IT Project Manager

• Mar 2022 - Present

Project Management Executive

• Jun 2021 - Jun 2022

Project Management. Provide End user training. Vendor management and coordination. Manage technical resources and work efforts to deliver value-added solutions that meet the needs of stakeholders and according to project schedule.Manage and lead projects. Meeting and managing stakeholder and clients . Relationship management. Project Management. Provide End user training. Vendor management and coordination. Manage technical resources and work efforts to deliver value-added solutions that meet the needs of stakeholders and according to project schedule.Manage and lead projects. Meeting and managing stakeholder and clients . Relationship management.

Business Process Analyst and Project Management @ FACEBOOK

• Sep 2019 - Jan 2021

• Investigated and prioritised technical issues using in-house ticket systems and escalate live cases for further troubleshooting or de-bugging• Partnered with global teams to manage live queue tickets and calibrate data• Conducted research on client content by ensuring that it meets FACEBOOK’s policies• Created and Implemented a case log template for all analysts. This standardization has improved the accuracy of data and quality of work by 38%• Remained up to date with the latest developments and procedures on internal knowledge base• Consistently met monthly KPIs – Case Handling Time (AHT), Quality (QA), Total Number of Cases, Client Satisfaction Rate, Case Resolution Rate • Presented regular reporting on organisation’s financial position while doubling the role as a treasurer• Organised weekly team building events as a events committee member that helped strengthen the team’s bonding by 14% from a survey done during the Work-from-Home period

iOS & Mac Technical Specialist &Project Management

• Nov 2018 - Jul 2019

• Promoted to a specialist after 5 months of service.• Underwent APPLE’s Specialist training with 95% score (2nd in class)• Assessed client’s technical issues and provided mid to high level technical support on iOS & MAC • Identified and act on opportunities to upsell hardware, software and service offerings. Successfully closed 1,300 cases with a sale. • Mentored junior staff and coached them of best client support practises.• Performed analysis of customer usage data and used data-driven insights to iteratively develop new processes to improve customer support efficiency.Key Initiativeso Led a team of 20 in a global festive competition and won second place out of 500 teams.

iOS Technical Advisor

• Jun 2018 - Nov 2018

• Underwent APPLE’s compulsory training and passed all 3 examinations. • Provided first level technical support for iOS• Follow through client’s technical issues till closure using available resources within stipulated timeline.• Maintained detailed documentation of client’s case history for future reference and traceability.• Managed client’s technical issues using in-house CRM tools including iLog, CORE and iCloud support tool.Key Initiativeso Led a team of 20 in a global festive competition and won second place out of 500 teams.

IT Sales Support and Project Management

• Jun 2013 - Jan 2014

• Studied statistical reports on vendor usage of products and recommend in house solutions • Managed client accounts by understanding their needs and providing high level technical support.• Conducted sales pitches to potential clients and successfully closed deals (Up to $33k). • Created sales pipeline to identify leads and project quarterly sales revenue.• Secured $50k sales in 7 months and increased overall sales by 15% through cold calling. • Studied statistical reports on vendor usage of products and recommend in house solutions • Managed client accounts by understanding their needs and providing high level technical support.• Conducted sales pitches to potential clients and successfully closed deals (Up to $33k). • Created sales pipeline to identify leads and project quarterly sales revenue.• Secured $50k sales in 7 months and increased overall sales by 15% through cold calling.

Telemarketer Supervisor

• Dec 2009 - Feb 2010

• Supervised and mentored a telemarketing team of 5. • Planned and implemented training for telemarketers’ on communication tools and service guidelines. • Drive the team to meet KPIs by identifying and addressing gaps through a performance plan.

Telemarketer

• Nov 2009 - Dec 2009

• Cold called customers to promote financial services• Consistently hit daily goals set by manager