Andrew Kam

Experience

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  Sun Microsystems

  Jul 2003 - Jan 2004

  Incident Management Country Team Lead
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  Verizon Business

  Jan 2004 - Sept 2009

  Operation: Service desk to support external customers and the Customer advocate internally.Team strength: 2 Supervisors, 4 Team Leads, 32 rotational Customer Service Representatives, 1 support staff.Regional countries supported: New Zealand, Australia, Philippines, Guam, Japan, Korea, Hong Kong, Singapore, Malaysia, Thailand, Vietnam, Taiwan, China, India.Languages supported: English, Cantonese, Mandarin, Korean, JapaneseSupport hours: 24 x 7 in 4 languages, 8am to 8pm Monday to Saturday in Korean.Interaction volume: 450,000 contacts annually consisting of inbound & outbound phone and email and an optional online ticketing interface.Working hours/support role: Monday to Friday business hours and 24 x 7 escalation on-call. Show less Duties & Responsibilities:OPERATIONSDrive Bucket Management healthDrive Ticket Quality healthDrive Team healthDrive Email support healthDrive VEC healthOverall support for staffing modifications (24x7)REVIEWTeam lead performanceRoster reviewUrgent changes to rosterTicket review replies to internalTicket review replies to externalSpot check bucket managementOUTAGE MANAGEMENTFault major outage handlingFault major outage communicationsOperational systems outage handlingOperational systems outage communicationAGENT INTERACTIONSSideline Agent Support (SAS)Coaching – pull calls, score callsCoaching – complete areas for improvementDEFCON coachingESCALATIONNight Shift Team Lead backupOncall weekend + public holidaysLevel 1 escalation - POCCustomer dissatisfaction escalations (24x7)Standby agent if required (24x7)KNOWLEDGE MANAGEMENTWebreference updatingTRAININGPreparation of training material & deliveryApply for system access“Go to” person for new hiresImplementation of process changesINTERNAL LIAISONEscalations from SalesEscalations from Service ManagementProduct input requiring CSAP responseDesign & implement internal processes for team Show less

  • Regional Customer Contact Centre Manager

    May 2008 - Sept 2009

  • Incident Management Supervisor

    Jan 2007 - May 2008

  • Customer Service Representative & Team Lead

    Jan 2004 - Dec 2006
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  BT Global Services

  Sept 2009 - May 2012

  Global Senior Service Manager

  Brief: Single point of contact and accountable for all service issues affecting Asia Pacific, Middle East and Africa for BTGS’ 3rd largest CPG contract. Required to co-ordinate the efforts of members in regional teams to deliver to SLA. The areas below show the role I play within Service Transition, Service Operations, Continual Service Improvement.Support hours: Business hours, and 24x7 escalation on-call for major incidents.Sites in contract: 171 sites in AMEA, 201 WAN devices, 949 LAN and security devices, 259 circuits, managing 2 regional operations centres, holding 2 CIO monthly reviews, and working with 17 countries to provide 24x7 service. Egypt, China, India make up over 60% of sites in AMEA.Travel component: Feb 2010 China for operational level review, March 2010 India for Customer’s annual service review, March 2010 Sydney for Customer’s process workshop, May 2010 Egypt for Customer’s process workshop, Nov 2010 Egypt for process workshop, Oct 2011 Shanghai for Customer CIO visit and production factory tour.Account Service Portfolio: MPLS and Internet, Managed Services, Service Management, Security, Conferencing (Audio & Web), Telepresence. Show less

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  Cisco

  Jun 2012 - Aug 2014

  High Touch Operations Manager

  Brief: Single point of contact and accountable for resolution of all incidents arising from Cisco infrastructure within Singapore and the ASEAN region. On-call 24 x 7. Responsibilities include:* Customer management – single point of contact for all operational issues on the Data, Wireless, Security and Voice network. Includes dealing with various stakeholders during a Severity 1 situation.* Internal Escalation management – engage functional senior management and technical resources within the Cisco TAC* Logistics expedite – engage escalation resources to address shipment delays* Weekly operations meeting – customer face to face meeting to discuss all operational issues and provide tracked updates.* Install base management – tracking of EOL devices, out of contract devices and provide inventory reports.Position: Focus Technical Support, Team Leader * FTS Singapore and Vietnam: Monthly review of Financials, Operations, People, Initiatives* ASEAN weekly leadership discussion – meet with other team leaders to provide a consolidated view of FTS ASEAN * Chair fortnightly ASEAN team meeting – set and coordinate agenda and presenters, moderate discussion* Provide mentorship and guidance on customer handling and new team member integrationPosition: Pulse leadership (APJC core team and Singapore ambassador)* Ownership of APJC employee engagement driving programs in the following areas within the organisation:* Rewards & Recognition – drive recognition programs for individuals who have gone above and beyond* Inclusion & Diversity – coordinate talks across APJC to raise awareness of cultural differences.* Career Development – organising workshops across APJC to have speakers from all areas of Cisco share the daily work, core competencies and character guilds for their roles.* Fun & Pride – develop a culture of teamwork with the local team with a variety of offsite activities. Show less

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  Vodafone Global Enterprise

  Aug 2014 - now

  Regional Service Manager, Senior Customer Success Manager

  Vodafone Award• Triple nominee for Global Star Awards: Get it Done Together, Create the Future, Earn Customer Loyalty (FY21)• Global award: Group Enterprise Excellence for driving Rapid Delivery in APAC (FY16)• APAC award: CSSO Hero (FY15)Successes• Regional Service Manager for VGE's MNC clients• Designed and pioneered a results focused COVID-19 emergency bandwidth upgrade so customers could immediately have users work from home –order to cash reduced from 3 weeks to 2hrs. Win-win outcome with quicker revenue recognition.• Offshore vendor management: Manage team to onboard 12000 users in India over 6 months, generating US$70K monthly revenue. Directly manage 8 country’s operations.• Best recovery story: India from Red to Green status in 6 months.• Bad debt recovery: US$1.3mil in 2 year debts recovered in 3 months• Opportunity identification: SLA failure gap analysis developed into 2 services worth ~US$50K MRC.• Design, build and rollout of mobile footprint in Thailand (2017) and Philippines (2018)• Margin maximization lead in APAC• Continual Service Improvement regional lead Show less