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朱剛岑先生
亞太顧客服務協會主席
演講題目:成功敬業度創新加強傑出顧客關係服務領導力和忠誠度
朱先生為亞太顧客服務協會創辦人及主席,朱主席致力於推廣優質顧客關係服務於亞太區。引入美國和澳洲的國際客服標準,以新的概念進行了一系列的顧客服務研究,包括亞太區客服中心及顧客關係管理基準調查,顧客滿意度及期望的研究,以及網上調查研究消費者對成功網上銀行、証卷交易、網上購物服務的滿意度。
朱先生是客服管理產業的先驅,多年來與美國、澳洲、中國及其他國際顧客服務相關組織,推動建立全面國際認證課程,以推動客服中心及顧客服務業內從業人士的專業資格及發展,包括顧客關係管理總監證書課程,客服中心資深經理證書課程,客服中心專業人員證書課程等。
畢業於美國加州柏克萊大學(University of California,
Berkeley)工業工程及營運研究系學士及碩士,朱先生現擔任美國加州大學校友會主席、香港科技大學客席講師,經常獲邀擔任國際會議演講嘉賓關於顧客關係管理及客服中心策略管理培訓。 |
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李國麟教授
立法會議員(衛生服務界),
教授,銀紫荊星章,太平紳士
演講題目:衛生服務
傑出顧客關係服務能提升病患滿意度、防止安全隱患嗎?
李教授現時任職香港特別行政區立法會議員及香港公開大學護理及健康學部教授及主任。同時,他亦出任香港護士協會主席、葵涌醫院及瑪嘉烈醫院管治委員會成員、策略發展委員會委會、廉政公署審查貪污舉報諮詢委員會委員、平等機會委員會委員、房屋委員會委員及香港嶺南大學亞太老年學研究中心榮譽研究員。
李教授主要學術研究及臨床專業為衛生政策、護理界工作間暴力、基層健康服務及護理政治學;並於上述各範疇擔任研究員,教師及政策倡導者。他曾被邀請就上述事項演講授課,出版及多次於國際性會議發表研究論文。
2014-15年度參與的事務委員會:
衛生事務委員會
食物安全及環境衛生事務委員會
房屋事務委員會
政制事務委員會
2014-15年度參與的其他事務委員會:
人事編制小組委員會
工務小組委員會
中醫藥發展事宜小組委員會
醫療保障計劃小組委員會
長遠房屋策略小組委員會
2017年行政長官產生辦法方案小組委員會
《 2014年藥劑業及毒藥(修訂)條例草案》委員會
《電子健康紀錄互通系統條例草案》委員會
《 2015年人類生殖科技(修訂)條例草案》委員會
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苗樂文先生
海洋公園行政總裁
演講題目:國際主題公園服務創新及企業持續發展
Tom Mehrmann is the Chief Executive of Ocean Park
Corporation, Hong Kong’s marine life and animal theme
park, which hosts more than seven million visitors
annually. Founded in 1977, Ocean Park is a
not-for-profit statutory body.
Mr. Mehrmann started his career in the theme park
industry in 1977 at Knott’s Berry Farm in the United
States as a sweeper, cleaning the Park grounds. From
there, he spent the next 21 years progressively working
through various management and leadership roles,
eventually becoming Vice President of Park Operations
and Entertainment in 1996.
In 1998, he joined Six Flags Marine World as Vice
President and General Manager, and later accepted an
appointment as VP and GM of Warner Brothers Movie World
in Madrid, Spain, when the park was taken over by Six
Flags in 2000. He was responsible for the design,
development, construction and operation of the US$380
million Madrid Movie World, which opened in April 2002,
with revenues of US$75 million a year.
Since joining Ocean Park in 2004, he has directed the
activities of the Park to achieve nine record breaking
years of attendance, revenue and surplus, while leading
the effort of defining the HK$5.55 billion Master
Redevelopment Plan (MRP) for the future Ocean Park. The
6 year MRP broke ground in late 2006 and was completed
in July 2012 on time, on budget and with exceptional
quality. The MRP has successfully transformed Hong
Kong’s People’s Park into a leading world-class family
travel destination. The previously launched new themed
areas have also helped Ocean Park attract a record high
of 7.44 million guests for the calendar year ended 31
December 2012.
Highlighting the growth and evolution of Ocean Park
under Mr. Mehrmann’ s direction, the Park became the
first Asia recipient of the prestigious “Applause
Award”, the most significant recognition within the
global attractions industry recognizing a theme park for
its foresight, originality and sound business
development. The industry authorities, Themed
Entertainment Association (TEA) and AECOM, in the 2011
TEA/AECOM Global Attractions Attendance Report, ranked
Ocean Park Hong Kong as the world’s number 11, Asia
Pacific’s number four, and China’s number one, theme
park in terms of annual attendance.
In 2008/2009, Mr Mehrmann was named the “CEO of The
Year” in the Asia Pacific Customer Relationship
Excellence Award. In 2007, Mr. Mehrmann was presented
with the Executive Award of the DHL/SCMP Hong Kong
Business Awards 2007. He was also named Director of the
Year by the Hong Kong Institute of Directors in 2006.
Mr. Mehrmann also devotes efforts to the community and
to promoting tourism development in Hong Kong by serving
in the following positions under the organizations
below:
- Vice
Chair of the Advisory Committee of the School of Hotel &
Tourism Management, Hong Kong Polytechnic University
- Member
of the Advisory Committee on Hotel & Tourism Management
of the School of Hotel & Tourism Management, The Chinese
University of Hong Kong (Aug 1, 2012 to Jul 31, 2014)
- Committee
Member of the Travel/Tourism Committee of the Hong Kong
Coalition of Service Industries, Hong Kong General
Chamber of Commerce
- Member
of the Hong Kong Employers’ Federation of Hong Kong
- Member
of the American Chamber of Commerce
- Advisory
Committee Member of the Tourism Orientation Programme of
the Hong Kong Tourism Board
-
Sector/Subject
Specialist for the Hong Kong Council for Academic
Accreditation
- Member
of the International Association of Amusement Parks and
Attractions (IAAPA) Strategic Planning Committee
- Member
of the IAAPA Asian Advisory Committee
- Member
of the HKSAR Public Affairs Forum
A graduate of the California State University,
Fullerton, Mr. Mehrmann holds a Bachelor of Science
degree in Psychology. He also completed the Advanced
Courses organized by IAAPA in Theme Park Management at
Cornell University, Ithaca, New York. |
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黎韋詩小姐
麥當勞 (香港)有限公司董事總經理
演講題目:追求卓越創新,提升顧客體驗
Randy
Lai is the Managing Director of McDonald’s Hong Kong.
Randy manages over 230 restaurants with around 15,000
employees that serve about 1 million customers per day.
An experienced McDonald’s veteran for over 17 years, she
was formerly the first female Managing Director of
McDonald’s Singapore. Born and raised in Hong Kong,
Randy is the first Managing Director nurtured in this
market.
Under Randy’s leadership, McDonald’s Hong Kong not only
prides itself as one of the high growth markets enjoying
the highest guest count during peak hour, it also
receives numerous awards in the aspects of people
management, leadership marketing and operations
excellence. These include the Gold Award from the Hong
Kong Management Association Quality Award Scheme in
2012, the recognition by the Aon Hewitt for the Best
Employers Award in 2007, 2011, 2013 and 2015, the Grand
EFFIE Award in 2012, 2013 and 2014 for three consecutive
years, and for the 16th time running, Next Magazine’s
“Top Service Awards” in 2014.
Besides being named as CEO of the Year 2011 at the Asia
Pacific Customer Relationship Excellence Awards, Randy
also won the CIM Marketer of the Year and the
Distinguished Marketer in 2006 from the acclaimed Hong
Kong Management Association/TVB Awards. In 2012, Randy
was honored the Young Alumni Award from Western
University.
Apart from having a keen business mindset, Randy also
put great emphasis in being a good corporate citizen and
leads McDonald’s Hong Kong to provide all-rounded
support to Ronald McDonald House Charities of Hong Kong
in helping those seriously ill children and their
families.
Given her vast experience and profound expertise in the
industry, Randy is devoted to contribute to the
community. She is the Marketing Management Committee of
The Hong Kong Management Association since 2010, the
Adjunct Associate Professor in the Department of
Marketing of The Chinese University of Hong Kong since
2012 and serves as a member of Departmental Advisory
Committee of the Department of Management and Marketing
of The Hong Kong Polytechnic University since 2013.
Furthermore, she joins the Organizing Committee of HKMA
Sustainability Award since 2016. |
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山下辰巳先生
日本Help
Desk Institute行政總裁
演講題目:日本顧客體驗管理趨勢及基準
Tatsumi Yamashita, a Founder and CEO of HDI-Japan is one
of the most influenced leaders in Japan and Asia support
service arena. He developed Contact Center Benchmarking
in 2006, this has been the biggest benchmarking database
in Asia Pacific. The Benchmarking grade all evaluated
1,000 centers to four rankings: 3 Star, 2 Star, 1 Star
and No Star, therefor it is well-known as the ‘Michelin
Red Guide’ the customer service industry.
Tatsumi Yamashita has 25 years
support industry experience and has developed several
help desks and support centers throughout Japan. In
1999, he became the first Japanese HDI intern and has
since studied advanced support principles in the U.S.
that could be applied toward the advancement of Japanese
support environments. He finally established HDI-Japan
in 2001 based on the strong demand of Japanese support
service industries and he is working as CEO of HDI-Japan
with many HDI members and partners in Japan/Philippines
now. Prior to joining HDI, he was a director of IT
Strategy at Yanase the biggest GM/Mercedes distributer
in Japan, and was the first Helpdesk manager at Pfizer
Japan Inc. Tatsumi graduated from Shinshu University in
Nagano, at the center of Japan.
HDI-Certified Auditor since 2001
HDI-Certified Instructor since 2001
HDI Intl. Standards Committee since 1999
Japan Information-Technology Engineers Examination
Center (JITEC) since 1995 |
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Olivier Njamfa先生
英國Eptica主席及行政總裁
演講題目:語言應用實現顧客參與模式轉型
演講概要:
1. Why Linguistics is
important?
2. What Eptica Does?
3. What are the business benefits?
4. Customer success stories
Olivier Njamfa co-founded Eptica in 2001.
Previously, he was VP and COO of Com6, leading European
e-CRM software company. From 1999 to 2001, Olivier
managed the International Indirect Operations of
Showcase, software provider of Business Intelligence and
Datamining solutions. From 1995 to 1999, Olivier was
Director of Finance and Banking at Comshare (Business
Intelligence Applications provider) and then MD for
France. Between 1987 and 1995, Olivier served as Sales
Manager and then Regional Director of Saari, French
leader in accounting software. Olivier is a graduate of
NEOMA Business School
and holds an MBA from ESCP Europe, Paris, France.·
Business Angel and co-founder at Seed4Soft.com
(www.seed4soft.com) |
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Troy Barnes先生,
友邦保險顧客體驗主管
演講題目:
友邦保險的顧客體驗管理策略
Topic: AIA Bhd.'s Customer Experience Management
Strategy
Troy Barnes is Head of Customer Experience, AIA Bhd,
where he is responsible for developing AIA Malaysia’s
customer experience blueprint. Prior to joining AIA, Mr.
Barnes held local and regional senior management
positions with ING in Japan, Korea, Hong Kong, Taiwan
and Australia, where he achieved substantial top and
bottom line value with a focus on delivering better
service to customers. Troy has extensive experience in
change management, process improvement, Lean Six Sigma
operations, IT, program and project management
throughout Asia Pacific.
Troy hold a Bachelor’s degree in Business (majoring in
IT), from LaTrobe University Australia. |
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簡浩賢博士
香港航空航空服務總監
演講題目:香港航空服務創新及最佳實踐
Dr. Stanley Kan is an expert in
aviation and has been working in different fields of the
aviation industry for almost 20 years. In 1995, he
started his career as an Airport Traffic Officer and
then gradually progress into areas of Ground Services,
Inflight Ops, as well as Human Resources and
Administration. He has also been doing a lot of research
and studies on aviation in order to contribute his
knowledge for the betterment of the industry. In 2013,
he held the position as Project Director, leading the
transformation of Hong Kong Express Airways from a Full
Service Airline to a Low Cost Carrier (LCC). Dr. Kan is
currently the Director of Service Delivery Department of
Hong Kong Airlines. He is also the Managing Director
Hong Kong Aviation Ground Services Limited.
Dr. Kan graduated from the University of Nanjing and
obtained a PhD in International Human Resources
Management. His research topics also focus on government
policies regarding population.
Dr. Kan actively participates in public services and
holds various positions in both Macau and Hong Kong. He
is the President of Macau Professional Development
Association, Deputy Chairman of GuangXi Youth Commercial
Association of Macao, Principle Researcher of Hong Kong
Sustainable Development Research Institute, Full member
of HKMA, Member of Y. Elites Association, as well as the
external advisor of HKU Space aviation course. |
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Joy Cañeba小姐
菲律賓亞洲航空行政總裁
演講題目:
航空業傑出顧客關係服務領袖及服務創新
Joy was appointed as Chief Executive
Officer in 1 April 2014. A lawyer by profession with
vast experience in corporate legal matters, Joy has been
an advisor and counsel to AirAsia in its efforts to
enter the Philippines and establish its brand and
operations there. She was also instrumental in AirAsia
Inc.’s acquisition of Zest Airways Inc. via strategic
alliance in 2013, a partnership that paved the way for
AirAsia in the Philippines to operate on a much larger
scale to/from Ninoy Aquino International Airport, the
Philippines’ major international gateway.
Armed with a unique combination of legal training,
expertise and exposure to the Philippines corporate
environment, Joy led the Philippine team along the
complex and challenging regulatory environment. It was
during this period in 2014 that Zest Airways
successfully launched its new corporate name and fully
rebranded as Philippines AirAsia in 2015, offering
Filipinos more choices, better value and enhanced
services across a larger network.
Joy has a degree in Communications Management from the
Assumption College of Makati City, Manila, and finished
her Bachelor of Laws degree from the University of Santo
Tomas also of Manila. She passed the Philippine Bar
Examination in 2005 and ranked among the top 20 passers.
After her studies, she worked in law firm where she
specialized and sealed major corporate transactions
involving air transportation, business process
outsourcing, mining, banking, retail, labor, taxation
and renewable energy.
A passionate traveller and self-confessed shopaholic,
Joy also dabbles in photography and likes spending her
free time with kids doing community works. |
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陳斌先生
香港大學專業進修教育學院管道推廣總主管
演講題目:數碼領袖
In the
late 1980s, Dr Alexander Chan (Alex) went to a boarding
school in the North of England for his secondary
education. He then went on to study his bachelor’s
degree in Computer Systems Engineering and his master’s
degree in Information Technology for Manufacture at
Warwick University. Altogether he lived and worked in
the UK for nearly 20 years. In 1996, Alex graduated from
Cardiff University with a PhD degree in Self-Organising
Neural Networks for Control Chart Pattern Recognition
(which was a discipline in the area of Quality Control
in Manufacturing). Alex was then offered a research
position with the Engineering Department at Cardiff
University where he conducted research funded by the
European Union and taught engineering students both at
the undergraduate and postgraduate levels.
Looking for a new professional challenge, Alex decided
to join Symbian, which was a leading mobile software
company in London at the time, in their marketing and
sales department in 1999. Before long, Alex was promoted
as a Senior Account Manager in charge of key accounts
such as Psion and Motorola, as well as a great number of
technology partners in Western Europe. Alex was also
sponsored by Symbian to study a part-time MBA during his
tenure there. Since then, Alex has worked in many
leading mobile technology and internet companies in the
UK and Europe. The well-known customers that he has
successfully managed and developed business with over
the past 15 years include Nokia, Samsung, Motorola, LG,
Microsoft, Toshiba, Panasonic, HTC, Huawei and China
Mobile.
From 2004 to 2011, Alex worked for two European mobile
technology outsourcing companies (Elektrobit and Teleca)
as their VP of Sales for Asia Pacific in their regional
headquarters in Beijing. His responsibilities
encompassed marketing, sales, business development, key
account management, setting the regional strategy for
Asia Pacific and managing cross-regional and
cross-cultural sales teams based in Japan, Korea, Taiwan
and the Greater China region. Alex led his teams to
excel in making new business wins, negotiating tough
commercial contracts, setting complex technology
licensing deals and outsourcing mobile development
projects. The annual revenue target carried by Alex and
his team was in excess of €40M.
In February 2014, Alex joined the Institute for China
Business at HKU SPACE as Senior Programme
Director/College Principal Lecturer. He is now Head of
Centre for Management and Innovation. The programmes
managed by Alex’s centre in both Mainland China and Hong
Kong include Integrated Practicing Management (IPM),
Digital Strategy and Business Transformation (DSBT) and
Integrated Innovation for Product and Service Design (IPSD).
Leveraging the rich experiences that Alex has had in
both the academia and the business world, he now
specializes in teaching Management, Business and
Innovation. His favourite motto is “Think like a man of
action. And act like a man of thought.” |
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彭國儀先生
富衛人壽保險(百慕達)有限公司電子商貿總監
演講題目:
網上分析及數碼推廣
Internet veteran with 15 year
experience in digital marketing; focused on search
marketing, search marketplace and traffic quality in
recent years. Joint FWD in early 2015 as director of
eCommerce, looking after the web development and web
analytics projects. |
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王珺盈小姐
中外運-敦豪國際航空快件有限公司顧客服務副總裁
演講題目:
一切以客戶為中心
Wang Jun-Ying (Gwen Wang), who
joined DHL-Sinotrans JV early in 1996 and was
successively appointed as Key Account Team Leader, Key
Account Supervisor, Key Account Support Manager in North
Area Customer Service Department and National Contact
Centre Manager in National Customer Service Department.
Currently act as National Customer Service Director in
charge of operational management and development in
three customer service centers of over 500 seats. |
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Mark Devadason先生
渣打銀行Sustainability Leader
演講題目:
透過社會目的及環境、社會管治處理企業領導力可持續發展的事務與策略
Mark is a
global leader in the sustainability and social purpose
field leveraging his geographically diverse and
commercial business experience at leading financial
institution Standard Chartered Bank. Mark has had broad
based management experience with Wholesale Banking,
Consumer Banking and Human Resources and as a country
CEO for Standard Chartered Bank in Thailand from
2008-2010 and in Japan from 2003-2007.
Mark
Devadason's last role at Standard Chartered was the
Global Head of Sustainability, based out of Hong Kong.
He was in charge of the Group’s overall Sustainability
agenda, a core part of the Bank’s strategy to build a
sustainable business through contributing to economic
growth, leading as a responsible company and investing
in the future of communities. Mark led a team
responsible for the Bank’s environmental and social risk
management function and all the Bank’s environment,
employee volunteering and community investment
activities.
Mark was also
a member of the Board of Standard Chartered Bank in
Thailand and Chairman of the Fundraising Committee for
the Bank’s charity Seeing is Believing which was
committed to raising USD100mn by 2020.
In his role
as CEO Thailand, Mark steered the management team and
the Bank through an extremely complex economic and
political environment, delivering strong results and a
refreshed consumer banking strategy. His leadership on
employee engagement initiatives led the bank to win the
Gallup Great Workplace award in 2010.
In 2015, Mark
has been additionally responsible for successfully
launching an enterprise-wide social collaboration tool,
based on the Jive platform, to promote internal
networking and collaboration across the company. He has
also led the Bank’s founding sponsorship of the global #TellEveryone
campaign to promote the Global Goals for Sustainable
Development to 7 billion people within 7 days of the
Goals being ratified at the UN General Assembly.
During his
tenure in Thailand, Mark also served as Chairman of the
British Chamber of Commerce of Thailand and Second Vice
Chairman of the Association of International Banks.
Whilst in Japan, he served on the Board of the British
Chamber as well and took on the role of Chairman of the
Banking Sector Committee of the International Bankers
Association.
Since January
2015, Mark serves on the the board of the San Francisco
based NGO Business for Social Responsibility (BSR.org)
and is on the Advisory Board of the Ethical Corporation
(www.ethicalcorp.com).
He graduated
from the University of Bristol, UK in 1985 with a
Bachelors degree in Philosophy and Economics. Mark has
also completed several management programs, including
courses at INSEAD, Templeton and the London Business
School. He is married with two children and enjoys
photography, tennis, golf and jogging in his spare time.
Recent
speaking engagements
▪ 26 November 2015 - Sri Lanka Chamber of Commerce, 2015
Corporate Citizens Awards Event, Colombo - Key Note
Speaker
▪ 4 September 2015 – Habitat for Humanity Asia Pacific
Housing Forum 5 in HK “Topic: How can organisations
tackling poverty housing engage local volunteers?
▪ 17 August 2015 – Sasin University Sustainable
Development Symposium in Bangkok “Topic: Challenges for
Implementation of UN Goals for Sustainable”
▪ 4 August 2015 – US Chamber Webinar on SDG “Topic:
Women and Girls Empowerment.”
▪ 7 May 2015 – Ethical Corporation, Responsible Business
Summit Asia in Singapore. Topic: “How to translate
sustainability internally to get employee buy-in and
move beyond a philanthropy”
▪ 10 Mar 2015 – BSR HerFinance Conference “Topic:
Building Financial Capability through Education”
▪ 25 Feb 2015 – KPMG Global Citizenship Conference in
Delhi “Topic: Market Outlook – A comprehensive strategy
for leadership & impact”
▪ 27 Jan 2015 – SDGs Breakfast Club in HK “Topic: post
2015 UN Sustainable Development Goals, and how it could
integrate into the different industries we are operating
in”
▪ 21 Aug 2014 – Stock Exchange of Thailand “Topic:
Sustainability”
Recent online
Interviews
▪ Boyden/FTI Interview
• https://www.boyden.com/media/9793/28/a_discussion_with_standard_chartered/index.html#
▪ The Ethical Corporation - Leadership Series
•www.ethicalcorp.com/business-strategy/ethical-corporation-leadership-series-mark-devadasonglobal-head-sustainability
▪ The Daily FT - Sri Lanka
• www.ft.lk/article/509303/Importance-of-Environmental--Social-and-Governance-for-businessleaders-from-SDGs |
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陳秀荷小姐
蘇黎世保險有限公司首席醫療業務總監
演講題目:您的員工是您的顧客
Elaine Chan is the Chief Health
Officer of Zurich’s General Insurance business in Hong
Kong. She is responsible for managing the strategic
development and performance of Zurich’s accident and
health insurance business.
Ms. Chan has extensive experience in building
distribution channels, partnership alliances, product
development, as well as best practices in healthcare and
medical insurance business for over 25 years. Prior to
joining Zurich, she was with AXA as Chief Health
Distribution Officer. She has also worked with numbers
of key insurers including AIA, Manulife, CIGNA and BUPA,
focusing mainly on employee benefits and medical
insurance.
Currently, Ms. Chan is a task force member of the Food
and Health Bureau’s primary care working group; a member
of Consultative Group on Health Protection Scheme under
Health and Medical Development Advisory Committee as
well as co-opted member of Working Group on Regulation
of Private Hospitals under the Steering Committee on
Review of Regulation of Private Healthcare Facilities.
She is also an appointed mentor of Mentorship program
for School of Public Health and Primary Care of the
Chinese University of Hong Kong.
She is now Deputy Chairperson of the Healthcare Reform
Taskforce, committee member of Medical Insurance
Association and has also been served as Chairperson of
Medical Insurance Association during 2006-2009 under the
Hong Kong Federation of Insurers. |
![](../../image/speakers/JackChan.jpg) |
陳耀基先生
專科醫療有限公司總經理
演講題目:
流暢的遙距醫療服務!
Mr. Chan began his
career in the Healthcare industry in 2002. He has
accumulated significant Sales and Client Service
experience in a senior post in a publicly listed
healthcare company until he started his own business
providing consultancy services to medical groups in
2007. The company’s management services cover Hong Kong,
Macau and PRC. In addition, Mr. Chan’s management
services reach APAC regional through AA International –
a regional assistance service provider with global
network support.
Mr. Chan currently is responsible for the operations of
The Specialist Consortium Limited. The company works
with a group of elite specialists focusing on high-end
healthcare service in Hong Kong and China. |
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Sudesh Thevasenabathy先生
安盛香港顧客體驗主管
演講題目:以客為中心的文化
- 推動從內到外的改變
Sudesh
Thevasenabathy brings with him more than 15 years of
experience specialising in customer experience, process
efficiencies and change management across multiple
industries including telecommunications, consumer
products, manufacturing, banking as well as more
recently insurance, through his tenures with HSBC and
Bank of America Merrill Lynch before joining AXA Hong
Kong two years ago.
In his current role, Sudesh is Head of Customer
Experience at AXA Hong Kong where he leads the
company-wide customer centricity and experience
programme spanning across the Life, Health and the
Property & Casualty businesses delivering numerous
customer experience enhancements through the deployment
of rapid and agile approaches which have translated to
immediate and significant changes throughout. This
transversal programme covers both customer experience
improvements and employee culture change. The radical
approach in enhancing customer experience resulted in
AXA Hong Kong winning two 2016 APCSC CRE Awards for Best
Customer Experience Management of the Year, and Employee
Engagement Programme of the Year.
Sudesh is an Electronics and Computing engineering
graduate and is Six Sigma and Lean trained. A change
agent at heart, he is passionate about delivering the
best customer experience possible at every level of any
organisation. |
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袁興先生
遠傳電信股份有限公司通路管理暨匯流產品處副總經理
演講題目:
零距離的溫暖 – 遠傳待客學
美國紐約大學畢業,主修財務分析及資訊管理
善於營運規劃管理、業務及行銷管理、Call
Center之營運管理、新事業發展規劃,並熟悉財務、會計、訓練等公司之
營運事務。
袁興(Samuel
Yuan)先生于2015年起擔任通路管理暨匯流產品處副總經理,負責通路系統流程、展店、服務、人員培訓與易付卡、國際電話、寬頻…等產品相關業務。
袁興先生自2001年7月加入遠傳電信,曾擔任行銷、通路管理等重要職務,2003年擔任客戶服務中心副總經理時,帶領團隊不斷推動服務品質提升,且拿下全台第一家通過ISO認證及SGS國際認證的電信公司(為亞洲第一張通訊業SGS服務驗證證書)。
2010年擔任直營門市通路處副總經理時,帶領團隊陸續達成重要目標,新增用戶數於2010年重回市場第一、持續提升客戶服務並二度榮獲SGS國際服務認證的肯定、直營門市榮獲
TCFA傑出店長服務優良獎、
至2012拓展直營門市服務達到233家,成功拓展直營門市店數快速成長3倍、持續推動新一代的門市服務。
2013年起,帶領直營門市通路團隊創造差異化的服務,一舉榮獲工商時報服務大評鑒首獎、壹週刊服務大獎(行動電話&固網通訊類第一名)、遠見雜誌傑出服務獎(第一線服務品質大調查),取得三冠王頭銜。
直至今年,已連續4年榮獲工商時報服務業大評鑒金獎、三度蟬聯壹週刊服務大獎,持續九次通過SGS |
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劉峰先生
聯想服務中國區個人及家庭用户服務管理事業部交付總監
演講題目:用户點評機制在聯想服務中的深化應用
任職經歷:
04-16財年,先後任聯想CCC
消費筆記本線上服務負責人,OSD
Lenovo業務運營負責人,現任OSD
3C產品線上服務負責人
帶領團隊超過450人
團隊分佈北京、無錫、合肥三地
為Think和Lenovo用戶提供微信、Chat、電話及網站等多種服務
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張維先生,
友邦保險北京分公司運營總監
演講題目:關愛創造價值
工作簡歷:
2013年10月-至今 友邦保險北分
服務運營共用中心
總監
2003年5月-2013年10月 恒安標準人壽
兩核總監
1997年1月-2003年4月 平安保險天津分公司
首席理賠師
保險行業任職資格:
1. 中國保險行業協會“千人計畫”首批核心人才
2. 中國保險行業協會“千人計畫”人身保險理賠核心專家
3. 北京市保險行業協會“消費者權益保護暨反保險欺詐委員會”副主任
4. 北京市保險行業協會“保險合同糾紛調解委員會壽險專業委員會”委員
5. 北京保險行業協會個人會員
專業資格及職稱情況
1. LOMA:FLMI(高級壽險管理師),
ACS(客戶服務師)
2.
中國保監會:保險公估人、保險代理人、保險經紀人資格
3.
中國人力資源和社會保障部:中級保險經濟師資格
4.
曾于南開大學兼職任教《保險法課程》
專業論著:
筆名:靜遠,代表作:
1. 2014年,參與中國保險行業協會專業能力認證統編教材《人身保險理賠》的編寫、出題、授課等工作,全書供稿超過10萬字。
2. 2012年,《從人身保險拒賠事由適用與限制評析<保險法>》一文在保監會舉辦的“新《保險法》實施三周年”徵文活動中,從500多篇參賽作品裏脫穎而出,獲優秀論文獎。
3.
學術專著《保險法評論(第一卷)》,中國法制出版社,2008年5月發表論文:《保險受益權若干法律問題探討—兼論<保險法>相關條款的檢討與修正》
4.
專著《保險案例彙編》,中國時代經濟出版社,2007年9月發表論文:《保險責任競合時,求償事項選擇權在權利人》;轉載論文:《沒有原始收據,保險公司可以拒賠》
5. 《上海保險》2006年7月發表論文:《壽險投保人變更相關法律問題的研究》
6. 《上海保險》2004年11-12月連載發表論文:《我國法律背景下,身故保險金受益人解析》
7. 《保險研究》2003年11月發表論文:《沒有原始收據
保險公司可以拒賠》 |
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