Thomas Ma Email & Phone Number

Las Vegas, NV, US

Los Angeles, California, United States

• Own the entire project lifecycle from initiation through closure by establishing a project plan & milestones.
• Monitor and manage project financials, scope, and schedule to ensure the project stays on track for assigned client projects.
• Drive the implementation of high-quality cloud solutions by closely engaging with all project team members (Tech Leads, Business Analysts, Developers, QA, etc.).
• Act as a primary day-to-day point of contact for the client and the operational aspects of the project.
• Lead Salesforce implementation project for regulatory government agency

United States

• Worked in the Knowledge Management and Learning Technology practices under Workforce Development with emphasis on providing strategic consulting, technology implementation, and project management services to a wide.
• Partnered with clients in a wide range of global industries to define their vision, develop their strategy and roadmap, and execute on project and change management plans.
• Led cross-functional agile teams, including offshore and external partners, to gather requirements, write and validate user stories, groom and size the backlog, track development efforts, coordinate story demos and.
• Created and enhanced project documentation and tools to support effective communication of status, dependencies, risks, and budget to stakeholders.
• Led business development activities, including proposal & pitch decks, scope of work documents, and project budgets.

Santa Monica

• Delivered implementation services on the Salesforce.com Learning module and was responsible for creating, tracking, and managing each project plan across multiple clients.
• Interviewed stakeholders to prepare gap analysis and current state assessments.
• Led strategic implementation workshops (i.e. Learning Best-Practices, Change Management Framework, Governance Models).
• Compiled the configuration documents and supported the technical implementation design discussions.
• Led sessions to gather and validate business requirements and translated them into technical stories for implementation.
• Collaborated with Sales on scope of work (SOW) documents and client acquisition process from a service delivery perspective.

Culver City, CA

• Evaluated client business processes and internal systems to provide solutions to optimize their Salesforce implementation.
• Worked with various 3rd party applications for Salesforce, such as InvoiceIT (billing and invoicing), Conga (document generation), DocuSign (online signature), Survey Monkey (online surveys), and Exact Target.
• Provided business analyst support by helping clients on their data integrity and maintenance.
• Created and negotiated statements of work directly with the clients, including scope, rates, and timelines.
• Created and reviewed requirements and acceptance criteria with both clients and developers.
• Worked as the Agile project manager for Sitecore CMS and.NET website projects that integrated with a 3rd party API.

El Segundo, California

• Worked with each business vertical to gather requirements to implement the optimal solution for their business goals. This included building workflows, triggers, Apex pages and classes, and reports.
• Able to eliminate manual billing previously managed through Excel spreadsheets. This reduced billing errors to less than 1%.
• Enhanced the processes within Salesforce that spans from lead conversions to accounts and opportunities through to the Closed Won of an opportunity and the creation of an order that triggered billing and invoices.
• Improved the customer support workflows by automating tasks to agents upon Closed Won of an opportunity.
• Implemented and managed the data migration for two separate Salesforce instances, which included billing data.
• Worked with offshore developers, but provided Tier 1 support for workflow and configuration issues.

Burbank, CA

• Increased conversions on the mobile website by 15% by delivering the ability for customers to purchase personalized offers and began developing an integrated mobile application to increase our product portfolio reach.
• Collaborated with internal partners and external vendors to formulate requirements for new product ideas, as well as enhancements to our existing products.
• Communicated requirements to both technical and non-technical audiences to get alignment and sign-off.
• Worked on a diverse catalog of products ranging from the communication platform to the website to mobile to the API.
• Served as the project manager and SCRUM master on several projects.

Torrance, CA

• HansonEllis.com is one of the top online retailers of customized gifts and wedding products. 90% of the products are assembled or manufactured in-house. It is small-sized company with about 8 employees located in.
• Worked as the Customer Service Manager, but due to the small size, my role was broader than just Customer Service.
• Assisted in the manufacturing of the products, which ranged from laser engraving to assembly, helped with creative additions to the web site.
• Coordinated the delivery of orders to the customer.

Valencia, CA

• Helped fulfill the staffing needs at Six Flags Magic Mountain, which ranged between food service to ride operator to character actors.
• Duties included interviewing applicants, processing their employment documents, organizing and filing paperwork, assisting in recruiting efforts, and other human resource projects.

Los Angeles, CA

• Managed the Electronic Data Interchange (EDI) transactions with several large customers, which included JcPenney, Men’s Wearhouse, and Big Lots.
• Managed the fulfillment of large purchase orders of socks to large retail stores.
• Helped implement the company's ERP software, Macola ES.

Valencia, CA

• Worked for Chili's, Origami Bistro & Bar, and Buca di Beppo while I was going to college.
• Worked as a server, food expediter, bartender, trainer, assistant manager, and general manager during my different tenures at the 3 restaurants.
• Learned to use 3 different point of sale programs and had to know the systems and the company policies well enough to train new employees and uphold the corporate guidelines.

Pasadena, CA

• Worked my way from call center representative to project manager within 2 years.
• Implemented variety of projects for the customer service call centers.
• Projects ranged from policy changes to website interfaces to configuring deals and promotions.

Mba, Marketing & Entrepreneurship

B.S., Business Administration

Activities and Societies: Business Law Association

A.S., Accounting