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Summary

A keen learner in the telco industry that started from consumer broadband in StarHub to the now carrier world with Telstra Global.
Strong knowledge of south asia markets with deep understanding of local loop products and technology uses.
With the gradually build up knowledge and experience in this industry, I do hope to bring value to the team.

Work History

May 2013Present

Network Trading Manager / Senior Manager, Procurement & Supplier Management, South Asia

Pacnet Global / Telstra Global

Procurement role

  • Source quotations and rates from vendors to support sales opportunities and complex bid and deliver
  • competitive solutions for customer network requirements.
  • Typical products procured are IPLC, IPVPN, IPT, EIPL, DIA, EVPN and Local Access products in regions
  • like Singapore, Thailand, India, Indonesia, Malaysia and EMEA regions
  • Strong knowledge and understanding of local loop products in South Asia markets especially
  • Singapore
  • Knowledge in subsea cables as part of the purchasing decision on best possible route / cost.
  • Besides the main task above, other major aspects of my work are,
  • Support cost of access (COA) budget and savings.
  • Support the company’s margin target in pricing negotiation with providers.
  • Provide support to the management to manage COA budget.
  • Support COA savings target and manage COA savings projects.

Vendor

  • Negotiate agreements and rates with vendor.
  • Develop and maintain relationship with global carriers and local access providers across various
  • regions with focus on South Asia countries.
  • Negotiate contract and agreements with vendors to ensure Pacnet to be market competitive by
  • driving down the backbone cost and spending on off-net circuits.

Strategy planning

  • Develop and support Pacnet’s local access and 3rd party off-net strategy to ensure Pacnet has a
  • competitive market advantage in terms of cost economics, speed-to-market, scalability and ability to
  • meet or surpass customer requirements.
  • Develop network plan and prepare business case to support network grooming, integration,
  • migration and expansion projects
  • Review the suppliers list from time to time to ensure our vendors can support Pacnet’s
  • network requirements and customer needs including SLAs, termination rights…etc
July 2010April 2013

Project and Service Manager

StarHub Ltd

Project Manage

  • Responsible for planning, scheduling and mobilising various work teams to deliver the project to
  • customers
  • Project and Service Management key wholesale account to deliver all Voice, Data and IP services
  • Ensure smooth provisioning of selected orders
  • Oversee and manage implementation of selected orders
  • Manage on-time and on-budget delivery of selected orders
  • Major accounts handled/handling (HKT Global, Pacnet Global, Telstra, British Telecom, DiGi and Level3

Service Manage

  • A SPOC for customers for pre-post issues
  • Act as on-call technical resource for sales force and customer
  • Respond to technical enquiries, fault escalations, regular service reviews and submit
  • monthly/quarterly service report when required

Knowledge / Responsibility

  • Strong knowledge of various local loop in Singapore market and technology uses (SDH, DWDM,
  • MetroE or NGN)
  • Participate in RFP deals or ad-hoc pre-sales negotiation
  • Produce network diagrams for illustration of solutions when required
Feb 2004July 2010

Customer Service Senior Supervisor

StarHub Ltd
  • Lead, motivate, supervise, coach and manage a team of Technical Support Analysts (TSA) and
  • Technical Support Team Leaders in providing 24 x 7 technical support for StarHub’s MaxOnline, Digital
  • Voice, Dialup, Wireless Broadband & Internet Value Added Services.
  • Lead the Inbound and Outbound Team and implement changes to improve work processes
  • Build and lead the flagship iPhone support team to embrace the first telco support of iPhone.
  • To ensure KPIs are met and that resources are being deployed in the most optimal manner.
  • Assist Manager to conduct operational planning to streamline processes and to achieve operational
  • efficiency and effectiveness
  • Ensure that the team’s performance meets the set of Quality Objectives and Key Performance
  • Indicators.
  • Handle difficult customers and resolve the customers’ complaints and issues.
  • Redeploy resources across sections in CS to ensure departmental performance at optimal level
  • Liaise with different departments to resolve customer and work issues
  • Attending meetings on improvement in work procedures. By making recommendations to changes in
  • the management of the teams in terms of work processes and deployment of resources so as to
  • achieve operational effectiveness and efficiencies.
  • SME for major products like Digital Voice Home line, Wireless Broadband and Email Services.
  • Conduct Interviews for prospects.
Jan 2001Dec 2001

Progammer

Cybell Technologies
  • Responsible for the programming infrastructure of the existing e-cookhouse indenting system for SAF Tekong Camp.

Education

Jan 1998Jan 2001

Diploma in Internet Computing

Temasek Polytechnic

Achievements

2008

  • Stellar Service for Service Coaches (AchievelGlobal)
  • People Leadership Programme (SDC Consulting)

2007

  • Frontline Leaders in Action/ The Challenge of Team Leadership (StarHub in-house trainers)

2006

  • Nominated for the Best Contact Centre Champion of the Year Award (Over 50 Seats) for the prestigious
  • CCAS International Contact Center (http://www.ccas.org.sg/home.asp)
  • EXSA Gold Award (http://www.spring.gov.sg)

2005

  • EXSA Silver Award (http://www.spring.gov.sg)

Interests

  • I enjoy traveling and meeting people from all walks of life. The cultural differences in each country have taught me the need to be adaptable and flexible in different environment
  • A strong believer of teamwork but at the same time able to work independently



References

1. Mr Raymond Choo

  • Designation: Director for Technical Services (StarHub)
  • Contact: 98590042

2. Ms Elaine Tay

  • Designation: Account director (Colt)
  • Contact: 98590176

3. Mr James Goh

  • Designation: Director for Carrier Management (Citic Telecom)
  • Contact: 98590451

4. Katherine Lee

  • Designation: HR Director (China Aviation Oil)
  • Contact: 9845 0999