Chris Hsu
Sr. Program Manager (Care & Sales)
KUALA LUMPUR,Kuala Lumpur
Summary
With 23 years of experience in Program Delivery across Inside Sales, Customer Experience, Customer Strategic Planning, and developing operational strategies that drive business revenue, I have led leadership roles in global markets including the US, Canada, Australia/New Zealand (ANZ), Southeast Asia & North Asia (SEANM), and Asia-Pacific (APAC). My career has spanned various industries, leveraging a deep understanding of regional nuances and market dynamics to deliver impactful results and foster sustainable growth.
Overview
22
22
years of professional experience
4
4
Certifications
Work History
Sr Program Delivery Manager
Care & Sales
8 2022 - Current
- Under my leadership, I successfully orchestrated year-over-year revenue growth through strategic market expansion and the introduction of innovative products and services
- By implementing rigorous cost-cutting strategies and enhancing operational effectiveness, I significantly increased profitability margins
- I spearheaded initiatives to penetrate new markets and geographic areas, expanding our market share and generating new revenue streams
- Through key strategic alliances and collaborations, I bolstered our competitiveness and solidified our market position
- Additionally, I developed and executed targeted strategies and programs for acquiring new customers, resulting in a notable expansion of our clientele and enhanced customer experience
- By fostering operational excellence through streamlined processes and improved efficiency, I ensured higher overall quality, reduced costs, and increased productivity across the organization.
Digital Sales Manager (Microsoft)
Accenture
04.2021 - 04.2022
- As an Inside Sales Senior Manager, I achieved significant year-over-year revenue growth through digital sales channels by leveraging effective strategies including pipeline management, partner calibration and coaching effectiveness
- I developed and implemented lead generation strategies that resulted in a substantial increase in qualified leads and improved conversion rates, driving overall sales performance
- Leading a dynamic Inside sales team, I consistently exceeded targets by providing guidance on digital sales techniques, best practices, and leveraging analytics to optimize performance
- I utilized data analytics and KPIs to track performance, identify trends, and make informed decisions that continually optimized our digital sales strategies and initiatives
- These efforts were recognized with awards for outstanding performance in digital sales, leadership, and innovation within the digital sales field.
Virtual Sales Manager
Webhelp APAC
01.2020 - 03.2021
- Managing Microsoft Campaign for Australia market
- Responsibility/Activity: Process Management Creation of program playbook, lead routing rules, guidance to LDRs on pipeline management and deal stage timelines, how to handle demo requests, work with partner sales teams Ensure that all LDRs understand the process used to documents qualify leads, create and route valid opportunities successfully using the guidelines provided, according to deal thresholds and partner type Review call dispositions of the LDRs with the sales leaders so they can provide coaching for improvement
- Proactively develop content and share best practices to improve processes and program results Ensure that sales processes and requirements are understood and being followed, including the launch of new demand programs and associated processes and sales motions Engage in the proactive identification, assessment and resolution of issues, where analysis requires a deep understanding of the sales process that includes providing recommendations to Regional Leadership to enhance sales motions
- Change management lead to ensure that changes are adopted in a timely manner, highlighting barriers to adoption and remediation plans, including developing and opening communications plan to Global Team on not only program changes but results and next steps
- Ensure the team moves from a Contact Center/Customer Experience/Lead creation mindset into a SALES mindset, enabling the team to drive cross-sell and up-sell, Conversion Rates, Forecasting, clean pipeline management, Interlocks & Cross Functional Alignment Build and maintain global Vendor relationships, for effective partnering, sharing of best practices/information and method to easily provide feedback into the global program
- Liaison to Global leadership, as well as to regional Vendor counterparts across the globe to promote information and best practice sharing Assist in communication management to ensure transparency across the organization Weekly interlock on systems, tools, accounts, trouble tickets, onboarding, and staff changes, language support Engage in weekly peer lessons learned, observations and leading practice reviews Onboarding,Training & Coaching: Owns creation and updates to Program Playbook
- Regularly reviews with team the Program Playbook, making recommendations for program enhancements Systems and tools user experience liaison between local teams and technology points of contact Subject Matter Expert (SME) on team strengths, training needs, system or process barriers, playbook knowledge management Performance audit, analysis and development of targeted training plan (individual, by agent) to ensure that any skill, training or aptitude issues are addressed, remediated and recommended for adherence with campaign metrics Playbook maintenance and documentation on adaptations and routine updates
Site Operations Manager
Brandt International
06.2015 - 01.2020
- Developed and submitted strategy and initiative reports to highlight current actions and proposed changes to corporate committee
- Directed day-to-day operations focused on attainment of key business metrics, continuous improvement initiatives
- Devised, deployed and monitored processes to boost long-term business success and increase profit levels 25%
- Identified and resolved unauthorized, unsafe or ineffective practices by inspecting production areas regularly
- Conducted performance reviews each quarter, offering praise and recommendations for improvement
- Developed and implemented daily operations plans such as delivery routes, employee assignments and promotional strategies
- Evaluated suppliers to assess quality, timeliness and compliance of deliveries, maintain tight cost controls and maximize business operational efficiency
- Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance
- Accelerated efficiency of operations by controlling budgets, overseeing customer accounts, managing scheduling and driving meetings
- Cultivated strong business relationships with clients to increase overall experience, satisfaction and retention rates
- Maximized profits by reducing waste in payroll attrition 7% and increased sales conversion 20% with on-going training/monitoring
- Enhanced organizational efficiency by gathering business requirements and improving data models and reporting frameworks
- Maximized productivity and management systems by establishing specific goals and managing operations
- Streamlined and monitored quality programs to alleviate overdue compliance activities
- Communicated best practices among on-site and external personnel to align efforts and goals
- Built strong relationships with clients
Head of Channel Sales
V-cube Malaysia Sdn Bhd
05.2012 - 12.2014
- Wins, maintains, and expands relationships with assigned channel partners
- Assigned to channel partners based on geography, channel, or market for achieving sales, profitability, and partner recruitment
- Represents the entire range of company products and services to assigned partners though may focus on a specific solution or product set if focused in a partner vertical market
- JOB RESPONSIBILITIES
- Establishes productive, professional relationships with key personnel in assigned partner accounts
- Coordinates the involvement of company personnel, including support, service, and management resources, in order to meet partner performance objectives and partners’ expectations
- Meets assigned targets for profitable sales volume and strategic objectives in assigned partner accounts
- Proactively leads a joint partner planning process that develops mutual performance objectives, financial targets, and critical milestones associated with a productive partner relationship
- Proactively assesses, clarifies, and validates partner needs on an ongoing basis
- Sells through partner organizations to end users in coordination with partner sales resources
- Manages potential channel conflict with other firm sales channels by fostering excellent communication internally and externally, and through strict adherence to channel rules of engagement
- Leads solution development efforts that best address end-user needs, while coordinating the involvement of all necessary company and partner personnel
- Ensures partner compliance with partner agreements
- Drives adoption of company programs among assigned partners.
Project Manager
Blurblob Creatives Sdn Bhd
05.2010 - 03.2012
- Develop solution strategies by engaging in consultative solution selling, involving business partners and influencers as appropriate
- Establish and maintain relationships
- Oversees end-user communications and provides monthly activity overview and adhoc reports as needed
- Oversees print production of assigned projects including brochures, sales collateral, brand direct mail and onboard collateral
- Develop an effective account plan and manage the revenue, wallet share as well as the customer satisfaction on assigned accounts
- Develops support materials and conducts end-user training as needed
- Maintains departmental inventory/fulfillment user manual
- Commit to and deliver results according monthly targets/forecasts
- Identify and prioritize opportunities and manage a pipeline of opportunities
- Plan and execute an effective relationship strategy and maintain effective long-term business relationships at the senior level with key decision makers and influencers
- Plan and facilitate and/or conduct complex negotiations achieving lasting agreements and commitments
- Assists with and contributes to the development of new online fulfillment web interface for travel agents
- Explain the product’s benefits to the customers and overcome their objections
- Researches innovative methods to improve functionality and user experience
- TARGET : 4 projects in a year REASON FOR LEAVING: Seek for better career advancement opportunities and exposure.
Team Sales Manager
ALLIANCE DIRECT MARKETING
10.2006 - 02.2010
- Manage, help generate and qualify as well as process sales leads
- Also responsible for maintaining customer, prospects and competitor databases and assessing, devising, and implementing marketing promotions
- Generate new business through outbound calls and follow up on incoming sales leads
- Maintain revenue goals by quarter and year to date
- EXPERIENCES GAINED: Telemarketing sales experience in unsecured loan and banking services plus products
- Good team player and Multitasking capabilities
- Proven initiative and ability to work with minimal supervision
- Excellent organizational and motivational skills
- RESPONSIBILITIES: To achieved at unsecured loan for target every month RM1.2M approval rate, Ensure the staff score their KPI
- Handling campaign activies with reporting, complaint cases, creating game plan to campaign, dealing with client on sales improvement and expanding the campaign exposure with campaign conversion
- REASON FOR LEAVING: Seek for better career advancement opportunities and exposure.
Sales Executive
CABLETRON (M) SDN BHD
02.2002 - 08.2006
- Responsibility for the sales process from initial point of contact (lead generation), presentations, proposals, through contract negotiations and execution
- Meet/exceed minimum quarterly and annual sales objectives plus the services to the customer
- EXPERIENCES GAINED: Good team player and Multitasking capabilities
- Proven initiative and ability to work with minimal supervision
- Excellent organizational and motivational skills
- Knowledge of Internet and Electronic industries
- REASON FOR LEAVING: Seek for better career advancement opportunities and exposure.
Education
Primary/Secondary School/'O' Level -
Sabah College
Skills
P&L Management
Certification
Microsoft 365 Fundamentals Certificate, Microsoft, Current
Languages
Bahasa Malaysia
English
Mandarin
Accomplishments
Under my leadership, I successfully drove year-over-year revenue growth through strategic market expansion and the launch of different services. Implementing effective champion-challenger and improving the efficiency of operations increases the program's profitability by establishing new revenue streams.
By promoting operational excellence through streamlined processes and better efficiency, I secured higher overall quality, lower costs, and increased productivity throughout the organization.
Timeline
Digital Sales Manager (Microsoft)
Accenture
04.2021 - 04.2022
Virtual Sales Manager
Webhelp APAC
01.2020 - 03.2021
Site Operations Manager
Brandt International
06.2015 - 01.2020
Head of Channel Sales
V-cube Malaysia Sdn Bhd
05.2012 - 12.2014
Project Manager
Blurblob Creatives Sdn Bhd
05.2010 - 03.2012
Team Sales Manager
ALLIANCE DIRECT MARKETING
10.2006 - 02.2010
Sales Executive
CABLETRON (M) SDN BHD
02.2002 - 08.2006
Sr Program Delivery Manager
Care & Sales
8 2022 - Current
Primary/Secondary School/'O' Level -
Sabah College
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