/weekly/monthly KPI monitoring, as well as continuous work flow and process improvement.
- Led development, acquisition, and retention of staff members consisting of 100+ skilled cross-functional team members.
- Effectively reduced service operating budget by 40% YOY since Q2 of 2022.
- Collaborated with Product Innovation Team on hardware enhancements designed to improve onsite implementation efficiency.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Improved average customer resolution by 60%.
- Worked with Sales and 3rd party leadership to provide and manage monthly/annual service operations budget
- Responsible for cost analysis, oversite, and status communications of all high touch customer implementation projects.
- Delivered positive customer experiences by implementing effective quality assurance practices improving overall customer retention.
- Cultivated and strengthened relationships with customers, vendors and internal stakeholders.
- Led and contributed in the cross-functional integration of business tools (CRM, ERP, & partner portals).
- Developed and implemented company-wide COVID-19 onsite protocols.
