Mike Ching
AI operations · B2C support & automation Agentic workflows · partner KPIs
Profile
Operations leader combining tier-one customer support discipline with hands-on AI adoption. Telstra people management on tier-one B2B accounts; ITIL Foundation; Telstra Super 50 (SLM/SDM). Since 2018, CHING 7 and independent practice (60+ engagements): Cursor, custom bots, prompt libraries, and agentic automations with human judgment on customer-facing work. Prague-based; English-first.
Capabilities
- Customer support operations: outsourced partner governance, KPIs, QA loops, and experience improvement
- AI adoption: copilots, prompt libraries, workflow automation, tool/vendor subscriptions, adoption & ROI tracking
- Operational excellence: process design, documentation, knowledge management, quarterly planning support
- Cross-functional execution with Product, R&D, Legal, and business stakeholders; roadmap visibility
- Dashboards and metrics storytelling: support performance, operational KPIs, AI usage
- People leadership: coaching, performance cycles, Team of the Year culture at Telstra scale
- No-code / low-code automation and agentic systems for triage, documentation, and internal handoffs
- B2C and B2B customer empathy; escalation judgment under volume and ambiguity
Impact
Independent practice
- CHING 7 / independent practice: destination hospitality programs (e.g. Petipeti, Vogue and national press); gem-trade B2B repositioning with USD $5M investment narrative; professional services campaigns with Channel 9 / Today / Daily Telegraph reach.
- Built agentic job-search and application systems (this portfolio) using Cursor, structured data pipelines, and human-in-the-loop review, proof of how I operationalise AI for real workflows.
- 60+ owner-led engagements: operating models, support-style enquiry paths, and handover clients sustain without constant intervention.
Telstra
- People manager for outsourced and internal resolver groups on tier-1 B2B accounts; HP, DXC, Cisco, Accenture partner models.
- Multiple Team of the Year awards; Telstra Super 50; exceed/supersede performance ratings.
Experience
Founder · operations & AI-enabled delivery
CHING 7 studio
- Lead end-to-end programs for tourism, hospitality, gem trade, and professional services: positioning, digital operations, and customer enquiry workflows owners can run.
- Ship production systems with Cursor, AI agents, and automation: documentation, triage, content pipelines, and review checkpoints, always with accountable human sign-off on external comms.
- Coordinate creative, technical, and field partners; maintain playbooks, KPI-style delivery checkpoints, and knowledge transfer so teams scale without heroics.
- Outcomes include national press, airline and luxury retail partnerships, and multi-million-dollar trust narratives on select B2B programs.
Service Desk Team Lead
- People manager for daily support operations on tier-1 B2B accounts; coverage, incident prioritisation, client satisfaction reporting, and vendor governance.
- Defined and tracked operational KPIs with centre management and service delivery managers; drove automation and process fixes that reduced repeat contacts.
- Authored work instructions, training plans, and escalation paths used across resolver groups, foundation for scalable support ops.
- Telstra Super 50 future leaders (SLM/SDM); multiple Team of the Year awards.
Subject Matter Expert / Service Desk Analyst
- SME for service desk technologies; major incident facilitation and service improvement contributions.
Service Desk Analyst
- High-volume B2B 1st/2nd level support; SLA-driven ticketing and outsourced partner coordination.
Education
- Bachelor of Information Technology (Network Engineering major), Charles Sturt University, 2007-2009
- Advanced Diploma, Telecommunications Engineering, TAFE NSW, 2006-2007
- Diploma in Management, Customer Service Institute of Australia, 2012-2013
Certifications
- ITIL Foundation, AXELOS (Jun 2014)
Mike is my Catholic name; formal name S.A.N. Ching. References available on request.