Vincent Yoong Email & Phone Number

Minneapolis

Cottage Grove

Managed upgrades to the business’ custom CRM software including testing and coordinating deployment of monthly software updates, managing relationships with vendors & users, requirements gathering & documentation, and managing upgrade scope and prioritization.• Lead project to deliver monthly upgrades to custom CRM supporting over 1,300 daily users across more than 80 locations.• Oversee successful application upgrades (13+) in 2017 release schedule while utilizing strong skills in planning, organization, testing, and communication• Lead daily stand-up and backlog management meetings with vendor developer and QA teams to manage and prioritize backlog that delivers iterative improvements through two week sprints• Communicated stakeholder goals and expectations with project roadmaps, requirements documents, and monthly status reports• Develop user stories (200+) with technical acceptance criteria to provide clear work direction • Collaborated with Marketing teams to implement automatic customer creation across web and mobile applications, replacing a manual customer creation process for 27K+ customers in 2017• Facilitated the implementation of standardized top level Marketing Sources across 77+ locations to improve reporting accuracy and comparisons between markets by organizing a project outline, delegating follow-up tasks, and writing & executing a SQL migration script

Cottage Grove

Led requirements gathering & documentation, test writing & execution, and release documentation & communication for custom CRM software by managing relationships and coordinating work with business partners, vendor partners, and internal support developers.• Managed team upgrades using Agile methodologies for rapid iterations• Deployed 13 successful software upgrades in 2016, including over 150 enhancements & bug fixes• Collaborated across business and development teams to document user story requirements and acceptance criteria and determine accurate work effort estimates• Led and coordinated user acceptance testing team to create and execute test scripts• Traveled to and trained 5 business locations to onboard them• Increased first-call resolution rate by 20% by documenting standard work & training support team• Trained 6 support developers for tier 1 and 2 support

Cottage Grove

Responsible for first tier customer support for business’ custom CRM including data cleansing, researching & answering how-to questions, software upgrade testing, and knowledge base article writing & maintenance.• Utilized SQL knowledge daily to troubleshoot issues and research bugs• Resolved 50% of issues within 24 hours • Reduced the average number of open tickets at the end of business hours by 50%• Led testing on multiple software upgrades and bug fixes

Bachelor Of Business Administration (B.B.A.), Management Information Systems, General

Activities and Societies: Funk-Soul Patrol (Community fundraiser and breakdance club)• Assisted with the planning and hosting of an annual.

International Business

• Studied differences in American and Chinese business culture for three weeks abroad. • Extensive studies in Business and Economics.