Bruce Lee Shao Heng

Experience

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  P2I ONLINE SDN BHD MALAYSIA

  Mar 2006 - Mar 2010

  Managing multiple teams of approximately 30 staffs supporting clients in US and Finland (language specific – Finnish) - Resource management to meet production datelines. - Performed quality control on final product. - New hire training on company products and procedures. - Involved in business performance and financial progression discussions with client and senior management from US. - Generating product completion report. - Daily task assignments and progress monitoring. Show less

  • SENIOR PRODUCTION TEAM LEAD

    Oct 2007 - Mar 2010

  • WEB CONTENT DEVELOPER

    Mar 2006 - Oct 2007
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  IBM

  Mar 2010 - May 2021

  Managing a team providing internal client support (Service Management, Asset Management, Security, Risk and Compliance, Finance Analyst and End User Support) to customer from different region (AP, EMEA & North America). Also managing a team providing Telecom Expense Management to Canada Customer.Client Relationship Management. Engaging with account delivery team (PE /DPE) in account health, service improvements and account financial discussions.Customer Satisfaction Management. Monthly review customer satisfaction for the End User Services Team (Internal onsite support) using Net Promoter Score (NPS), seeking improvement opportunity from the survey. Average achieved 84 points in 2020; perfect 100 for 5 months in 2020.Career development for employee. Periodically offering advice and assistance to employee in career planning within the company. Successfully reassigned bench resources within 3 – 6 months thru reskilling or role matching with current skill.Employee Engagement Survey. Encourage employee to participate in the yearly Engagement Survey, providing their feedback to help improve the company. Achieved 87.2% (2020) and 87.9% (2019) at Engagement Index and 92.3% (2020) and 90.9% (2019) at Inclusion Index. Derived action plan to improve next year result. Interview Talent. Working with recruitment team in talent acquisition for both internal and external talent. Participate in mass hiring project in 2015 to interview Service Management talent.Service Transition. Collaborating with Transition Manager for project transitions, ensuring all requirements are met; service terminations, establishing smooth transition of the service discontinuation without impacting the client.Financial monitoring. Reviewing weekly employee labor claims to ensure accuracy during client chargeback. Monitor and verify overtime, shift, and travel claim. Control and decide employee purchase request to establish expenditure compliancy within the business unit. Show less Service Delivery Manager for internal applications e-Config & e-Pricer. Managing the services from L1 Service Desk (Malaysia) and L2 Support Group (India) that provide end user support in Asia Pacific. Service Delivery Manager for End User Services. Managing internal Service Desk and Deskside Engineer function across countries in Asia Pacific (ASEAN, ANZ, GCG, Korea and India). SLA/KPI Management. Monitoring SLA and KPI achievement for all the functions. Weekly review with SME and Team Lead regarding performance and discussion about action plan when SLA/KPI are in risk. Reduced 60 – 70 backlog incidents from L2 team to below 10 backlog per week. Customer Satisfaction Management. Point of contact for end user escalation. Weekly review compliments and complains received by the Service Desk and L2 Support. Derived action plan for service improvement from complains. New Business Management for End User Services. Working closely with Global New Business Team to review new services for support. Planning trainings and ensuring all processes and policies are operational ready for all support personnel. Ticket Analysis. Analyzing Service Requests and Incident tickets on weekly basis for trend analysis, thereby creating knowledge base for service desk personnel for faster call resolution and maintaining SLA, timely updating identified risk to the respective teams for solutions. High Priority Incident Management. Key person for high severity incidents; information dissemination to the team to ensure appropriate action is taken to reduce call volume. Show less Managed multiple SO accounts with resources from different language pools providing services to end user in Asia Pacific (ASEAN, India, Japan, Korea, ANZ and GCG). - Liaise with Project Office located in Japan and Germany. - Monitor and achieve account specific SLA achievement - Updating stakeholders regularly on account health, high severity incidents, ticket trending and Service Desk Performance. - Key person for Project Office, client IT stakeholder updates and end user escalations. - Review and update the Document of Understanding for relevant services performed by Service Desk. - Initiate Service Improvement Plan to eliminate defect and drive continuous improvement. Show less Managing a 30 – 40-person team providing client support in Mandarin & Cantonese language to end user from China, Hong Kong, Taiwan and Macau. Oversee 16 different accounts and monitoring call SLAs. - Resource management - Organize daily team meetings - Responsible in SLA achievement - Scheduling trainings for new hire and cross-skill trainings for existing agents - Agent's performance tracking - Point of contact for user escalation - Responsible for client process, procedure and policy update - Manage agent call quality (soft skill) and improvement plan Show less Managing a 10-person team providing client support for various languages namely: English, Mandarin, Japanese and Korean - Key person for account information management, SLA, and new hire training - Agent call and ticket quality management (technical skill). - High priority incident and escalation management. - Conduct account level analysis for proactive prevention. - Responsible for client process, procedure and policy update. - Ticket backlog management Show less

  • First Line Manager

    Mar 2016 - May 2021

  • Service Delivery Manager

    Jun 2013 - Feb 2016

  • SERVICE DESK ACCOUNT FOCAL

    Dec 2012 - Jun 2013

  • SERVICE DESK POOL LEAD

    Feb 2012 - Nov 2012

  • SERVICE DESK SUBJECT MATTER EXPERT

    Jan 2011 - Jan 2012

  • SERVICE DESK IT SPECIALIST L1 SUPPORT

    Mar 2010 - Dec 2010
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  ITAPPS

  Nov 2021 - Oct 2022

  CX Success Manager
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  JOS Malaysia

  Oct 2022 - now

  Service Delivery Manager