Casey Loo ~ MBA, PMI-PMP, PMI-PBA, MSP, Prince2, BCCS

Experience

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  HSBC

  Jun 1990 - Mar 1997

  Controls large-scale computer systems, related peripheral equipment and performs computer system support tasks.Key Accountabilities:~ Working closely with the systems analysts and programmers. ~ Responsible for locating & correcting program errors and taking information to be recorded of what actions had been made to solve the problem.~ Responsible for performing routine maintenance, follows cleaning procedures and schedules, updates records and making sure all storage media is properly placed in the computer system.~ Operates different types of software to be loaded, knowledge in different kinds of computer e.g. minicomputer, mainframe, company’s personal network etc.~ Sorts programs if output may be required, reviews production reports and ensure required standard is met.~ Supervise computer hardware operation, installation of new network, assist in future upgrade of software and hardware systems. Show less Key Accountabilities:~ Provides account services to customers by receiving deposits & loan payments, cashing checks, issuing savings withdrawals, recording night and mail deposits, selling cashier's checks, traveler's checks, answering questions in person or on telephone.~ Cross-sells bank products by answering inquiries, informing customers of new services & product promotions, ascertaining customers' needs and directing customers to the department concerns.~ Completes special requests by closing accounts, taking orders for checks, exchanging foreign currencies, providing special statements and completing safe-deposit box procedures.~ Reconciles cash drawer by proving cash transactions, counting and packaging currency and coins, reconciling loan vouchers and other transactions, turning in excess cash and mutilated currency to the Head Cash Teller and maintain supply of cash and currency.~ Complies with bank operations and security procedures required by the Bank and Central Bank.~ Maintains customer confidence and protects bank operations by keeping information confidential. Show less

  • Data Centre Support

    Jun 1994 - Mar 1997

  • Customer Service Representative

    Jun 1990 - Jun 1994
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  Citibank Bhd

  Mar 1997 - Aug 1997

  Executive, Call Centre Officer

  Responsible for answering, researching, and resolving customer questions, inquiries, requests, and problems in a fast-paced, banking contact centre environment.Key Accountabilities:~ Receive and handle inbound telephone calls from Banking and Credit Card customers calling to perform account related transactions, inquire about products, suggest related products (cross-selling) or upgrade products (up-selling) to the customer to purchase as well as recommending alternative products to substitute when preferred product is unavailable. ~ When required support with telesales (outbound calls) to customers in relation to specific sales/marketing promotional campaigns. ~ Complete relevant documentation as required. Maintain an accurate record keeping system (manually and electronically), prepare data, reports and documents, analyse information as required.~ Maintain effective and efficient work processes and procedures complying with company’s policies and procedures.~ Remain aware and knowledgeable of promotional programs, competitive products and merchandising- marketing practices. ~ Meeting deadlines and KPIs. Show less

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  Oriental Bank Bhd

  Sept 1997 - Apr 1999

  Executive, Systems Programmer-Mainframe Systems/Networks

  Monitor and control the Bank’s computer systems, infrastructure and peripheral equipment for the purpose of uninterrupted data processing and operating runs.Key Accountabilities:~ Maintain Banking system efficiency and ensure design of system allows all components to work properly together.~ Troubleshoot problems reported by users. Make recommendations for future upgrades.~ Maintain network and system security. Monitor networks to ensure security and availability to specific users.~ Evaluate and modify system's performance. Maintain integrity of the network, server deployment, and security.~ Ensure network connectivity throughout the Bank's LAN/WAN infrastructure is on par with technical considerations.~ Design, deploy, and maintain network facilities.~ Manage IT annual budget. Show less

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  HSBC

  Apr 1999 - Sept 2003

  Executive, Contact Center Systems Administrator

  Completes efforts and projects related to the design, installation, operation, support, upgrades and maintenance of the Contact Centre systems, including software, servers, networking and storage. Ensures that all aspects of operability are delivered as part of the implementation process while also ensuring that existing service level is maintained or improved; and contributes to and ensures full compliance to operational standards, procedures and best practices.Key Accountabilities:~ Build and manage key relationships with internal and external senior stakeholders; work closely with business sponsor.~ Oversees technology and process improvements to meet business stakeholders satisfaction and cost effectiveness.~ Administer and support servers, desktop computers, printers, routers, switches, firewalls, phones, software deployment, security updates and patches, LANs, WANs, network segments, Internet, intranet systems etc.~ Responsible for assuring users are provided efficient and timely first level support on a 7x24 basis. Performs staff scheduling to ensure Help Desk coverage during normal business hours and on-call support as required.~ Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the Contact Centre.~ Conduct and oversee business contingency planning, integration and operation.~ Technical trainer for contact centre. Show less

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  Alliance Unit Trust Management

  May 2004 - Apr 2005

  Sales Manager

  An active leader and coach to meet sales goals as well as development needs of the team.Key Accountabilities:~ Reports to the Assistant General Manager.~ Sets strategy and direction for sales unit and translates this strategy into goals for individual sales agents.~ Provides guidance and coaching for sales agents. Actively assists with large or complex deals.~ Monitors the full range of the company's products and strategies, as well as those of competitors and general industry trends.~ Assures that sales unit's strategies, methods and priorities are consistent with those of the larger organisation. Show less

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  HSBC

  Apr 2005 - Dec 2005

  Contact Centre Workforce Manager

  Responsible to implement complex E2E Contact Centre Workforce Management from implementation to deployment. Ongoing responsibilities includes building, managing and owning workforce management strategy, processes, development and execution of high Customer Service levels while ensuring efficient utilisation of resources. Oversee overall Contact Centre systems for Banking, Credit Card, Telemarketing and Collection.Key Accountabilities:~ Forecasts and reports on call volume demand and directs the scheduling of sufficient staff and training for appropriate skills based routing based on historical and anticipated volume across all units including long-term, medium term, and short term forecasting and scheduling adjustments.~ Monitors resource forecasting effectiveness and accuracy for the Contact Centre. Ensures service levels and productivity goals are met.~ Maintains and analyses workforce performance, lead analysis and staffing change data for continuous quality and productivity improvement.~ Coordinates all reporting related to workforce management. Develops performance indicators and reporting mechanisms to measure operating standards.~ Conduct and oversee business contingency planning, integration and operation.~ Conduct new and ongoing technical training for Managers, Team Leaders and Agents. Show less

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  Astro

  Dec 2005 - Feb 2012

  Responsible for supporting the Project Director to implement IT transformation projects across the key business units, focusing on the Customer Relationship Management (CRM), Ordering and Billing solutions. Key Accountabilities:~ Review the project scope and objectives based on both user needs and a good understanding of applicable business systems and industry requirements.~ Develop relationships in the organization and the business units supported.~ Collaborate with IT project managers & project sponsors to define project scope and vision and identify constraints, dependencies, assumptions, risks and issues.~ Identify and translate conceptual business requirements into feasible solutions in a clear manner that is comprehensible to the project team, solution designers and developers.~ Work with peers, stakeholders and project team to prioritize requirements and gain approval on defined requirements and artifacts, assisting with issue resolution.~ Influence and collaborate with stakeholders to drive the right outcomes e.g. influence decisions on project prioritisation, changes to scope, dependencies, risk mitigation and contingency plans.~ Support Test Manager to validate test plan, test scripts, test results and defects to ensure full coverage of requirements.~ Work closely with business users and project team to establish and document end-to-end business processes for the post-live usage of the platform.~ Manage sponsor and stakeholder sign-off for deliverables, formally close project, assess stakeholder satisfaction and capture feedback.~ Oversee the development of training programs and resources to support service objectives at organisational, business unit, team and individual level. Analyse skill gaps and performance improvement opportunities. Show less Oversee the daily operations of the contact centre and ensure that business targets are met, maximum cost effectiveness and productivity within the team. Responsible to drive campaigns, analyse existing resources in order to maximise productivity, look into budget planning, implement performance improvement plans and manage all technical projects for contact centre.Key Accountabilities:~ Drive the delivery of a high quality customer contact centre, focusing upon process improvement.~ Ensure that operations meet all performance targets including standards in quality.~ Manage operational contingency requirements on an ongoing basis by keeping the contingency requirements continually updated in terms of strategic changes on account of migration growth plans in conjunction with core BCP team.~ Analyses and interprets complex data and makes high quality and timely decisions within a business context.~ Proactively plan for success of the contact centre by understanding group and CoE directives and working in a matrixed organisation to delivery operational parameters.~ Lead an organisation that delivers outstanding customer service.~ Analyse training needs to develop new training programs and improve/modify existing programs.~ Assists in the implementation of the Group compliance policy by ensuring adequate compliance resources and training, fostering a compliance culture and optimising relations with regulators. Show less

  • AVP, Business Transformation Support

    Sept 2008 - Feb 2012

  • Contact Centre Manager for VIPs and Corporate Customers

    Dec 2005 - Aug 2008
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  SG Global Support Services (Outsourcing Management Services)

  Feb 2012 - Sept 2014

  Contact Centre Solutions Architect

  Responsible for managing and implementing of IP Contact Centre solutions in Malaysia, Thailand, Singapore, Indonesia, Philippines, Hong Kong and Korea. Ensure deliverables are on time, conform to processes and standards, with quality, within scope and meeting business stakeholder’s requirements.Key Accountabilities:~ Contribute SME knowledge in Project Management across Procurement and Vendor Management.~ Collaborate with stakeholders to set project strategy, articulate targeted benefits to stakeholders and take joint accountability for benefits realization, maintaining a focus on benefits realization throughout the project life cycle.~ Shape project approach and schedule taking into account any implications for business as usual and aligning to the Business Transformation Framework.~ Translate conceptual business requirements into feasible solutions in a clear manner that is comprehensible to the project team, solution designers and developers. Provide proposal technical design, cost estimations and timelines.~ Manage project delivery proactively, balancing scope, schedule, budget and risks to drive successful delivery and benefits realisation.~ Manage project level risks, issues and dependencies, intervening and escalating as appropriate.~ Influence and collaborate with stakeholders to drive the right outcomes e.g. influence decisions on project prioritization, changes to scope, dependencies, risk mitigation and contingency plans~ Own relationships with suppliers and subcontractors and work closely with them to set a framework to plan, track and manage delivery to objectives.~ Develop business continuity and disaster recovery strategies.~ Oversees technical training programmes , determines training needs & requirements and reviews existing training materials produced by third parties to determine appropriateness and relevance. Show less

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  Contact Centre Association of Malaysia (Official)

  Jan 2015 - Jul 2015

  Executive Director

  A non-profit entity that promotes and professionalize the contact centre industry in Malaysia. The association has a mission to help contact centres to improve customer experience by deploying the best management practices, latest technologies and process improvement.Key Accountabilities:~ Responsible for the successful leadership and management of the association according to the strategic direction set by the Board of EXCOs.~ Participate with the Board of EXCOs in developing a vision and strategic plan to guide the association.~ Conduct official correspondence on behalf of the Board of EXCOs as appropriate and jointly with the Board of EXCOs when appropriate.~ Represent the association at community activities to enhance the association's community profile.~ Develop an operational plan which incorporates goals and objectives that work towards the strategic direction of the association.~ Ensure that the operation of the association meets the expectations of its members and clients.~ Oversee the planning, implementation and evaluation of the association's programs and services.~ Recruit, interview and select staff that have the right skills and personal abilities to help further the association's mission.~ Provide the Board of EXCOs with comprehensive, regular reports on the revenues and expenditure of the association.~ Maintains understanding of new educational, training techniques and methods.~ Establish good working relationships and collaborative arrangements with community groups, sponsors, members and other organisations to help achieve the goals of the association. Show less

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  Hewlett Packard Enterprise

  Apr 2016 - Aug 2016

  Project Manager

  Recruited by PA Recruitment for client Hewlett Packard Enterprise (HPE), a global IT solutions provider and systems integrator. Responsible to manage projects assigned, and ensure project proceeds within the specified time frame and under the established budget, while achieving its objectives.Key Accountabilities:~ Determine and define project scope and objectives.~ Assess resources needed to reach objectives and manage resources in an effective and efficient manner.~ Prepare budget based on scope of work and resource requirements.~ Track project costs in order to meet budget.~ Develop and manage a detailed project schedule and work plan.~ Provide project updates on a consistent basis to various stakeholders about strategy, adjustments, and progress.~ Manage contracts with vendors and suppliers by assigning tasks and communicating expected deliverables.~ Utilise industry best practices, techniques, and standards throughout entire project execution.~ Monitor progress and make adjustments as needed.~ Measure project performance to identify areas for improvement. Show less

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  SEGi University & Colleges

  Sept 2017 - Jul 2018

  University Lecturer

  Responsible to conduct lectures on Project Management Module to postgraduate students under the syllabus of University of Sunderland, United Kingdom. Review and revamp examination structure to align with global recommended project management framework. The robustness of the assessment is for students to be prepared for the world of work as project managers, or related project management roles.Key Accountabilities:~ Prepare and deliver lectures, tutorials and workshops.~ Develop course material that can be used across a number of platforms.~ Collaborate with other academics and lecturers to improve teaching methods and expand knowledge base.~ Set and grade assignments, tests and exams.~ Attend and participate in meetings, conferences, and other events in and outside of the institution.~ Participating in training opportunities and initiatives at the institution.~ Providing support to students and other colleagues.~ Staying current as Project Manager practitioner, and producing published work in the field. Show less

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  Amway Malaysia

  Oct 2017 - May 2018

  Project Manager

  Recruited by Brandt International for Amway Malaysia, a multi-level marketing company that sells health, beauty and home care products. Responsible to implement CRM, IP Contact Centre Solutions including Voice Recording and Quality Management Systems, and process improvement for SEA markets.Key Accountabilities:~ Determine and define project scope and objectives.~ Assess resources needed to reach objectives and manage resources in an effective and efficient manner.~ Prepare budget based on scope of work and resource requirements.~ Track project costs in order to meet budget.~ Develop and manage a detailed project schedule and work plan.~ Provide project updates on a consistent basis to various stakeholders about strategy, adjustments, and progress.~ Manage contracts with vendors and suppliers by assigning tasks and communicating expected deliverables.~ Utilise industry best practices, techniques, and standards throughout entire project execution.~ Monitor progress and make adjustments as needed.~ Measure project performance to identify areas for improvement.~ Identify and manage potential risks and liabilities of multiple projects. Show less

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  Amway

  Aug 2018 - Oct 2020

  Senior Project Manager

  Lead a team of Project Manager & Lead Business Analysts to manage the successful transformation of Amway Asia Pacific (APAC) Customer Care program, into more customer-focused and process-driven organisation for SEA and ANZ markets. Collaborate with relevant markets, regional and global counterparts (both Business and IT) and project stakeholders toward a joint success. Key Accountabilities:~ Organise programs and activities in accordance with the mission and goals of the Customer Care organisation.~ Create and manage long-term goals.~ Develop budget and operating plan for the program.~ Develop an evaluation method to assess program strengths and identify areas for improvement.~ Manage a team with a diverse array of talents and responsibilities.~ Ensure goals are met in areas including stakeholder satisfaction and team member performance.~ Implement and manage changes and interventions to ensure project goals are achieved.~ Meeting with stakeholders to make communication easy and transparent regarding project issues and decisions on project performance.~ Produce accurate and timely reporting of program status throughout its life cycle.~ Analyse program risks. Show less