Paul Lai Email & Phone Number

Markham, ON, CA

Re/Max Elite Real Estate Brokerage

Markham, Ontario, Canada

• I spearhead all business development and project delivery functions for this Toronto-based IT consulting and project management firm, including client relations, product/service development, milestone/deadline.
• Instrumental… Show more I spearhead all business development and project delivery functions for this Toronto-based IT consulting and project management firm, including client relations, product/service development.
• Instrumental contributor to growth of company from start-up to reputable $1.5M IT firm; established company as a provider of big business solutions for small- to medium-sized companies.
• Achieved 100% client approval rating on annual customer surveys and drove 95% returning-client business, by focusing on end-user experiences and involving clients in the project life cycle.
• Led over 140 projects, including large-scale, multimillion dollar and multi-year projects, during tenure (including: data processing/automation, “big data” collection/analysis, web privacy compliance, mobile, and IT.
• Slashed reporting time by 70% and drove billing efficiency by 80% for Focus Communication Inc. (a marketing consulting firm), by integrating project management/billing systems.

Markham, Ontario, Canada

• In this role, I oversaw total operations for the third-largest PC manufacturer in Canada (1995), including all project management, labor schedules, business analysis/planning, department restructuring, and business.
• Drove substantial revenue increase from $12M (1992) to $145M (1996) through competitive analysis of market prices and quality, and by procuring contract to deliver 7% of production for an IBM subsidiary.
• Implemented ISO9000 Quality Control System to shorten repair time and deliver maintenance/repair services to customers within 24 hours–drastically outperforming competitors with a typical repair time of 2-4 months.
• Developed a customer management system and service ticketing system that improved customer satisfaction ratings by 33% and shortened ticket lifetime by 45%. Show less

Toronto, Ontario, Canada

• My primary focus was to oversee and establish a third-party sales channel. I introduced new products to support sales objectives, including a PC platform, and headed a corporate relocation IT infrastructure project and.
• Introduced a UNIX-based small business solution, driving sales to 200% of quota (2 consecutive… Show more My primary focus was to oversee and establish a third-party sales channel. I introduced new products to support.
• Introduced a UNIX-based small business solution, driving sales to 200% of quota (2 consecutive years).
• Twice recognized with a PACE Maker Award for outstanding performance (1989-1990 and 1990-1991). Show less

Toronto, Ontario, Canada

In this position, I provided technical support and consulting services to clients in the banking and financial industry. I developed and implemented: Bank by Phone, advanced automation technology, and electronic mortgage document automations (Bank of Montreal). Additionally, I was the recipient of a Silver Fox Award for outstanding performance (1997-1998).

Hong Kong, Hong Kong

• Implemented Wang’s 1st Online Banking System Worldwide (Bangkok Bank).
• Other Implemented Systems include: Kawah Bank’s Customer Relation Management Systems; Chase Manhattan Bank’s Asia Area Communication Network; Manu Life Communication Project – Hong Kong / Canada.
• Managed system development project for Stock Exchange of Hong Kong.
• Coordinated office automation projects for Manufacturing Hanover Trust.
• Employee of the Year Award recipient, 1985-1986.

Toronto, Ontario, Canada

• Analyzed, designed, and developed applications; facilitated application testing, integration, and implementation.
• Providing technical support to system users; led and planned integration and system test cycles and execution
• Ensured technical direction and standards were implemented in deliverables; coordinated deployments across IT groups.