May Tang Email & Phone Number

Toronto, On, Ca

Ontario, Canada

Canada

Leads multiple, concurrent small to large-size client projects.Effectively applies implementation methodology and enforces project standards.Prepares Statement of Work for each project and associated project plans.Effectively communicates with the client, Intelex project team and other cross-functional departments in order to ensure all project requirements and milestones are understood and delivered according to the project plan.Identifies and mitigates project exposure and risk.Ensures all client information / data requirements are received and communicated.Creates and executes project plans and revises as appropriate in order to meet requirements.Facilitates the day-to-day operational aspects of a project and scope, deadlines, schedules including project budget.Identifies resources needed and assigns tasks in accordance with the project schedule.

Toronto, Canada Area

Develop, coordinate and implement training programs for customers, partners and internal staff.Create training materials for internal and external use.Liaison with departments such as Customer Experience, Product and Sale to identify knowledge gaps and areas for improvement.Maintain subject matter expertise on the software platform and applications.Participant in new hire learning programs.

Toronto, Canada Area

Work closely with Enterprise clients from post sales phase until project completion.Facilitate business requirements gathering with client and create documentation with specifications. Configure software to meet client needs. Assist client with data migration and importing dependent data. Conduct testing and work with Quality Assurance team to ensure functionality.Work with clients through user acceptance testing and provide assist and support until software has been deploy. Conducted regular status calls with clients and status reviews meetings.Provided training to clients by providing documentation and interactive web seminars.Conducted internal training sessions to assist with training of consultants. Mentored associate consultants and new staff during on boarding process.

Toronto, Canada Area

Provided clients with tier 2 and tier 3 application support. Provide assistance to team members for escalations. Triage reported issues including troubleshooting, workarounds and creating data corrections scripts.Develop scripts for automating client functions. Completed Crystal report changes.Conducted internal training and documentation for procedures. Contributed to process reviews and improvements. Experience with AWS, VMware and SQL. Completed configuration changes to cloud systems.Work with clients for requirements gathering, involved in data migration planning, coordinated with development team and preformed quality assurance testing.Conducted regular status calls with clients to ensure satisfaction and review priorities and escalations.Provided training to clients through on site visits, documentation and interactive web seminars.Experienced using management tools such as JIRA, Confluence, TortoiseHg Workbench and ZenDesk.

Toronto, Canada Area

Provided clients with tier 2 and tier 3 application support.Triage reported issues including troubleshooting, workarounds and creating data corrections scripts.Work with clients for requirements gathering, coordinated with development team and preformed quality assurance testing.Conducted regular status calls with clients and provided weekly reports and metric.Provided training to clients by providing documentation and interactive web seminars.

Toronto, Canada Area

Completed software installations, server upgrades and implementation of new features.Managed new development projects. Created project specifications, coordinated with programmers and clients, and performed testing and implementation.Created inbound and outbound IVR scripting, payment-processing applications and user GUI applications.Provided support to clients including troubleshooting, call flow analysis and performance improvement recommendations.Provided training for both internal and external clients by providing documentation, training videos and interactive web seminars.

Toronto, Canada Area

Set up and maintained new projects and campaigns and provided analysis.Created, modified and/or maintained internal reports, external reports, client invoicing.Gained experience with inbound and outbound predictive dialers, unattended messaging and custom text-to-speech messaging.Provided support such as troubleshooting, creating work plans and making campaign adjustments.

Toronto, Canada Area

Managed a group of 8 operators. In charge of scheduling, training and recruiting. Created and maintained campaigns for 3 different sites in Canada.Set up and maintained new projects and campaigns. Created work plans and provided analysis.Created, modified and/or maintained internal reports, external reports, client invoicing.Used programs such as SQL Advantage, Crystal Reports, Business Objects, Excel and Access for reporting.Gained experience with inbound and outbound predictive dialers, unattended messaging and custom text-to-speech messaging.Provided support to operations such as troubleshooting and making campaign adjustments.

Bachelor Of Commerce, Information Technology Management

Information Technology Management, Telecommunication