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Maples GroupInformation Technology Service Delivery Manager, Asia
Aug. 2017Hong KongService management
• Maintain high performing service support functions including IT Service Desk and Desktop Support.
• Owner of the Incident and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required.
• Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed.
• Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed.
• Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
• Drive internal and third party service review meetings covering performance, service improvements, quality and processes Performance & Quality
• Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
• Work with internal and third party teams to ensure actions are taken and completed to protect and improve services
• Provide regular and accurate management reporting on IT Service performance
• Effectively deliver/manage IT Staff Management including mentoring, training, target setting and performance assessment
• Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments
Hello PalVice President
Jun. 2013 - Aug. 2017Sheung Wan, Hong KongHello Pal is a first of its kind social language learning app that allows users to easily find and talk to other people all over the world, in completely foreign languages, in just minutes: language learning app with a social twist. Using Hello Pal’s unique combination of phrasebooks and translation tools integrated into its chat messaging system, language is no longer an obstacle to people all over the world communicating with each other, regardless of what language they speak. Part of the founding team for Hello Pal as a startup: a first of its kind language learning
app with a social twist. Manages the Hong Kong content and design team and liaises
between our programming teams in Ukraine and China. • Pioneering member of startup; from incorporation to being a publicly-listed company
in the Canadian Stock Exchange
• Managed Hong Kong office; hub for content development, app design, and technical
customer service centers
• Liaised between Hong Kong design team and Ukraine and China programming team
Early Education for Every Child Foundation (EEECF)Member of Board of Directors
Mar. 2011 - Oct. 20171250 Oakmead Pkwy, Ste 210, 94085 Los Angeles, CA United StatesThe Early Education for Every Child Foundation (EEECF) believes that parents and care givers can make a tremendous impact through helping children fulfill their innate potential, while also ensuring that the learning process remains fun, engaging, and respectful to both the parent and child. We also believe that every child in the world deserves to have access to early childhood education. Founding member of EEECF (registered non-profit). We aim to highlight the importance
of early education (reading, math, music, creativity & physical dev’t) and empower
parents and caregivers with tools to help teach kids to love learning. • Facilitated approval of individual and institutional sponsorships
• Maintained database of grant approvals
• Developed eeecf.org website and published reports
BrillKids InternationalVice President, Development
Mar. 2008 - Aug. 2017Sheung Wan, Hong KongAuthor & designer of content for web/print, digital marketer, customer service manager.
Manages the Hong Kong content and design team and liaises between our programming teams in Ukraine and China. • Pioneering member of startup;
• Developed curriculum content for learning software and all website copy
• Developed helpdesk platform and authored technical manuals for end-users
• Conceptualized and executived marketing initiatives
• Developed distribution network in 10 countries and nurtured an online parenting
community from zero to over 200k members
• Authored and edited content for www.brillkids.com, www.brillbaby.com, www.parentweb.com
• Managed projects for product development and web-based solutions for BrillKids members – back-end account management pages, online store (Magento), SSL log-in and data features
• Complete management and administration of our online parenting community – http://forum.brillkids.com • Bug testing and troubleshooting
• Author of help manuals in CHM and PDF
• Produced video tutorials and quick tours
• Built distribution networks
Seever and AssociatesHead of Marketing and Endorsements, Asia
Oct. 2007 - Dec. 2007• Spearheaded corporate projects, mainly dealing with events management and artist representation, to promote major Hong Kong brands
• Liaised between the US headquarters and Hong Kong branch office for brands, talents and advertising clients
Quantum Hotels & ResortsSales & Marketing Manager - Hong Kong
Sep. 2006 - Oct. 2007Philippines• Supported and worked closely with the President, Vice President and Business Development teams (based in Manila) to provide all-round Sales/ Marketing and administrative support in Hong Kong and assists in implementing new marketing plans
Summit Media (Summit Publishing Co., Inc.)Marketing Officer
Mar. 2003 - May. 2006• Led the organization and execution of various productions and events for multiple magazine titles, including Marie Claire, Cosmopolitan, and Men's Health
• Coordinated marketing materials and promotional events for top-selling publications, conducting interviews and writing articles for lifestyle-related topics
• Managed filing systems for promo databases and compiled statistics for annual reader surveys at Summit Media
BCI AsiaBusiness Development Officer
Oct. 2000 - Oct. 2002• Contributed to over 2 million in sales in 2001 by managing customer care, inquiries, and follow-up calls to expand the client base.
• Introduced foreign clients to the local construction industry through publications, increasing awareness for local investment in foreign firms.
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