Project Manager
Resume:
Christian Ming Chieng
San Jose, CA
**********@*****.***
Motivated PM focused in product support operations seeking to leverage skills in customer focus and process optimization and seeking Coordinator, PM, PGM or product operations related roles. Proven ability to identify user issues, delivering key operational program initiatives and streamline workflows in ambiguous and fluid environments. Eager to contribute to project success and develop leadership qualities. EXPERIENCE
Accenture (Onsite at Google) — Mountain View, CA - Project Manager - Global Product Support Operations for Pixel and Google Store December 2019 - May 2024
Project Management: Managed the full lifecycle of multiple projects across North America and APAC, overseeing RFP processes, proactive/predictive support, OKRs, resource allocation & QA Data-Driven Optimization: Analyzed support datasets to identify inefficiencies/systematic failures and piloted dogfooding & A/B tests to improve the support journey/roadmap. This also created automation/ integration opportunities, resulting in optimized support workflows Methodologies: Applied Lean Six Sigma & Agile frameworks to resolve process/policy friction & managed time-sensitive escalations with a focus on ROI, compliance first & builder’s mentality Strategic Agility: Navigated program pivots & milestones to ensure consistent, standardized processes, cost efficiency & high-impact resolutions for global support teams.
- Root Cause Analysis & Process Improvement:
Drove continuous improvement initiatives across support channel platforms by conducting RCA investigation & synthesizing user feedback/patterns. Implemented actionable recommendations that successfully enhanced service delivery, customer satisfaction (CSAT) fostering a zero error mindset, adoption, SOP & SLA adherence. Served as the primary communications key point of contact and voice of the customer to maintain accountability, drive excellent customer experience & brand trust. This created opportunities to enhance and create/own support documentation, warranty programs, streamline processes and agent training
- Process Optimization & Efficiency Gains: Collaborated with Early Field Failure Analysis engineers to design logistics and created/executed a highly efficient user device collection (RMA) workflow for North America. This strategic process enhancement reduced cost & targeted device lab turnaround by 17% (exceeding targets) & significantly accelerated the feedback loop. The result was the timely delivery of data-driven failure trends, procurement on inventory control, prioritized quality initiatives, future bill of materials, empowering hardware engineers to implement preventative solutions prior to the next device launch.
- Reporting & Communication: Communicated essential project status (MBR’s/QBRs) and delivered actionable insights to Product Support Managers (managing 20 remote/onsite reps), GTM teams, external partners and stakeholders. Utilized CRM data, KPIs & performance improvement metrics to create dashboards. Presented findings, competency, review plans, training status & redundancies to enable effective coaching & driving customer success.
- Cross Functional Collaboration, Problem Solving & Leadership: Consulted on and implemented transparent solutions to optimize critical components of the software development lifecycle (SDLC), including tools, scaled support, vendor operations, troubleshooting documentation, reducing back office support ticket volume/escalations & triage/prioritize bug management based on urgency. Intuit — Mountain View, CA - Quality Assurance Administrator November 2016 - May 2017
- Evaluate TurboTax form scanning functionality on various test devices (Android and iOS) through comprehensive quality assurance testing. This project had primary emphasis on using the Waterfall, Agile and Iterative methodologies.
- Assessed/improved accuracy, processing time and error rate to 15% to ensure optimal user experience.
- Present logged results (quantitative and qualitative data) to the PM’s to evaluate project progress and identify actionable insights.
DoorDash — Palo Alto, CA - Dasher Fleet Operations Associate May 2015 - September 2015
- Provided support & implemented Dasher pay structure in designated California regions, resulting in a significant increase in Dasher recruitment by 20%
- Facilitated Dasher onboarding sessions and payroll for the Bay Area fleet.
- Collected and analyzed driver, restaurant operations and consumer feedback to generate comprehensive reports on Net Promoter Score (NPS) and Customer Satisfaction. (CSAT) Technical Skills
- Google Workspace/Sheets
- Microsoft Excel/Powerpoint
- Sharepoint/Lucidchart
- Confluence/Jira/Stripe
- Salesforce/CRM
- ServiceNow
- Zapier
Strengths
- Effective communication and
collaboration
- Consulting
- Critical thinking
- Customer service
- Technical troubleshooting
- Technical debugging
- Working with ambiguity
- Client support
- Operations Management
- PDLC/SDLC
- Stakeholder management
- Project
management/coordination
- KPI Performance Management
-API Integrations
EDUCATION
Foothill College
Certificate of Proficiency in
Communications
August 2012 - March 2015
Certifications
Google Sheets - The
comprehensive Masterclass - In
progress
Udemy
September 2025 - Present
User Experience Research and
Usability Testing - Completed
Udemy
January 2024 - April 2024
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