Ivan Chau Email & Phone Number

Toronto, Ontario, Canada

• As a core contributor in a 3 developer team I am responsible for building and implementing features for the web application ranging from user login/role validation within REACT, complex table and map interactions via.
• Worked with UX/UI team to revamped prototype application and implement designs using Material-UI (MUI), HTML, CSS, Mapbox and various different javascript libraries
• Working with Django RESTful… Show more
• Working with Django RESTful APIs to serve data to our REACT application based on dynamically chosen user inputs
• Implemented Lightweight simple translation module with dynamic json storage using i18n for localization/translation/internationalization
• Collaborated with UX team to create clean interfaces and simple, intuitive interactions and experience Show less

• Research and develop optimal call flow designs that fits best for client's business needs and requirements
• Designed call flow logic with different aspects of IVR solutions from DTMF, speech recognition, web service integration, validation table and variables while keeping customer experience as the main focus
• Helped integrate Web Phone ACD to cloud IVR solution to provide full contact center solution to client like Google and Spin Master
• Developed and implement national… Show more
• Developed and implement national call flow designs for large scale client such as Telus International which required speech recognition solution and web service integration
• Manage hand off of assigned projects to end customer, including all training via webinar / conference calls/on-site and offsite meetings when required

Toronto, Canada Area

• Provide live customer support, for all aspects of Aizan's products, features and functionality, including after hours support as required (24/7 after hours support is on a rolling 2 week cycle through-out the entire.
• Provide input in refining processes to tune build concepts and service implementation
• Interact with the sales team on new service for customer based on pre and post sales documentation and requirement
• Work with Product development to define and… Show more
• Work with Product development to define and specify how service/products will meet end customer/channel partner requirement
• Manage bug/support triage for internal and external projects

Toronto, Canada Area

• Successfully implemented new call center technology to overcome business challenges, disaster recovery, hybrid analytics, soft phone system
• Prepare call centre performance reports by collecting, analyzing, and summarizing data and trends to identify what brings the most value to consumers and share to the organization
• Implementing and scaling call center to new acquisitions in Spin Master
• Identify processes to enhance consumer's experience with Spin Master
• Responsible to… Show more
• Responsible to supervise the day-to-day operations of the Contact Centre including 21 Customer Service Agents on product knowledge, Quality Assurance and associated call centre Key Performance Indicators (KPI’s)

Toronto, Canada Area

• Providing best in class customer support focusing on one call resolution for customers
• Demonstrated ability to handle difficult and sensitive customer escalations with positive results
• Developing process for new brands in Spin Master Customer Care department
• Organize and communicate with logistic team in Hong Kong to ensure all orders are processed and delivered in a timely manner.
• Providing support on shipping in Customer Care i.e. updating inventory and tracking… Show more
• Providing support on shipping in Customer Care i.e. updating inventory and tracking numbers, creating commercial invoice for orders, and reconciling inventory in SAP Show less

Certificate, Science Of Exercise

Studying the relationship between exercise and the body's physiological responses, including carbohydrate, fat, and protein metabolism..

Web Development Diploma, Full Stack Development

Activities and Societies: HTML5, CSS3, SASS, Flexbox, JavaScript, React, Node, Git, MySQL

Sociology