Sheldon Notes – All You Need To Know About Sheldon

The word from Sheldon

Hey, welcome to my website. This is Sheldon who has owned 10 years working experience in information technology industry, with over 6 years in leadership positions.

Abundant experience in service delivery of outsourcing industry, knowledgeable in operation management and always receiving very positive feedback.

With entrepreneurial spirit of always keep going and devoted working ethic, I have demonstrated the ability to being always able to archive goals within control and results beyond expectation.

Based on what I have done and what has been well known for, am confident that I will keep marching and archive higher in my future career.

Sheldon Jiang

Technical Advisor, Microsoft

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CORE COMPETENCIES

Growth Mindset

Customer Obsessed

Empowering Others

Persuasive Communication

Entrepreneurial Orientation

Self Confidence

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PROFESSIONAL CAREER

Microsoft (China) Co., Ltd.

Technical Advisor, Azure, Customer Service & Support

Responsibilities

Represent Microsoft in vendor communications via phone, email, or web to assist customers in resolving issues involving Microsoft products and services.
Possess technical competencies needed to ensure technical readiness of the supplier support staff
Have excellent communication skills to interact well with others on a regular basis as a part of the role
Do technical mentoring of others and share technical expertise
Assist with developing training plans for supplier Engineers based on skills gap analysis, product needs, etc.
Making Customers and Partners Successful
Acts with conviction and confidence of own technical leadership to deliver a perfect solution that meets each of our customer’s specific needs
Demonstrates team work with customers and other Microsoft teams
Uses technical knowledge and industry expertise to influence and develop the right Intellectual Property (IP) to better serve customers
Solicits and learns from feedback in order to learn, grow, and use their experiences to improve future customer experiences
Growing the Business Supports & drives growth, consumption & revenue
Represents the unique technical knowledge and broad business insight of Microsoft in all interactions
Engages in customer on-boarding and pre-sales activities to support a One Microsoft and end-to-end Customer lifecycle approach
Collaborates with GetHelp to facilitate resolution of customer and field related issues when standard support channels fail to satisfy the submitter.

2017 - Present

Microsoft (China) Co., Ltd. (Contracted with Wicresoft)

Senior Team Manager, Office 365 APGC Support Team, Customer Service & Support

Responsibilities

Manage Customer Service Representatives
Provide feedback and coaching CSRs to improve service quality
Assures compliance of metrics and procedures on behalf of CSRs
Contingency Plan Implementation and Activation
Monitor balance of workload and CSR availability
Review daily, weekly, monthly and quarterly operational reports
Host weekly, monthly business review meeting with client
Manage CSR readiness by communicating policies and procedures to the team
Motivate CSRs and team morale
Provide Improvement Action Plans, feedback and reports to subsidiary
Acquire and update knowledge of Microsoft products, support offerings and licensing structure on an on-going basis

Achievements

Best Performance Team Award in FY16
100% met increasing KPI targets of Microsoft
Staff average attrition% reduced from 11% to 7% in FY17 H1, control the Absenteeism% to less than 5%
Successfully changed the project delivery module from Pay by Headcounts to Pay by Incidents with 13% margin in FY17 H1

2016 - 2017

Microsoft (China) Co., Ltd. (Contracted with Wicresoft/Manpower)

Escalation Lead, Global Escalations Services, Customer Service & Support

Responsibilities

Provide team leadership for on-site vendor resources providing consumer support across a variety of products and services
Monitor support queues and ensure all cases are handled within the appropriate SLAs
Review customer satisfaction survey results and develop action plans for improving the support experience to ensure deliver a perfect experience every time
Foster positive customer relationships and build customer loyalty with Microsoft, while managing challenging situations effectively
Manage critical situations that may involve challenging issues, diverse audiences and potentially externally visible issues
Knowledge sharing, consult, collaborate with CSRs on customer issues.

Achievements

100% met increasing KPI targets of Microsoft
Successfully assist on Customer Advocacy Service landed in APGC

2012 - 2016

Deloitte Touché Tohmatsu

Senior IT Training Officer, IT Services National

Responsibilities

Work with team members and act as a leader to complete the project within the scope of functions efficiently and accurately
Collect requirements and design SharePoint sites for Audit, Tax & Consulting departments
Monitor and solve the daily applications and internal systems enquiry for Eastern Region
Analysis IT Helpdesk system to find users’ requirements and build monthly Excel report to helpdesk team manager and Dashboard Design (now SAP Business Objects) report for CIO
Liaise with business users to assess required changes/enhancement to fulfill on-going business need and write requirements documents
Deloitte internal portal iNet daily maintenance and enhancement
Conduct functional test and assist in data clean-up and data migration
Responsible for delivery and follow-up the internal IT training, including New Employee Orientation, Office Workshop and internal systems briefing etc.
Write internal systems user manuals, make IT Hints & Tips e-learning materials and send out relevant newsletters

Achievements