Augustus Wu
Telecommunications Professional
Klang,Malaysia
Summary
Conscientious Telecommunications Professional with experience solving problems creatively and using tact and diplomacy to achieve win-win outcomes. Great team player comfortable thriving in competitive, fast-paced environments. Polished in handling direct customer inquiries, implementing customer service policies and executing financial responsibilities.
Goal-oriented worker with outstanding knowledge of Mobile Telecommunications industry & organization. Proven history of increasing productivity and customer satisfaction with commitment to best-in-class customer service and maintaining professionalism.
Overview
23
23
years of professional experience
Work History
Project Management (Telco Projects)
Freelancing
Kuala Lumpur, WP KUALA LUMPUR
03.2020 - Current
- Software project sourcing and delivery management
- Manage project budget and delivery timeline
- Involved in project resources candidate hiring and monitoring
- Project Delivery:
- Nursing customers requirements are met in software delivered
- Manage software deployments and commissioning
- Manage stakeholders’ expectations to achieve delivery acceptance.
Insurance Agency Unit Manager, Customer Service
KL PBG INFINITE
Kuala Lumpur, WP KUALA LUMPUR
09.2020 - Current
- Insurance sale process management
- Personal sales KPI management
- Customer Services performance management
- Insurance Policies review
IT Services Manager
Hong Leong Assurance Berhad
Petaling Jaya, Selangor
01.2019 - 10.2019
- IT Service Desk Management, responsible for IT service desk SLA’s
- Manage service team performance and ensuring SLA’s are met
- Ractise ITIL based Incident Management, Service Request and Contract Management
- T Asset Management, to manage and track all company IT asset including Desktops, Laptops, mobile devices and software licenses
- IT contract Management includes vendor’s service contracts and software licenses contract.
Sales Capture Manager
Accenture Sdn. Bhd
01.2018 - 12.2018
- Key accounts clients/stakeholders’ management; Generating sales leads and follow up sales activities; Sales funnel tracking and reporting; managing concurrent bid teams to meet clients’ tender requirements
- Manage stakeholders from Malaysia’s leading telecommunications operator, involved in influencing client’s multi-year business strategies
- Providing consulting services to clients to drive business outcomes
- Concurrent bid management with team members from across ASEAN region for proposal value of MYR1mil and above each
- Successfully build relationship with leading mobile telecommunications operator in Malaysia and generating new sales leads.
Head of Project Management (Associate Director)
Axiata Group
Kuala Lumpur, WP KUALA LUMPUR
09.2016 - 12.2017
- Manage and Lead data analytics delivery teams; Actively engaged in internal and external customers analytics requirements and strategies; Actively driving analytics roadmap within Axiata Group of operators across the region; Lead operations budget planning and managing budget utilization
- Successfully roll out analytics use cases to Axiata operating companies in the region
- Credited for generating new revenue streams from Axiata operating companies and improve the customer experiences
- Manage team of Project Managers, Head of Service Delivery and Product development
- Successfully communicates and drive data analytics strategies and roadmap from Group to operating companies
- Manage and Control budget utilization and meeting yearly operations KPIs
- Successfully organized annual Axiata group wide analytics forum
Head of Marketing Analytics
Axiata Group
Kuala Lumpur, WP KUALA LUMPUR
01.2014 - 09.2016
- Build and develop Marketing Analytics development team (12 people); Manage team KPI and resources development needs; Review and approve team’s analytics use cases; communicates use cases insights and business outcomes to stakeholders;
- Successful lead IT team to build data analytics platform, tasks include leading RFP processes to evaluate and select analytics platform vendors
- Completed PoC of analytics use cases for Marketing Departments in Axiata operating companies
- Results were tracked and accepted by stakeholders
- Successfully operationalized use cases developed by the team to Marketing units in Axiata operating companies to generate new revenue streams and improve customer experiences
- Communicated business outcomes to key stakeholders
- Manage team’s training needs and budget utilization
- Successfully up-skilled in-house resources and augmented analytics development resources from contracted professional resource providers.
Head of Services Development
Axiata Group
01.2012 - 01.2014
- Manage deployment of Customer Experience Platform and Solutions to Axiata’s operating companies; Lead and Evaluated RFP for Customer Experience solutions; Plan and roll out Customer Experience solutions to Axiata operating companies in the region; Vendor contract management;
- Lead customer experience management use cases development
- Communicated use cases to senior management team and key stakeholders
- Successfully rolled out customer experience management solution to Axiata mobile operators
- Lead service development team to define new KPIs and measurements of operators’ customer experience index
Senior Manager (AVP)
Axiata Berhad, Group Technology
06.2010 - 12.2011
- Drive Group strategies to operating companies; Engage with operating company’s technology team to develop technology roadmap and expansion needs; Evaluate their technology procurement requirements; Assists operating company’s technology budget planning; Process governance
- Communicated Group Technologies strategies to all operating companies
- Review and evaluated all operating company’s technology tender processes
- Review and verify tender requirements and processes
- Audited operating company’s tenders
- Assisted in operating companies’ technology requirements planning
- Prepared operating budget for Group CTO
Education
Bachelor's Degree - Computer Science And Software Engineering
Swinburne University of Technology
Melbourne, Australia 02.1996 - 11.1998
Professional Certificate - Digital Marketing
Digital Marketing Institute
Kuala Lumpur 12.2015 - 12.2016
Skills
Stakeholder Management
Project / Program Management
Team Development and Management
Telco (mobile) Professional Consultation
Telco (B/OSS) Professional
Additional Information
- Digital Data Analytics and Mobile Telecommunications Services Professional Experienced mobile data analytics and services development team manager with more than 18 years in Telecommunications Industry.
- Notable success in forming and developing analytics team to drive organizational strategies and achieving Data Analytics KPI.
- Lead the development of Data Governance framework, structure and processes for Telco in the region. Data Governance included principles, models and codes of practice.
- Key driver in agile analytical models’ development methodology and articulate analytics findings and recommendations to stakeholders (C-suite to Mid-Mangers) while focusing in corporate strategies and achieving business outcomes.
- Plan and manage business unit's budget utilization.
Timeline
Insurance Agency Unit Manager, Customer Service
KL PBG INFINITE
09.2020 - Current
Project Management (Telco Projects)
Freelancing
03.2020 - Current
IT Services Manager
Hong Leong Assurance Berhad
01.2019 - 10.2019
Sales Capture Manager
Accenture Sdn. Bhd
01.2018 - 12.2018
Head of Project Management (Associate Director)
Axiata Group
09.2016 - 12.2017
Professional Certificate - Digital Marketing
Digital Marketing Institute
12.2015 - 12.2016
Head of Marketing Analytics
Axiata Group
01.2014 - 09.2016
Head of Services Development
Axiata Group
01.2012 - 01.2014
Senior Manager (AVP)
Axiata Berhad, Group Technology
06.2010 - 12.2011
Bachelor's Degree - Computer Science And Software Engineering
Swinburne University of Technology
02.1996 - 11.1998