Executive Vice President - DoComo Inter Touch

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March-2004 to September -2007
DoCoMo Inter Touch
Executive Vice President, Service
Key Accomplishments
Inter – Touch provides broadband service to 400 partner hotels in 47 countries. Main responsibility is to ensure superior customer service for all inter-touch customers and partner hotels.
Support is provided in English, Malay, Japanese, Mandarin, Cantonese, Spanish and Portuguese.
Responsible for Global Helpdesk/Customer Service Operations (24x7), handling calls from Asia Pacific, South Pacific, Europe, Middle East and Africa.
This center was established from ground zero. Lawrance was responsible for telephony set up (toll free numbers/language skill set routing and reporting) and responsible for incident tracking system (Unicenter Service Desk) and all other aspects of the center.
Established workflows, escalation processes for customer service/2nd level support operations.




1. Managed the transition of helpdesk support from outsourced model to in house model.
2. Managed new hire process and training
3. Grew helpdesk team from 14 to 40 within a period of 12 months
4. Initiated new process flows, new report structures and complaint handling.
5. Pushed first call resolution rate from 45% to 90% in 8 months.
6. Established internal and external SLA/KPI’s.
7. Project managed move of the office and support center from Menara Keck Seng to current location.
8. Merged Customer Service and Technical Support teams
9. Launched Centralized Account Management team.
10. Consistently meeting KPI levels since October 2004.
11. Promoted to Executive Vice President Services – March 2006. Was in charge of Centralized Account Management/Customer Service/Technical Support/Network Operations/Global Operations. Total of 325 staff in the services organization, includes Global Operations Director, Customer Service Director, Network Manager and CAM Manager.
12. Secured the Oberoi India broadband contract and rolled out outsourced services in India to support the Oberoi contract. 2-y

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Extremely results oriented and proactive seasoned business leader with proven record operations, IT management, business development, project management and optimization strategies. Dedicated to continuous process improvement and new technologies in the face of rapidly evolving and changing markets. Extremely results oriented and proactive in managing cost-effective solutions for company wide concerns. Possesses in depth knowledge of Business Process Outsourcing, Shared Services, Digital Marketing and Transformation and Hospitality Management. Personable and friendly with superb negotiations and presentation skills. Key Strengths • Hands on experience building BPO/Shared Services Centers from scratch • Focus on process improvement and optimization • Proven track record of meeting KPI’s • The ability to devise and implement contact center designs that work for the employees and the organization. • Ability to train, motivate and supervise • Upbeat, disciplined and creative personality, seen as a natural leader • Excellent negotiator/communicator and facilitator • Focused on staff, kpi’s and bottom line • Ability to devise effective and inexpensive solutions that meets customers and organization needs. • Flexible, committed to achieving outcomes. • Project Management • Remote Management • Excellent time management • Business Development

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