Yit Siong Chong

• Developed and executed regional CX sales strategies aligned with corporate goals to drive revenue growth. • Built strong client relationships, leading to increased satisfaction and long-term partnerships. • Led a local team of CX sales professionals, providing guidance and coaching to achieve sales targets. • Conducted market analysis and competitive research to identify trends and opportunities within the region.

- Quota Bearing Sales for Avaya OneCloud Solutions in ASEAN. - Work in partnership with area sales team to drive OneCloud CC and UC business. - Develop the strategy, sales activity plan to achieve the assigned quota and KPI set by the APJ solutions & sales specialist leader in alignment with the relevant country and ASEAN strategy. - Establish and maintain excellent relationships with Account Managers, Regional Sales Leaders. - Work with top Channel partners in country and assist them plan and execute the sales plan. - Work with the channel team to increase partner coverage in all contact center market segments and to drive sales programs with Channels Partners. - Launch sales initiatives to increase pipeline. - Evangelize Avaya solutions to the field sales, channel partners and customers of Avaya.

- Quota bearing sales on CX and DX Solution Selling, focus on Cloud platform including Genesys, ServiceNow and Salesforce.com. - Managing key strategic accounts including Telekom Malaysia, Tenaga Nasional Berhad (TNB), U Mobile, Great Eastern Insurance, Aeon Credit Services, CTOS, YTL Cements, Allianz Malaysia, Klook Travelling and DHL. - Develop sales strategy for each sales opportunity. - Work with Presales & Professional Services Team to craft out solution best fit to prospect/client requirement. - Work with product principal for deal registration and discount strategy. - Organize regular client meetings to discuss on their requirement and resolve their problems Quota Bearing Sales

• Act as focal point for new single or multi-technology opportunities. • Focus on the key business drivers / challenges the Client is facing and construct an appropriate solution from the CX solutions and services stack. • Ensure that all technical input required from the Sales teams for tender and bid responses is provided in a timely manner, coordinating both the technical elements of bid/tender response and the engagement of relevant SMEs to ensure a holistic solution that delivers to the Client’s business requirements. • Proactively support Sales initiatives by attending meetings with the Client, supporting the preparation of Client demos and delivering solution presentations. • Act as the Commercial Design Authority for specific named accounts. Support these named accounts with roadmap updates and account plans as appropriate. • Conduct technical risk assessments using experience, analysis, simulation and research. Identify major technical risks and issues and recommend mitigation options. • The preparation of multi-technology Statements of Work (SoWs) by either integrating each technology’s SoW into a single SoW for the overall solution, or coordinating production of a single SoW between the relevant engaged resources. • Participate in strategic account planning teams for the Client, leading to designing and delivering Customer Journey roadmaps to drive CX strategy within the Client. • Undertake activities to identify opportunities. • Develop Vendor relationships as necessary to ensure technical skills are up to date and the ability to leverage peer-to-peer relationships within the vendor for pre-sales assistance as necessary.

- Solution Sales Specialist that specialize in Customer Experience and Workplace Productivity. - Analyzing clients' needs, promoting and selling CX solutions and services. - Understand the clients' environment, business challenges and requirement to provide expertise consulting in line with the requirement. - Conduct business conversations, presentations with the client that are solution usage and results orientated, focusing on outcome base selling. - Work closely with product principal to understand their strategies for solutions and services, articulate the roadmap, and associated impacts for clients. - Engage in business development activities that lead to new business opportunities for Customer Experience Portfolio. - Contribute to clients' process improvements and ensure compliance to process and policy governance, making suggestions for process improvements. - Leading in product presentation for Dimension Data AP, in both AVAYA Technology Forum 2016 in Bangkok and G Summit KL 2017 in Kuala Lumpur, to promote concept of "Customer Experience on-the-go" - Experience in providing Product Preposition and Solution Sales and Design for Customer Experience and Contact Centre Application. Which inclusive of : - o Omni-channel Contact Centre Solutions o Workforce Optimization Solutions o Knowledge Management Solutions o Customer Analytics Solutions o Virtual Assistant and Chatbot - Achievement: o 2014 – Won on AIA Malaysia Performance Management Project worth USD 1 Million o 2016 – Won on Tenaga Nasional Berhad World Class Contact Centre Project worth USD 3 Million o 2017 – Won on Allianz Insurance Berhad Malaysia OmniChannel Case Management Solution Project worth USD 1.5 Million o 2017 – Awarded with Top CX Selling Team (Malaysia Team) in Dimension Data APAC o 2018 – Won on LHDN Malaysia OmniChannel CC Project worth USD 3.1 Million

- Analyzing customers' needs, including new and existing customers. - Identifying the main business challenges in each customer in the domain of customer experience. - Took part in the Jebsen & Jessen Communication Customer Omni-Channel Event as one of the Speakers to talk about "What your Mobile Self-Service Experience needs to look like today" on 28 April 2015. - Provide Product Preposition and Solution design for Contact Centre Application in South East Asia Region. Which inclusive of : - o Verint Workforce Optimization and Customer Engagement Optimization (KANA) o NICE WFO o IPScape Cloud Based Contact Centre Solutions o Jacada Visual IVR, Integration and Automation, Workspaces o KMS Lighthouse - Review and Response on the RFI (Request for Information), RFQ (Request for Quote), RFP (Request for Proposal) and tender clarification. - Present Solution to end customer in the tender and solution clarification meeting. - Providing in-depth consultancy on the best practise for the existing solution, and provides better solution if needed. - Working closely with Product Principal on the product offer, and work out with the Opex and Capex investment needed by customers, as well as calculation on the ROI on the solutions in terms of tangible and intangible benefits. - Involve in Solution Design for the following projects/prospects, o Globe Telecom, Philippines o eGenting, Malaysia o Standard Chartered, Sri Langka o RHB, Malaysia o ASTRO, Malaysia o TNB, Malaysia o CIMB, Cambodia o CIMB, Malaysia o 1Malaysia one Contact Centre, Malaysia o AIA Malaysia o MAXIS Contact Centre, Malaysia o MAXIS SaaS hosting Centre, Malaysia o MAYBANK, Malaysia o Hong Leong Bank, Malaysia o SIA, Singapore o M1, Singapore o OCBC, Malaysia

- Working with in-country and worldwide customers such as Avaya (Singapore, Australia) and Verint (UK, Singapore, Hong Kong) to provide Project Implementation and Support on Workforce Management Optimization Solution (WFO). - Managing a team of 16 engineers on daily support and implementation for Malaysia and Thailand Operation team to support SEA region. - Supervise team leader on assigning resources, provide technical advice and guidance. - Set, Review and monitoring engineers' performance and KPI setting. - Assign resources to handle customers' enquiry and support case. - Maintain high team professionalism to meet the customers' requirement and service satisfaction. - Working out with Scope of Work and quotation on Service and Project request from customers. - Monitoring monthly project and services closure to ensure optimum resources and profit maximization.