1) Richard RAO
Customer Engagement Director for Asia & Pacific Region
Direct Line Manager from 2013 to 2015
With 14-years experience in the Telecom industry, I am experienced managing Customer Engagement Accounts & Profit Centres in the fast-evolving Telco environment.
I have delivered in the technical domains of Messaging (VAS) and Video streaming applications (IPTV/Mobile TV), Computer Telephony Integration (CTI) and Customer Experience Management (CEM).
My work experience includes leading Practice Centres and managing Tier-1 to Tier-3 Accounts, executing in Business development, Project Delivery, Customer Management and Business Operations roles.
My goal is to leverage my Technical, Commercial, Program Delivery and People Management skills to deliver exceptional results.
Delivered Programs of works including up to 10 concurrent projects, managing, scope, quality, costs and delivery targets, recruiting and managing teams of projeft managers and experts.
Managed Tier-1 to Tier-3 customer accounts and stakeholders, ensuring Customer Satisfaction, developping Governance reviews, and defining improvements plans when required.
Managed a direct report team of 15 persons and delivered programs with up to 45 persons, ensuring results, Motivation, focus and Career progression.
Proficient with Workforce and Skills planning, Orders, Sales & Profitability reporting, Costs optimisation and compliance, Delivery model definition and implementation.
Executed on Opportunity development, Business case definition, Offer management, Contract Preparation & Negotiation, Commercial Bid response and Presentations to customers.
Call Centre & Customer Experience
Video & Multimedia
Messaging & Applications