Aaron Ng Email & Phone Number

Vancouver, British Columbia, Canada

Vancouver, Canada Area

• Managed and retained SMB 50-55 clients
• Maintained 96% personal SMB client retention
• Expansion MRR of 30% for 8% of personal SMB clients
• Converted 8% of personal SMB to Mid-Market solution
• Generated several referral clients and multiple positive client reviews

Vancouver, Canada Area

• Assisted in reducing churn by 10% for a key product
• Developed and redesigned SOP for account collection and account follow up processes
• Maintained and exceeded KPI measurements involving refunds, cancellations and failed payments
• Hosted weekly status meetings as well as ad hoc meetings, to triage and ensure projects were on track
• Responded to incoming tickets and solved Tier 2/3 escalated issues.

Vancouver, Canada Area

• Design test plans ensuring all potential user interaction cases are tested
• Run multiple tests with the application to mimic all types of user interaction
• Maintain and manage database of software defects
• Generate historical analysis of test results
• Ran defect triage meetings designating priority and severity
• Assist in feasibility and UI enhancements

Vancouver, Canada Area

• Established and maintained relationships with key senior leaders of several clients
• Hosted bi weekly status meetings as well as ad hoc meetings as needed to ensure major client defects were being scoped and groomed
• Ran defect triage meetings designating priority and severity
• Worked cross functionally among several teams
• Established new roll out procedures to ensure less software defects for end users
• Lead software tester for stability and enhancement

Vancouver, Canada Area

• Provided predominantly Tier 2 support while assisting in Tier 1 support when required
• Assisted in rollouts of application enhancements for clients
• Ran weekly calls with key clients to diagnose and resolve software issues and record feature requests
• Assisted in establishing vendor liaisons to diagnose software issues for clients
• Assisted in development triage process determining whether issues were bugs or feature requests
• Worked in tandem with the development team to escalate bugs and perform QA testing

Vancouver, Canada Area

• Provided Tier 1 technical and customer support with occasional Tier 2 analysis forin house proprietary hotel property management software
• Made complex technology simple for clients to understand
• Consistently provided over 90% NPS on Salesforce surveys
• Within 60 days from start date, became technical support liaison for 2 major clients
• Within 30 days from start date, became support for Zopim chat pilot project
• Consistently resolved 300+ Salesforce support tickets per month

Montreal, Canada Area

• Provided Tier 1 technical and customer support with occasional Tier 2 analysis forin house proprietary project management software
• Consistently provided over 90% NPS on Zendesk tickets
• Placed outbound calls and setup remote desktop connections to identify and solve issues
• Within the first month, released a fix pack for a new feature for multiple clients
• Worked in tandem with the development team to investigate and resolve environment,platform and user experience issues
• Performed QA testing, patches and bug fixes internally and externally on multipleplatform and environments

Montreal, Canada Area

• Learnt SAP inventory system
• Engaged with in house propriety inventory and sales software
• Constantly learned new policies and procedures
• Helped perform cycle counts with minimal recounts required
• Maintained a high level of consistency and accountability based on performance
• Most product deliveries to customers within a 1 year period

Vancouver, Canada Area

• Helped achieve scores of 99.15%, 99.23%, 99.79% and 99.39% on a scale of 100% fora physical inventory count
• Learnt SAP inventory system
• Engaged with in house propriety inventory and sales software
• Constantly learned new policies and procedures
• Helped perform cycle counts with minimal recounts required
• Maintained a high level of consistency and accountability based on performance

Certificate, Human Resources Management

Ba, Psychology

Certificate, Human Interaction Technology