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Manager Customer

Location:
Round Rock, TX
Salary:
110,000
Posted:
June 29, 2020

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Resume:

Luke Cheung 512-***-**** add7ms@r.postjobfree.com

Technical Release Manager Charles Schwab 2019-current

» Ensured pre-release code stability by orchestrating controlled delivery of new features and advocated improved branching strategies by working with directors, product owners and 5+ dev teams every sprint for a release.

» Prepared and presented clear, concise release updates and critical phase exit deliverables to Senior Management across multiple, scheduled releases.

» Performed deep dive analysis on existing systems and formulated product strategies to redesign release cadence around sprint deliverables to internal teams to best serve 100k+ Schwab.com customers.

» Worked closely with cross-functional core teams such as engineering, client services, and design to drive execution across all project development functions to sprint deadlines while best serving the end user. Implementation Consultant – Project Manager LumApps 2019

» Oversaw and owned all phases of client onboarding from requirements gathering to go-live, ensuring that customers met their project goals and milestones on their timeline.

» Gathered requirements, provided technical consultation and developed custom technical solution documents to meet the complex security demands of customers’ business needs and goals during implementation.

» Developed best practice recommendations and internal processes for LumApps Partners based on the insights gained during customer interviews and engagements online and on-site.

» Became a trusted product expert alongside G Suite solutions and Microsoft Office 365 to provide effective operational and technical advice around these technologies. Gave practical solutions as consultant to new clients to implement best practices.

» Acted as key strategic advisor for 5 Fortune 100 companies in the US: Increased engagement and drove production adoption through analysis (Google Data Studio) and launch execution.

» Trained internal staff, partners, and change managers for onboarding to become product experts. Consolidated, streamlined and took ownership of training programs and set up processes for streamlined efficiency and reducing overhead to keep the programs up to date.

Technical Customer Success Manager developerprogram.com 2018

» Orchestrated training and consultation with customers and third parties producing 100% successful delivery, focusing on customer experience, as primary liaison between customer and internal teams documenting portal enhancements, change requests, and internal execution and delivery.

» Developed a trusted advisor relationship with clients to ensure goals are aligned from a business strategy perspective and success criteria metrics are identified. Advocated for clients internally for support resolution, marketing needs, and product feedback.

» Led cross functional teams through the highly-scalable processes of software development life cycle, including requirements, design, development, and product testing and production deployment. Customer Success Engineer E2Open 2016-2017

» Successfully resolved the backlogs of over 10k issues related to both software and hardware problems linked to transactions in their respective databases.

» Spearheaded campaign to address technical issues, managing the communication with four cross-functional teams, documenting resolution steps and streamlining procedures. QA Analyst Wells Fargo 2016

» Standardized and verified correct information and data with 1000+ attributes, and reported any errors found with CEO Portal account, while resolving defects which improved the user experience and led to an increase in long- term accounts.

» Furthered use cases, user interface specifications, and user requirement specification documents, guaranteeing that software releases were 100% tested in UAT.

Highlights

» Full-time volunteer in Hong Kong for two years.

» Over 2000 hours of community service

Education

» JD Candidate, Law, Golden State University

» B.S., Kinesiology, Cal State University – East Bay Skills

» Bitbucket, SQL, Linux, Jira, Salesforce,

Confluence, HTML5, CSS

» Github, Scrum Master, Agile, Waterfall,

Coordination

» Cantonese, Mandarin, Written Chinese, Public

Speaking, Training



Contact this candidate