Ming Shing Pang

Company: Zebra Technologies Malaysia Sdn Bhd Title: Technical Support Level 2 Duration: Mar 2023 – Present I manage all inbound customer calls, chat as well as emails towards ensuring timely resolution of complex technical issues for a wide range of barcode scanners, mobile computer, RFID systems along with label and card printers in line with set SLAs. Part of the role involves establishing effective incident management processes while providing sound technical advice to customers to minimize business disruptions. Besides that, I also perform issues identification and troubleshooting as well as data analysis while escalating and following up on unresolved issues to the next level. Additionally, I … - Review and improve existing processes and tools while contributing to platform development. - Develop and strengthen relationship with business leaders, technology business partners, vendors as well as customer support technicians. Lastly, I render coaching and guidance to interns as well as new hires.

Company: Zebra Technologies Malaysia Sdn Bhd Title: Inside Sales Representative, Senior Duration: Mar 2022 – Feb 2023 I was promoted to handle all inbound enquiries from Mandarin speaking customers in Singapore while working closely with reseller in determining Price Concession (PC). This involved collaborating with partners in engaging and understanding end user needs to secure the deals and meet quotas within the set timelines. Apart from that, I also performed pipeline and funnel management while recommending a wide range of scanner, PDA, printer and software solutions. Lastly, I worked closely with Singapore Account Manager in identifying and following up on new opportunities and leads.

Here, I provided technical support to customers in resolving an array of AutoID, RFID, Scanners, and Enterprise Mobile Computers issues. This involved managing inbound calls and emails enquiries on desktop, tabletop, card, and mobile printers from local and overseas customers. Additionally, I rendered quick solutions to assist partners in reducing business impact while conducting product upselling and cross selling to distributors, partners and internal team members. Other than that, I … - Assisted in recruiting, training and guiding new hires. - Forged close collaboration with the team and provided constructive feedback in elevating the overall performance. - Performed inventory management and setup the point of sales systems.

I started my career tasked to handle and resolve all inbound calls on an array of hardware and software issues for users across the APJ region. This included listening to customers’ concerns and providing the right solution for the right problem while escalating and following up on unresolved issues until completion. Lastly, I identified and addressed unhealthy trends while generating period performance reports.