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Experience

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  Ariba

  Apr 2008 - Feb 2009

  Customer Support Assistant

  Industry: IT/Computers - Software Client: World-Wide Corporate customers• Support Japanese, Chinese and English speaking customers to set up sourcing events and assist their suppliers in using Ariba E-Sourcing Tool for RFQ/RFP/RFI• Properly documents all requests through the CRM(Siebel) system• Properly escalate difficult issues to the next level• Generate weekly and Monthly call statistic reports to the management team.• Participate in UAT for new software release Show less

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  World-Check

  Jul 2010 - Oct 2011

  Training and Customer Support Executive

  Industry: Social Media Client: APAC Corporate customersWorld-check is acquired by Thomson Reuters in 2011• Deliver professional training and demonstration for Business Intelligence Software to existing and potential customers• Responsible for assisting customer's technical functional inquiries• Develop, modify and translate training documents• Contribute to market developing plans and strategies.• Responsible for interpretation for regional sales director during client visit Show less

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  Dimension Data

  Mar 2012 - May 2014

  Japan Help Desk Team Leader

  Industry: IT/Computers -Hardware and Software Client: Louis Vuitton JapanTeam size: 7 person• Oversee Contact Center L1 and L2 daily operations, ensuring efficient service delivery, optimal resource utilization and operational efficiency• In charge of email and phone quality control, by reviewing incident and service request history on weekly basis, ensuring all the requests are either closed or escalated to the next level properly.• Deep diving Investigation for customer complaints and develop new action plans to consistently improve the overall service level.• Frequent communication with clients & vendors to improve current processes and procedures• Responsible for new staff recruiting, manpower planning and shift adjustment.• Responsible for staff training, coaching and performance management• Precisely understand various project flows, monitor and ensure efficient support for each clients and vendors involved in the project.• Key person for account creation for various applications such as active directory, lotus notes, sales force, IP phone and nice recording system etc• Knowledge base initiator to ensure all documents are up to date• Generating and analyzing weekly report and add hoc reports when it is required• Respond to technical assistance requests in person whenever it is necessary Show less

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  Visa

  Jun 2014 - Sept 2016

  Account Manager

  In charge of project management, including business solutions implementation as well as operational support for commercial data processing. Detailed scope includes the following: • Chair project kick off and requirements gathering meetings with clients and other Visa stakeholders.• Develop project plans, detailed work breakdown structures (WBS) and closely track tasks.• Accountable for project deliverables creation such as business requirements, conceptual design, and functional specification.• Create Visa sample files, as well as review and verify client sample files to ensure all file formats and data logic conform to Visa requirements.• Support system development, and post development functional test. • Responsible for system connectivity setup, connectivity test and file decryption/encryption test.• A single point of contact for Japan and Korea market, providing day to day support to client institutions, including Identify, troubleshoot, and resolve moderately complex data processing technical issues, application usage or business issues and ensure customer expectations are exceeded.• Train the trainers in the banks on product usage and functionality.• Event manager for system outage and scheduled maintenance.• Understand client business requirements, and work with product team as a client advocate and subject matter expert to enhance or create new commercial products.• Initiate Intensive discussion and collaboration with internal stake holders to meet market and client specific needs.• Proactively take ownership, identify and resolve client issues by working with business or development groups.• Develop and maintain relationships with client technical, operational staff and management team Show less

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  Worldpay

  Oct 2016 - Sept 2018

  Corporate Support Manager

  • Single point of contact and dedicated support for merchants.• Managing up to 10 Tier1, 2 merchants, providing pro-active guidance to merchants to support and improve account performance indicators. E.g. ensure all transactions are settled with no system issues, constructive recommendation to assist merchants in combating fraud.• Managing daily operations such as transactions queries, merchant account queries and payment operations issues. • Provide technical support for both Corporate and Business Gateway merchants: HTML and XML integration of client site with Worldpay.• Ensure system issues affecting merchants are attended with priority and full support. Work with other teams in UK in addressing client’s queries.• Give trainings for applications and work flows such as Merchant Admin Interface, Dispute Management System and Chargeback Management processes.• Work closely with Implementation Manager to understand account setup structure and merchant’s technical requirements.• Work closely with Relationship Manager in understanding on-going interest and priority of merchants. • Contributes to account growth and stability to maintain and develop opportunities for merchant’s account.• Travel to visit clients for quaterly business review. Show less

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  Sabre Corporation

  Oct 2018 - now

  Senior Project Manager

  -Responsible for delivery of Sabre products/services to strategic hotels or chains.-In charge of coordination of activities and timelines, with multiple internal and customer teams as well as third-party vendors throughout the lifecycle of the projects from planning, onboarding, tracking, issue resolution to closure.- Main point of contact from contract signature until successful implementation, at which time the day to day customer management will be transitioned to account management. - Manage multiple projects; each at various stages of the on-boarding process. - Work directly with senior level customer executives and identify risks, opportunities and implement mitigation strategies or corrective actions.- An SME for assigned internal projects, maintain associated intellectual capital which includes, but is not limited to project documentation, white paper development and customer references. - Build and scale the service delivery function to a new level. Show less