Tuan Lam, Pmp Email & Phone Number

Chapel Hill, NC, US

Raleigh-Durham, North Carolina Area

• Lead organizational change and improvement—including evaluation and implementation of process changes, secondary sourcing activities, and product investigations—at company creating Internet of Things (IoT) connectivity.
• Supervise global team of 44 customer support specialists to provide superior product and troubleshooting support for hardware, software, server, and application tools
• Set and manage customer expectations, promoting consistent contact and high standard of visibility to cultivate strong, lasting relationships
• Build effective cross-functional teams to create a climate where employees are motivated to perform at their best and empowered to achieve individual career goalsKey Accomplishments:
• Executed technology, service, and investment plans to boost customer satisfaction
• Introduced premium support service to capture additional revenue from customers requiring more senior or more rapid support

Raleigh-Durham, North Carolina Area

• Promoted in recognition of data-driven leadership and success implementing creative initiatives for continuous improvement and culture change. Mentored Six Sigma Green Belt candidates and coordinated comprehensive.
• Trained Green Belt candidates on Basic Statistics, FMEA, Gage R&R, SPC, and DOE
• Led joint Kaizen events with internal customers to improve quality and reduce waste
• Built strong engagement between cross-functional groups and LSS training program to drive continual cultural change throughout all company sites and teams
• Co-led design for Six Sigma NPI Traceability Project from VOC to development
• Achieved 20+ LSS projects, generating over $3.3M in total financial savings using DMAIC and DMADV methodologies

Raleigh-Durham, North Carolina Area

• Recruited back to previous position at Sensus to serve as functional manager of Customer Success team and primary point-of-contact for all technical issue escalation as well as business and customer communication..
• Liaised with internal and external stakeholders to define requirements, objectives, and milestones; achieved buy-in and sign-off; translated to internal specs and scope
• Negotiated SLA and MSA contracts and terms with key accounts
• Managed technical and business functions closely to ensure adherence to project timeline, budget, and quality
• Led defects triaging sessions to promote rapid, informed customer issue resolution
• Facilitated workshop sessions with customers to identify opportunities to optimize network setup and system configurations

Raleigh, NC

• Managed end-to-end projects, inclusive of resource acquisition (on-shore and off-shore), estimation, budget, status reporting, issue resolution, changes, and risk management.
• Partnered with stakeholders to decide project scope, deadlines, and milestones
• Applied Six Sigma expertise to advise customers on business strategy to build cohesive teams, train capable leaders, and incentivize strong performance
• Tested each interdependency function for alignment to avoid downstream impact
• Managed strategic multimillion-dollar smart-grid operations and projects
• Conceived, proposed, and spearheaded transformational initiatives to executives, boards of directors, and external stakeholders

Raleigh-Durham, North Carolina Area

• Served as the functional manager of Customer Success team and primary point-of-contact for all technical issue escalation as well as business and customer communication. Designed and implemented customer training.
• Liaised with internal and external stakeholders to define requirements, objectives, and milestones; achieved buy-in and sign-off; translated to internal specs and scope
• Negotiated SLA and MSA contracts and terms with key accounts
• Managed technical and business functions closely to ensure adherence to project timeline, budget, and quality
• Led defects triaging sessions to promote rapid, informed customer issue resolution
• Facilitated workshop sessions with customers to identify opportunities to optimize network setup and system configurations

Raleigh, NC

• Managed software system development and integration projects from charter to rollout; worked closely with customers to develop trust.
• Ushered projects through requirements gathering, scoping, resource and change management, review test strategy, customer readiness, and delivery
• Developed and attended to project budget, including estimations, roles, and tasks
• Consulted with QA team on testing strategy for new process simulations to clarify roles and identify gaps in functionalities
• Analyzed and resolved difficult QA bugs; rapidly applied hot fixes
• Balanced and managed risk across project plan and developed mitigation and contingency plans

Raleigh, NC

Merrimack, NH

• Provided subject-matter support and testing for AAA applications at stock market and financial management tool developer.
• Consulted with developers to discover root cause of unresolved issues
• Created test plans, specifications, scripts, cases, and analyzed resulting data
• Wrote automated WinRunner test scripts for smoke testing
• Monitored application functionality, user acceptance, and performance testing

Merrimack, NH

Duke Leadership Program

Master Of Science - Ms, Information Technology

Bachelor Of Science - Bs, Mathematics And Computer Science