Ryan Wong

Enigma
DISC Type : idc

Head Of Customer Service at Lazada Group

Puchong, Selangor, Malaysia

Overview

Ryan Wong leads the customer service department at Lazada Group, overseeing a team of over 400 agents across calls, chat, and social media. His expertise is in workforce management and shaping consumer service propositions to align with long-term company strategy, having progressed from analyst to department head.

Based on his social media activity, Ryan appears to value concepts like resilience, flexibility, and strong leadership. He shows a quiet curiosity about global foresight and macro-economic trends, reflecting a mindset that looks beyond immediate operational concerns.

Unique fact: Ryan is a recipient of the "2014 Prometric Heroes Award" for his contributions.

Personality Overview

Friendly Yet Blunt

Hard To Convince

Challenger

They are likely to ask many questions and look heavily for supporting proof as well as information.  They are generally strong communicators and are not easy to convince. They can sound friendly and charming but can quickly change gears to become inquisitive and probing

Topics They Care About

Customer Experience Strategy
His primary role involves shaping and delivering Lazada's consumer service propositions and ensuring consistency in customer service standards.
Large-Scale Team Leadership
He provides leadership and direction to a customer service department of over 400 agents, establishing the vision and mission for the team.
Workforce Management
A core skill throughout his career, focusing on assigning the right people with the right skills to the right job at the right time.

Media Appearances

Ryan has no verified media appearances

Work History

4-2017
Head Of Customer Service at Lazada Group
6-2015 - 3-2017
Performance and Staffing Manager at Lazada Group
7-2014 - 5-2015
Senior Workforce Management Analyst at Prometric
7-2009 - 6-2014
Workforce Management Analyst at Prometric

Education

Ryan has no verified education history

More Information

Social Presence :

Prographics :

Exp : 16 Location : Puchong, Selangor, Malaysia Job Level : Mid-senior Designation : Head Of Customer Service at Lazada Group
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Insights For Selling To Ryan

During A Call Or A Meeting

DO's

  • Help them realize that any personal risk in making this decision is far less compared to what the results could mean for them
  • Build rapport slwly without rushing, it will come handy to handle hard questions later
  • Be prepared for a mix of questions and inquisitiveness, answer them in the tone in which they have been asked

DONT's

  • Don’t be too objective but make sure to pad your storytelling with data points
  • Don’t brush off any concerns, take all questions seriously. They are easily deterred
  • Don’t try to rush them into a decision, provide all necessary information first

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Ryan is

  • Proven value, strong objective evidence are important for them, rapport can impact decisions a little.
  • Will you ever get a clear answer from Ryan

  • They are practical and friendly, but can give a clear response with a little prodding

Insights For Deal Planning

    How fast (or slow) will Ryan move?

  • They like to be detailed, so unless they develop strong conviction, they can take their time to arrive at decisions
  • Can Ryan take some risk or not?

  • They evaluate their decisions systematically and do not take risks that often, unless you can get them to develop strong conviction

You And Ryan

Personality Compatibility


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