Wai Nam Maxx Wong

• Tracked KPIs and created continuous improvement plans.
• Fostered an environment of continuous improvement through active solicitation of feedback from both customers and internal staff members.
• Enhanced customer satisfaction by addressing technical issues and providing timely resolutions.
• Collaborated with cross-functional teams to identify and resolve systemic product issues.
• Mentored junior support staff, fostering a culture of collaboration and learning within the team.
• Streamlined support processes for improved efficiency and faster response times.
• Analyzed and developed service goals for in-bound call center.
• Improved customer relationships through proactive communication and follow-ups on resolved issues.
• Led regular meetings with key stakeholders to discuss ongoing initiatives, challenges, and successes in the support department.
• Implemented effective performance metrics, driving continuous improvement in the support team''s performance.
• Supported new product launches through seamless integration of new technologies into existing support frameworks.
• Developed comprehensive training programs to continuously upskill the technical support team.
• Developed and implemented training initiatives for new hires.
• Established a robust knowledge base, reducing resolution time and increasing first-call resolution rates.
• Optimized scheduling for 24/7 support coverage, ensuring customer needs were met around the clock.
• Managed escalation procedures to ensure high-priority issues were addressed promptly and effectively.
• Managed customer contact center with [Number] support representatives.
• Analyzed support trends to identify opportunities for product enhancements or additional training resources.

• Supervised operations staff and kept employees compliant with company policies and procedures.
• Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
• Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
• Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
• Led hiring, onboarding and training of new hires to fulfill business requirements.
• Developed and maintained relationships with external vendors and suppliers.
• Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
• Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
• Analyzed and reported on key performance metrics to senior management.
• Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
• Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
• Developed and implemented strategies to maximize customer satisfaction.
• Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
• Directed initiatives to improve work environment, company culture or overall business strategy.
• Trained and guided team members to maintain high productivity and performance metrics.
• Interacted well with customers to build connections and nurture relationships.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.

· Involve in product development, testing and reliability analysis to maximize production yield.

· Handle customers’ defective parts return and investigate the root cause by performing bench test and failure analysis.

· Coordinate with wafer fab personnel to ensure sufficient stock for production use.

· Coordinate with vendors to ensure equipments (Burn in oven and other testing equipments) are timely delivered and properly installed for production usage.

· Coordinate with Subcontractor in Philippine regarding product and process issues.

• Reduced downtime through efficient troubleshooting and root cause analysis of equipment failures.
• Reviewed technical documentation to complete equipment maintenance and repair.
• Performed troubleshooting and repair for complex electrical equipment.
• Organized and directed maintenance shutdowns and startups.
• Involve in troubleshooting and upgrading of Automatics Test Equipment.
  Perform preventive maintenance, calibration and reliability testing for Automatic Test and Probing Equipment to ensure smooth production operation.
• Assist Product Engineering in wafer testing and pilot run.
• Installation and perform qualification of new testing equipment.
• Liaise with overseas vendors and colleagues on production equipment testing issues.