Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Alvin Ang

Alvin Ang

Spore

Summary

Results-driven IT and telecommunications professional with 18+ years of experience in customer success, sales management, and technical solutions. Proven track record in driving revenue growth, building strategic relationships, and delivering exceptional customer service. Adept at bridging technical and business needs to optimize operations and profitability.

Experienced with customer relationship management, ensuring client satisfaction and retention. Utilizes proactive strategies to address customer needs and enhance engagement. Knowledge of effective communication and problem-solving for optimal customer success.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Customer Success Manager

FS.com
07.2023 - Current
  • Developing and managing all customer portfolios
  • Handle customer inquiries and communication
  • Analyze customer data to improve customer experience
  • Evaluate and improve tutorials and other communication infrastructure
  • Mediate between clients and the organization
  • Handle and resolve customer requests and concerns
  • Suggest new solutions or products to improve customers’ operations
  • Anticipate customer needs based on projects in the pipeline
  • Prove their value, internally and externally, to promote business growth and profitability for all

Product Manager (Palo Alto Networks)

Westcon Solution Pte Ltd
01.2023 - 06.2023
  • Built strategic relationship and meet vendor given quota and achieve profit target.
  • Assist Channel Sales and BDMs to position product offerings and manage customers requirement/expectation.
  • Deliver Internal and External Channel Enablement i.e. Conduct regular Product Update/ Promo/Events/ Training etc
  • Work with internal system team to ensure product pricing is up-to-date, latest vendor processes update.
  • Assist Internal on issues with vendor, operation, pre/post and tools related matters.
  • Submit timely and accurate weekly report to vendors and superior.
  • Assist BDM/Channel to visit targeted focus partners or end users to enhance product mind share and development.
  • Plan with vendor/internal to come out with promo/training/event for each vendor.
  • Quarterly marketing planning and business review with vendors
  • Plan on product growth on yearly or special project basis to work closely with internal team Channels, Marketing, Operation and Finance to ensure smooth process/operation.
  • Analyze QTD/YTD numbers, marketing/programs result against metric/MBO given by Management and Vendors
  • Familiar and ability to utilize tools provided by internal and vendor.
  • Always manage and work with operation team/purchaser on inventory stocking on a weekly basis for healthy inventory availability.
  • Developed product documentation to communicate upcoming features and products to internal teams.

Assistant Sales Manager Enterprise Business

China Mobile International (Singapore) Pte. Ltd.
06.2018 - 12.2022
  • Sold variety of complete IT solution like cloud (AWS, Azure, Alibaba, Huawei), Data Centre Co-location (e.g. Self built DC in SG), IT system support and maintenance services, connectivity, MPLS and So on.
  • Develop and execute sales strategies for exploring enterprise business opportunity and maximize sales prospect and company’s market penetration in the enterprise market.
  • Support daily sales enquiries from commercial perspective and respond to RFQ/RFPs.
  • Negotiate with large prospects and enterprise accounts to close business. Liaise with internal stakeholders to ensure the solution to meet customer requirement. Establish sales model and support agreement for new enterprise customers.
  • Establish and maintain excellent relationship with potential and existing enterprise customers as well as to provide world-class customer service to strengthen enterprise customer loyalty.
  • Provide sales report and formulate sales pipeline for each enterprise customer account and respective region.
  • After-sales support including service performance review, contract renewal negotiation, process improvement etc.
  • Achievement:
  • Promoted from Sales Executive to Assistant Sales Manager.
  • Contributed to the team of new account generating over $3M project.

Accounts Manager

LGA Telecom Pte Ltd
11.2015 - 05.2018
  • Serve as the lead point of contact for all customers’ account matters.
  • Build and maintain strong, long-lasting customers’ relationships.
  • Negotiate and secure contracts to maximize profits.
  • Ensure timely delivery of our solutions in accordance to customer needs and objectives.
  • Develop new business with existing clients and/or identify areas of improvement to meet sales quotas.
  • Forecast and track key account metrics (e.g. weekly/monthly/quarterly sales results).
  • Assist with challenging customers’ requests or issues; escalations as needed.
  • Achievement:
  • Build good relationships with new/existing customers.
  • Manage some of the major key accounts.
  • Won some government projects through tender process.

Presales Consultant

LGA Telecom Pte Ltd
11.2013 - 11.2015
  • Work closely with the sales team on proposals and pitches for business.
  • Attend meetings together with business development managers and provide technical solutions.
  • Enhance on the business cases for the sales teams to support their proposals.
  • Work closely and collaboratively with customers to devise effective solutions.
  • Ensuring that the company’s product can deliver on the customer’s requirements.
  • Work closely with customers to understand and capture requirements.
  • Reply to customers follow-up requests for information and proposals.
  • Present proposals to customers together with the sales team.
  • Provide ongoing support for customers post implementation.
  • Provide detailed costings for customers and manage the profit margin contract.
  • Achievement:
  • Help some of the major customers to enhance their network security.
  • Help customers to comply and pass MAS (Monetary Authority of Singapore) audit.

Project Manager

LGA Telecom Pte Ltd
02.2011 - 11.2013
  • Coordinate internal resources and third parties/vendors for the flawless execution of projects.
  • Ensure that all projects are deliver on-time, within scope and within budget.
  • Ensure resources availability and allocation.
  • Develop a detailed project plan to track progress.
  • Measure project performance using appropriate systems, tools and techniques.
  • Report and escalate to management as needed.
  • Perform risk management to minimize project risks.
  • Establish and maintain relationships with third parties/vendors.
  • Create and maintain comprehensive project documentation.
  • Achievement:
  • Able to handle tight schedule timeline.
  • Successfully help one of the government agencies to meet their tight schedule.
  • Coordinate and liaise with third parties/vendors to complete some high-level projects.

Pre-sales Engineer / Application Engineer

LGA Telecom Pte Ltd
01.2009 - 02.2011
  • Onsite installation of router/ Firewall products.
  • Support blackberry product with onsite assistance.
  • Provide basic product training to end-users.
  • Provide end-user guide.
  • Making technical presentations and demonstrating how a product will meet customer needs.
  • Provide pre-sales technical assistance and product education.
  • Liaise with other members of the sales team and other technical experts.
  • Solve customers’ problems.
  • Achievement:
  • Received excellent comments in feedback form.
  • Performed competitive analyses.
  • Attended industry trade shows, exhibitions, seminars and training sessions to promote products and services.

Technical Helpdesk

LGA Telecom Pte Ltd
05.2007 - 01.2009
  • Diagnose and troubleshoot technical issues, including account setup and network configuration.
  • Ask customers targeted questions to quickly understand the root of the problem.
  • Track computer system issues through resolution, within agreed time limits.
  • Guide customers through a series of actions, either via phone, email or chat, to assist them in resolving their technical issue.
  • Provide prompt and accurate feedback to customers.
  • Refer to internal database or external resources to provide accurate tech solutions.
  • Ensure all issues are properly logged.
  • Prioritize and manage several open issues at one time.
  • Follow up with customers to ensure their IT systems are fully functional after troubleshooting.
  • Achievement:
  • Received compliments from customers to solve their problem.
  • Promoted to team leader.
  • Enhance technical knowledge.
  • Developed and maintained courteous and effective working relationships.

Technical Support

NCS Pte Ltd
03.2006 - 03.2007
  • Maintain whole school network’s infrastructure.
  • Handle all school’s PC/Notebook and hardware.
  • Perform and maintain school’s daily operation.
  • Achievement:
  • Received compliment from HOD IT.

Education

International Advance Diploma - Computer Studies

Informatics
Informatics Academy
12.2005

Diploma - Computer Studies

Informatics
Informatics Academy
04.2004

National Technical Certificate Grade Two - Mechanical In Servicing

Institute of Technical Education Singapore
Institute Of Technical Education
12.1999

Skills

  • Computer Knowledge: Internet Application, Microsoft Office Application such as Words, Excel, PowerPoint, Cisco Router, Fortigate / Sophos Firewall, Carbon Black and Microsoft 365 Platform
  • Languages: Java Programming, C Programming, HTML, SQL database and Visual Basic
  • Languages Proficiency: English and Chinese

Certification

  • NTUC LearningHub Agile Scrum Master Held on March 2025
  • Singapore University of Social Sciences (SUSS) CET270 Customer Service Excellence Held on October 2024
  • Singapore University of Social Sciences (SUSS) BUS354: Customer Relationship Management Held on January 2024
  • Palo Alto Networks (Strata) – Certified sales Specialist Held on Feb 2023
  • Palo Alto Networks (Prima SASE) – Certified sales Specialist Held on Feb 2023
  • Palo Alto Networks (Cortex XDR) – Certified sales Specialist Held on Feb 2023
  • Sophos UTM – Certified Engineer Held on 2015-01-15
  • Advanced IT Security (By Temasek Polytechnic) Held on 2014-10-15
  • Fortinet Certified Network Security Administrator (FCNSA) License Fortinet, License FCNSA – 2013 – 15209
  • Cisco Certified Network Associate Held on 2008-03-29

Timeline

Customer Success Manager

FS.com
07.2023 - Current

Product Manager (Palo Alto Networks)

Westcon Solution Pte Ltd
01.2023 - 06.2023

Assistant Sales Manager Enterprise Business

China Mobile International (Singapore) Pte. Ltd.
06.2018 - 12.2022

Accounts Manager

LGA Telecom Pte Ltd
11.2015 - 05.2018

Presales Consultant

LGA Telecom Pte Ltd
11.2013 - 11.2015

Project Manager

LGA Telecom Pte Ltd
02.2011 - 11.2013

Pre-sales Engineer / Application Engineer

LGA Telecom Pte Ltd
01.2009 - 02.2011

Technical Helpdesk

LGA Telecom Pte Ltd
05.2007 - 01.2009

Technical Support

NCS Pte Ltd
03.2006 - 03.2007

International Advance Diploma - Computer Studies

Informatics

Diploma - Computer Studies

Informatics

National Technical Certificate Grade Two - Mechanical In Servicing

Institute of Technical Education Singapore

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