MIKE worked at multi-national companies, like Nokia, 800TeleServices, ChinaComm etc, has solid management experience in cross cultural enviroment, of which over 20 years experience in Telecommunications and call center & BPO industry, Mike has rich experience in service management, project management, talent management and leadership & communication training. First promote CRM Call Center concept in China. Actively promoting training and education, passion for Gen-Y and cross generation walking together. Helped Nokia established its first GSM network in China, as VP he help 800TeleServices set up its China operation.
As one of the founders, Mike formed China Call Center & CRM Association, he is also the founder of Asia Pacific Contact Center Leadership (APCCAL) which consist of 11 associations in 10 countries. He also founded Academy of Contact Center & BPO, focusing on talent development, Industry research and business consulting. Mike is a respected speaker for regional conferences in different countries and cities in aisa pac and America. Being award judge for Hong Kong, Malaysia, Indonesia call center association annual awards.
Mike is now teaching leadership course for post-graduate student in Beijing University of Aeronautics & Astronautics. Being Senior Advisor, Mike help China Open Education Center (www.open.com.cn) in its online education service platform, and formed call center online degree courses.
Corporate Training Experience:
Mike is passionate about talent development, helping young executives to excel in dynamic environment. His cross-cultural working experience in different capacity gain him acumen business insight in China and the region. Companies that Mike has provided communications, service skill and /or leadership training, coaching for include: China Telecom, China Unicom, China Construction Bank, 800Teleservices, China tobacco, TV shopping companies, Cable TV companies, Insurance companies, manufactories and service outsourcing companies etc.
Education & Professional Accreditations:
Mike holds master degree in Telecommunications and bachelor degree in Electronic engineering. He is experienced TTI(Talent Assessment tool) coach, certified John Maxwell Leadership Trainer, COP (Certified Outsourcing Professional) from IAOP- International Association of Outsourcing Professionals. Mike is also certified trainer from AT&T College of Call Center Excellence.
Mike is also acting as consultant to several organizations, which include director of Academy of Contact Center & BPO, founder – China Call Center & CRM Association (CNCCA), founder – Asia Pacific Contact Center Association Leaders (APCCAL), senior advisor – China Open Education Center, Honorable Professor – Beijing Humanities University and director of VIA Faith Hope and Love Foundation.
Fluent in English and Mandarin