Project Manager Customer Success

- Tu Villalon -

Project Manager

Los Angeles, CA • 818-***-**** • *******.******@*****.*** • https://www.linkedin.com/in/tu-dao-villalon EXECUTIVE SUMMARY

Dynamic Technical Project Manager with 7+ years of experience in software development, digital technologies, and product lifecycle management. Proven track record in leading cross-functional teams, optimizing processes, and driving successful project outcomes across diverse industries. Expertise in Agile methodologies, Drupal-based website development, and remote work environments. Multilingual communicator skilled in fostering global collaboration and delivering high-impact results. Known for rapid learning, curiosity-driven approach, and meticulous attention to detail. CORE COMPETENCIES

LEADERSHIP & TEAM MANAGEMENT: Led high-performing teams, fostering a culture of customer-centricity and continuous improvement while setting clear performance expectations and providing coaching to team members & clients, leading to an average of 90% on-time & on-budget project delivery. PROJECT MANAGEMENT & CUSTOMER SUCCESS STRATEGY: Developed & implemented comprehensive customer success strategies that include defining and optimizing the customer journey, from onboarding to adoption, expansion, and advocacy. This led to a 45% increase in internal teams morale, and a 25% increase in customer retention. TECHNICAL DOCUMENTATION: Expertise in crafting comprehensive multilingual software Development technical documentation, functional design documents, business requirements, and streamlining workflow processes, as demonstrated in business analyst roles.

BUSINESS OPERATIONS: CRM Management, Systems Integrations, Data Migrations, Content Management Systems(CMS), Digital Marketing.

EMPATHY FOCUSED COMMUNICATION: Active Listening, Mutual Growth Through Communication, Building Trust, Effective multilingual communicator in Vietnamese, Mandarin Chinese, and English. STRONG TECHNICAL APTITUDE: Data Analytics, SaaS Implementations, Web Design Technologies (HTML/CSS), Digital Content Creation.

PROFESSIONAL EXPERIENCE

FFW Digital Agency, CA (Remote) • Website development project manager 02/2021 - 10/2023 Oversaw operations, development, and technology for website development projects, including CMS, UI/UX design, and software analysis.

Implemented Content Management System and integrations which increased client satisfaction rates by 25%

Conducted consistent reviews of project schedules, budgets, and weekly status reports.

Developed and maintained comprehensive project plans using Project Management Software, ensuring clear organization throughout the project lifecycle.

Research, review, and analyze new tools (CRM, CI/CD, Headless CMS, Pattern Design Software) to reduce manual processes by creating automated workflows & finding technical solutions, creating an increase in efficiency of 15% Australia Sentius Group, Melbourne, Australia • IT Project Manager/Scrum Master 11/2017 – 11/2020 Managed all aspects of multiple fast-paced E-commerce website projects within the highly visible & mission-critical Payments Application domain.

Designed and maintained project vision, working standards, and agreements to maintain focus for the project team and drive towards increased velocity and 90% success rate of meeting deadlines.

Coordinated product analysis workshops and created product breakdowns with functional teams.

Mentored/coached a high-performing motivated agile team to ensure adoption of agile practices that increased participation from 80% to 95%

Performed project tracking through clear and concise status reports and time management reports; proactively identified potential issues and tracked project member progress against commitments using variance analysis metrics.

FFW Agency, Hanoi, Vietnam• Jr. Program Manager/Scrum Master 10/2016 - 11/2017 Orchestrated collaborative efforts among global development teams, ensuring smooth project execution and delivery.

Interpreted technical requirements, created user stories, and built internal Vietnamese-English data dictionaries.

Developed comprehensive monitoring of risks, issues, dependencies, and resources to remove any roadblocks, resulting in 95% of milestones achieved on time.

Effectively fostered strong culture and relationships with 5 Scrum teams within the program, leading to increased morale, performance, and reduced turnover when compared to the previous 3 years. Jimbrothers Corporation, Hanoi, Vietnam • Supply Chain Manager 07/2013 - 09/2016 Actively managed all High Tech/Manufacturing Salesforce projects, within the company’s most profitable Vertical.

Led end-to-end management of shoe production lines within the High Tech/Manufacturing vertical, focusing on operational excellence and process improvement initiatives across systems and infrastructure.

Collaborate with Production, Design, and Purchasing teams to align supply chain activities with production schedules and client demands.

Oversee inventory management, maintaining optimal stock levels of raw materials and finished products

Created and Maintained Multilingo technical production documents, resulting in 20% reduction of defective products in production lines.

Ensure compliance with quality standards, environmental regulations, and ethical sourcing practices.

Client: New Balances, Prada, On Running, Premiata EDUCATION

UCLA Extension • Certificate in Project Management

Kunming University of Science and Technology • Bachelor of International Business and Trade

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