Micco Zhong

Experience

• 

  Dell

  Sept 2004 - Jan 2011

  Take the responsibility for after sale service for HK commercial customerPeople managementAnalysis and Target settingPerformance managementProject leaderCo-work with cross department & global team on daily operation and business activities. Follow escalation and complex cases from L1 and cross function team.Coordinate CA on complain case handlingManage new hire's performance and conduct training for the improvement.Project development and implemention with global function team. Support desktop, laptop, workstation, PDA and printer for HK & Macau customer.Handle complain cases & complex cases and take the responsibility for a group performance. Support desktop, laptop, workstation, PDA and printer for HK & Macau customer

  • Team manager

    Apr 2007 - Jan 2011

  • Technical Support Coach L2

    Aug 2006 - Apr 2007

  • Senior Technical Support Specialist

    May 2006 - Aug 2006

  • Technical Support Specialist

    Sept 2004 - May 2006
• 

  IBM Global Process Services

  Jan 2011 - Apr 2014

  Quality Manager

  Ensure Center QMS ready - BPMS,CI program in place, ISO certification, COPC preparation on schedule and certification.Support delivery teams to maintain SLA performance. Implement Internal Quality Audit mechanism. Deploy Quality Control and do quality risk assessment for deals in transition. Support serious quality issue by following corrective action and preventive action procedure. Conduct QA/ISO/COPC related training. Manage for Transaction Quality and take the responsibility for Quality metrics improvement Show less

• 

  Concentrix

  May 2014 - now

  >Regional TTQ Management and strategy planning>Deploy Quality Control, Compliance & Risk management>Ensure Center QMS ready - BPMS,CI program in place, ISO certification, COPC framework preparation on schedule and certification.>Executes business strategies for Training Design and Development>Identifies opportunities for achieving high performance and continuously process improvement>Support delivery teams to maintain high SLA performance. >Conduct QA/6S/ISO/COPC/Competence related training>Solution & Innovation Show less

  • Associate Director, Training&Quality

    Jun 2017 - now

  • Quality Manager

    May 2014 - Jun 2017