Howard Cheng

Experience

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  Monsanto

  Feb 1999 - Aug 1999

  Electrical & Instrumental Intern

  Created cap detection systems for the inspection process using Allen Bradley Programmable Logic Controllers (PLC) in conjunction with photo sensors and pneumatic devices, thus preventing all unsealed products from being shipped out of the facility.

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  Monsanto

  Jan 2001 - Aug 2001

  Information Technology Intern

  - Provided hardware/software support for 500 employees.- Reconfigured broken system networks into Virtual LANs that allowed total communication between all nodes.

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  Study Program

  Mar 2002 - Mar 2004

  Student

  Gained proficiency in Chinese. Taught speech preparation and presentation techniques at various universities.Served as Public Relations Person for the Leadership Soccer Program.Edited newsletters for the Tai-Chung Toastmasters Club.Taught English for the English Club.

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  Foxconn

  May 2004 - Mar 2005

  Material Planner

  - Collaborated with Cisco and vendors from Malaysia and Singapore to streamline the global supply chain using the Kanban System.- Handled the supply chain for 4 New Product Introductions (NPI) during the startup of a new business unit.

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  Inventec

  Mar 2005 - Sept 2005

  Material Planner

  - Coordinated with Hewlett-Packard on supply logistics for the HP Blade servers.- Pulled/pushed out shipments to maintain on-time delivery.

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  Sydcor

  Sept 2005 - Apr 2007

  Service Delivery Manager

  - Responsible for 6 customer accounts with annual base of $2 million USD. - Managed packaging, product defect, and recycling project for Dell supply chain. - Handled complete Order Fulfillment, Quote Generation, SLA, SOP, SOW, and internal manufacturing process. - Processed contract changes/credits and provided collections assistance.

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  Rackspace, the #1 managed cloud company

  Aug 2007 - Sept 2016

  - Reported to Head of Asia Service Delivery and worked closely as an Account team with the Lead Engineer and Business Development Manager.- Provided support in Rackspace’s highest Intensive SLA offering and managed Enterprise customer accounts in the Asia region with yearly revenue base of $7.8 million USD across varied industries such as airlines, finance, pharmaceutical, and e-commerce.- Served as the first Support person in the Rackspace Sales office and helped build out the support team and implement new business processes. - Proactively held periodic customer account reviews and provided consultation to customers on Cloud and dedicated hybrid technology.- Project managed the first Rackspace model of putting Rackspace gear in other provider's datacenter and integrating that with Rackspace customer support. This allowed Rackspace to provide an offering beyond Rackspace’s own datacenter locations and for customers to meet compliance by being able to keep client data within their own country. - Created and delivered a two-week foundational training program for new Service Delivery Managers as well as did separate Rackspace product training for new hires in other departments. Won the Leading Light award for best presenter/trainer for two years straight.- Mentored and served as the Subject Matter Expert for the team in customer retention (churn), contract renewal, and customer satisfaction (NPS). Show less - Managed 300 SMB customer accounts with total revenue base of $4 million USD yearly.- Coordinated client requests involving technical support, billing, and server configuration changes.- Built and maintained long-term customer relationships through regular pulse checks and conflict management and resolution strategies.- Generated and uncovered additional business opportunities resulting in an average of $85,000 USD in additional yearly revenue.- Renewed customer contracts - secured $2 million USD in annual revenue. - Worked with Sales, Billing, and IT support to streamline processes that positively impact the customer experience.- Provided mentoring for new Service Delivery Managers and support to existing Service Delivery Managers.- Received recognition for Service Delivery Manager of the month and most lead/revenue generation for sales awards. Show less

  • Senior Service Delivery Manager

    May 2011 - Sept 2016

  • Service Delivery Manager

    Aug 2007 - May 2011
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  Telstra

  Oct 2016 - now

  Lead a high power team of Service Delivery Specialists in different countries to provide on-time delivery with quality customer experience. Our team services Telstra's highest tier Platinum customers in North Asia.- Manage team KPIs successfully and resolve team escalations.- Conducted Workforce Management analysis to determine the optimal order capacity per team member, ensuring balanced workloads and operational efficiency. - Created a new Service Delivery model to best utilize team resources and service the customers better.- Developed a 30-day Operational Level Agreement (OLA) with the Service Assurance group to ensure a seamless customer transition post-delivery.- Received International Quarterly Business Award for streamlining processes across Service Delivery and Provisioning. Show less (Hybrid role in which I did both new service implementations and customer service) - Provide exclusive support to Top Tier OTT Accounts with yearly revenue base of over $46.4 million USD. - Project manage customer Implementations which met or were delivered earlier than the customer request date. - Presented and implemented improvement plans as a member of the Employee Engagement Survey Committee.- Created a new Team site detailing the processes, work flow, glossary, etc to centralize team documentation and facilitate collaboration.- Received the May 2018 SDM award for going above and beyond in service delivery for the customer. Show less - Provided exclusive support to Top Tier Enterprise Accounts with yearly revenue base of over $9.4 million USD. - Took point in managing the Hong Kong team’s NPS with the six of us achieving a combined NPS of 100% and customer response rate of 86.2%. - Developed the Ticket Initiative with the Service Management Leads in the APAC region with the goal of bringing about quality improvements in Support. - Started weekly Service Management team sharing sessions to increase team bonding and information sharing.- Provided insights to the development team and persuaded customer to be part of the testing in the ongoing development of a new Telstra Customer Portal.- Received a major customer’s 2016 Service Assurance Award- Received the Q3 Asia Award for going above and beyond to drive outcomes for the customers. Show less

  • North Asia Service Delivery Team Manager

    Oct 2016 - now

  • Senior Service Delivery Manager - OTT

    Oct 2017 - Sept 2019

  • Senior Service Delivery Manager

    Oct 2016 - Sept 2017