Wing-Leung Chan Email & Phone Number

My official title did not cover all the hats I wore.Customer Support:Provided exemplary customer care to enterprise customers with legacy products thus ensuring an extended revenue stream beyond forecasts. This involved solving problems from simple to very complex, customer advocacy, and understanding customers' business requirements. Took ownership of customers' issues to ensure their success.Implemented large set of tools and automated processes to improve efficiency with troubleshooting customer issues. Implemented app for internal On Call rotation use.Provided deeper, code-level troubleshooting to rest of the support team so that complex bugs can be more easily resolved by the development team.Provided product feedback, bug and feature requests, and documentation updates to Product Management team.Sales:Key input to sales wins of converting legacy customers to new product.Operations:Freed up the development team from some Operations tasks. Implemented automation of code and database updates of the SaaS platform. Assisted with troubleshooting of performance issues. Provided insight into platform design.

Supported sales efforts with technical expertise. Provided solutions to meet customers' business goals. Nurtured deep relationships from technical staff to senior executives. Built custom demos. Made customer presentations. Presented at trade shows and industry user groups. Spoke at SharePoint Saturday. Provided competitive analysis. Provided key feedback and insight into product improvements. Designed and maintained entire company's cloud based demo infrastructure.

Providing customer support and professional services to all our friends who are making a positive impact in the world including: Canadian Federal Government, US Federal Government, US Military, various NGOs and large private enterprises