Achieving HKT Teleservices’ vision of being the leading customer management service provider delivering innovative customized solutions to multinational clients, begins with the outstanding leadership of an experienced executive team. HKT Teleservices’ international management team comprises highly experienced, engaged, and dedicated industry veterans.
Our management team has deep experience in BPO and customer contact services and has proven success helping companies positively impact their customer relationships. The leadership team at HKT Teleservices works together to integrate our core values into every facet of our business. All of our people, processes, and systems are designed to support our clients’ most important assets – their brand and their customers.
Anne Tsoi is the General Manager, Operation of HKT Teleservices. She has over 20 years of experience in managing large-scale call center operations, system developments, people management, and quality assurance. She had set up and led PCCW Regional Operation in offering contact center management business to global corporate clients in banking, insurance, tourism, airline, mobile and Hi-Tech industry. Anne joined PCCW in 1992 and had took positions including Group Manager of Customer Sales & Services Department, General Manager of HK operations, and Vice President of Teleservices Regional Operation, etc. From 2010 to 2016, Anne held a few senior management positions in large corporations, including the Consumer Sales and Service Director of Card Protection Limited APAC (CPP) and the Vice President of Asurion APAC. Anne holds a bachelor degree in English Literature from York University of Toronto and she is also a COPC registered coordinator.
Ivan Lam brings over 25 years of Information & Communication Technologies (ICT) experience to lead the technical services department. He is responsible for the overall Information Technology (IT) strategy, the governing IT policies, and the management of call center system infrastructure throughout sites in Asia. Ivan brings technical innovation and expertise to strengthen call center operations efficiency and develop applications to bolster PCCW Teleservices’ competitive advantage. Ivan has been involved in the call center systems integration and ICT consulting industry for many years, helping multi-national enterprises to achieve business success using technology solutions. Ivan holds a BS degree in Computer Science from the University of Manitoba, Canada and an MBA from Baptist University of Hong Kong.
Ricchie Eugenio is the General Manager leading HKT Teleservices in the Philippines. With over 18-years of experience in key leadership capacity, he has led an aggressive growth strategy of multi-cultural organizations in Outsourcing, Shared Services, Product Support Services, Automotive, Media and Sales focused to redefine a culture dedicated to Equip - Inspire & Lead organizations through innovation, thought process and strategic planning. Prior joining HKT Teleservices, Ricchie made strides with the continued performance and growth of one of the largest in-house contact center in the US leading its Philippine operations in Manila & Cebu, supporting the multi and single-family property industry. With his experience in building contact centers from ground zero, Ricchie established his proficiency in multi-channels of customer touch point in the contact center industry through voice, email and chat supporting Fortune 500 companies. With a degree in Communications in the University of Santo Tomas, Ricchie collaboratively lead growth opportunities, impacting profitability, quality and efficiency and enabling partnerships with varied leadership strategies and influences in the Philippines, Southeast Asia, Europe, US and the Middle East.