John Ma Email & Phone Number

Bellevue, WA, US

Irving, Texas, US

Management and leadership of the Customer Support and Implementation Services teams, providing strategic goal setting and direction, process improvement efficiencies, technical client resolution, data analysis and GTM evaluation/quality delivery of Grace Hill SaaS multi-family products and solutions

Irving, TX, US

• Primary sales, business, and client account manager in support of present and future Connected Vehicle Services telematics programs for SiriusXM CV and Stellantis NV
• Developed extensive vehicle build audit reporting, incorporating client inventory data into collections invoice tracking and engaging in client negotiations resulting in $3M+ of revenue savings
• Managed an Account Executive team responsible for B2B support, production governance, financial audit tracking, joint client reporting, and data management
• Led RFQ/SOW/MSA review and evaluation activities for new business opportunities, developing executive summaries and providing guidance on acceptance criteria with oversight on contractual obligation adherence

Irving, TX, US

• Program governance and client relations manager in support of the SiriusXM Guardian telematics service, in partnership with Stellantis, UConnect, and Tier 1 wireless providers and suppliers
• Served as primary internal program SME and external client and supplier contact for all program development, managing change requests, issue escalations, and ongoing project timelines using Agile methodology
• Maintained detailed financial invoice/purchase order tracking, forecast projections, and metrics reporting for leadership
• Managed and governed service launch objectives and KPIs for service deliveries and timeline goals, including new feature origination, requirements gathering and definition

Irving, TX, US

• Business management and development coordinator for automotive OEM clients and Tier 1 suppliers in support of current & next-gen HondaLink & AcuraLink telematics programs for the US & Canada markets
• Successfully kept SLAs above 95% in all contractually measured categories as production support lead, conducting data reporting and monitoring of service levels and program metrics post-launch
• Primary lead for customer management/escalation, OEM client feedback, ongoing P&P and Training updates, and defect management and resolution
• Planned and executed detailed technical UAT test cases for services, enrollment, and end-to-end functionality, including troubleshooting, triage, and defect tracking activities related to web/mobile development and.

Irving, TX, US

• Program lead on scope and requirements definition, working with internal and external technical and business teams to develop, test, and successfully launch a full-service telematics solution for automotive OEM clients
• Served as primary liaison on program development, representing external project requests to internal teams and working collaboratively with IT, Systems Integration, and SQA groups to gather and build client requirements
• Conducted extensive reviews of internal controls and processes, creating and implementing over 40 requirements documents and procedures to support enhancement, service, and operational objectives and initiatives

Irving, TX, US

• Management and Operations Lead, supervising over 150 Telematics Response Agents across three national call centers servicing six major automotive OEMs
• Extensive policy review and development of the Stolen Vehicle Recovery program for all OEMs, improving recovery success rates by 12% while eliminating paper forms and standardizing procedures across all call centers
• Served as Toyota operations manager, conducting active testing and development with internal teams for the launch of the Toyota Safety Connect and Lexus Enform telematics programs

Dallas, TX, US

• Management and direct supervision of the National Customer Service E-mail team of 9 service representatives handling over 11,000 e-mails monthly.
• Developed and implemented the launch of the E-mail Quality Monitoring project, creating internal department branding for over 300 service representatives and improved use of tracking and reporting metrics for increased.
• Audit and Compliance lead for Online Banking, ensuring Federal and internal bank regulation adherence regarding online bill payments, claims and transactions
• Creation of an Online Banking procedures database, as well as interim management for the Online Banking department of 26 representatives, and development lead for a proactive sales initiative program in e-mail customer.
• Projects conceived involving workforce management and call volume analysis netted efficiency improvements of a 4-hour e-mail turnaround response time, an increase in productivity of 18% among staff, and a net staffing.

Dallas, TX, US

• Supervision and day-to-day operation of a branch office, including sales manager, human resource coordinator, hiring, training, fraud, audit and compliance lead responsibilities.
• Maintenance and account management of over $4M in deposits, including financial proactive needs assessment and identifications for clients, and cross-selling of all bank deposit and mortgage/loan products
• Created and implemented internal staff incentive promotions and goals, as well as developing individual progress tracking and coaching, and conducting staff performance reviews and improvement plans
• Maintained an active involvement in client business relationship development in the local community as well as municipal and township districts, acting as liaison and personal banker while creating a loyal client base.

New York, New York, US

Audited and processed incoming mortgage loan applications and closing documents, managing funding data in information systems with communication and coordination among different teams of mortgage associates.

Ba, Economics And Psychology

Masters, Management And Finance