日本と海外をつなぐクラウドソーシング

LAGBUS Asset Management Limited

Technology Solutions Manager

2015/01～ 2018/10

Technology Solutions Manager to the team tasked with the challenge of delivering the E-ticketing (ETC) project on the entire LAGBUS fleet
• Successfully managed the e-ticketing and e-tracking projects, planning, design, implementation, monitoring, controlling and live operations of the project
• Coordinate all aspects for the planning, management, coordination and implementation of the project
• Provide support for the management team in the definition, development and deployment of new ticketing applications
• Provided support and systems upgrade to the ticketing and tracking applications. Managed and mentored cross-disciplinary operations teams on the new application. Managed relationships and negotiated service level agreements (SLAs) with service providers.
• Responsible for risk assessment and adherence to quality standards of project operations
• Review Specification Documents (e.g. Requirements Specification, Technical Design Specification Documents) providing feedback and review comments
• Provide documentation control including managing of draft, review and release process / application. Formulate the processes and procedures covering new application or Change Requests.
• Proposed future trends in Automated Fare Collections, Electronic Payments, Card Management Systems (CMS), Multi-purpose card applications, electronic ticketing technology and Information Management (Data Mining / Data Mart).

LAGBUS Asset Management Limited

Technology Solutions Supervisor

2010/10～ 2015/08

Technology Solutions Supervisor to the technology solutions team
• Planned the E-ticketing and e-tracking projects from initiation to systems go-live, including scheduling, budgeting and resource management, systems acceptance test management, project pilots and live implementation.
• The ETC project delivery includes the application and use of various computer programs and applications for card production, database creation and maintenance, report generation and analysis, hardware purchase, installation, maintenance and troubleshooting etc
• Co-ordinate and conduct acceptance test and inspection schedules on applications and equipment; Report on acceptance test witnessing activities, defects and deficiencies in the acceptance process observed. Test of the data (GPRS) connectivity between the POS terminal/Devices, the communication server and the Reporting server.
• Developed processes and procedures and trained users on the same, including Card Management & Administration, Captains/Driver Procedure, Depot Operating Procedure, Card Sales & Top-up Process, Point of Sales Management, E-Inspector Process & Procedure, Card Support & Helpdesk, Solution Workflow and General Process and Procedure Manual.
• Coordinated the Systems Integration and Implementation of Depot/Garage Sub-System, Back-Office Subsystem, Bus Sub-Systems and the Value Chain (3 Level Value Chain). The reviewed requirement specifications and technical design of the application, conduct testing activities and Support of the e-Ticketing application.
• Formulated test strategy, plan, test scripts, acceptance testing scenario, coordinated test teams on testing of the new the Automatic fare collection system (lab testing, journey testing etc), Base-Data and Fare Management, Device Validators Installations & QA, Data Connectivity and Systems set-up. Managed the lab testing, Pilot & Live Implementation for the smartcard project.
• Report Requirements / Specifications, Report Management and the Generation and analysis of various report types (Card report, bus validator report, vendor report, ticketer report etc).
• Development of detailed business operational processes to guide the general operation of the new applications i.e. ticketing POS, validators and other products.
• Installation, testing and monitoring of the E-tracking system for the entire fleet
• Developing staff training processes and manuals
• Planning and conducting regular training sessions for staff

LAGBUS Asset Management Limited

Control Room Supervisor

2010/02～ 2010/08

Control Room Supervisor to a team of agents keeping a 24hr watch over the entire fleet of over 600 buses via GPS and CCTV
• Ensure that the control room and all equipment is maintained satisfactorily at all times
• Oversight responsibility for all incoming call centre agents attending to customer queries via email, telephone and the internet

LAGBUS Asset Management Limited

Marketing and Communications Supervisor

2010/02～ 2010/08

• Map potential customers and generate leads
• Maintaining and improving client relationships
• Devise strategies and techniques necessary for achieving and surpassing set sales targets
• Promoting the company brand(s)
• Establish sales objectives by forecasting and developing annual sales quotas
• Establish and adjusts selling prices by monitoring costs, competition, as well as demand and supply
• Identify emerging markets and market shifts
• Assign sales territories, set sales goals, and establish training programs for the organization’s sales representatives.

Bank of America (MBNA)

Telesales Customer Service Supervisor

2005/04～ 2009/11

Telesales Customer Service Supervisor

• Team lead tasked with customer queries and ensuring sales targets are met and exceeded
• Promoted to the role of Supervisor of the Payment Protection Cover (PPC) team – responsible for overseeing a team of twelve individuals with the sole target of selling PPC to the entire United Kingdom and The Republic of Ireland

Crooked Tongues Web Development, London

Customer Service Representative

2004/01～ 2005/01

• Responsible for all incoming and outgoing correspondences in person, on the phone and via the internet
• Assist customers with any technical issues experienced and escalate problems to management appropriately

Toucan Telecom / IDT Europe, London

Customer Service Representative and Call Center Agent

2002/06～ 2003/11

• Responsible for dealing with telephone queries from customers, receiving and processing payments as well as sending out company correspondences to numerous customers
• Use questioning and listening skills that support effective telephone communication