Jack Wong

Live Ops Producer at Concept Labs (Formerly CAH)
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Contact Information
us****@****om
(386) 825-5501
Location
Greater Vancouver Metropolitan Area, CA
Languages
  • English Native or bilingual proficiency
  • Cantonese Native or bilingual proficiency

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I’d like to highly recommend Jack for any future opportunities or positions that may arise for him. I have had the great pleasure of collaborating with Jack on numerous joint projects during his time as a project manager at Concept Labs, a leading Web 3 company. It is with great enthusiasm that I provide this positive recommendation for him. From the moment I started working with Jack, I was captivated by his exceptional project management skills. His ability to meticulously plan, organize, and execute projects left a lasting impression on me. What truly impressed me, however, was his talent for seamlessly coordinating multiple vendors across all levels of an organization. Whether it was CEOs or frontline support workers, Jack treated each individual with respect and valued their feedback with genuine enthusiasm. Beyond his remarkable technical expertise, Jack's profound understanding of cutting-edge technologies, such as blockchains, decentralized applications, smart contracts, and more, all played a pivotal role in our joint success. His keen eye for detail and integrative thinking ensured that our projects were consistently at the forefront of innovation. But what truly sets Jack apart is his warm and approachable nature. Working with him on a personal level was an absolute joy. His inclusive and collaborative approach created a work environment where everyone felt valued and supported. I was always amazed by his willingness to lend a helping hand and his adaptability when it came to improving our joint processes for greater efficiency. Jack's professionalism, integrity, and strong work ethic are unwavering, and he consistently goes above and beyond to deliver exceptional results for all parties involved. In summary, Jack is an exceptional project manager who not only possesses remarkable technical expertise but also embodies exceptional leadership skills, personability, and the ability to foster collaboration. He is an invaluable asset to any organization fortunate enough to have him. I have complete confidence in Jack's ability to continue thriving and excelling in any future endeavors he pursues.

Michael Chow, MBA

I had the privilege of working closely with Jack Wong on several projects related to chatbot development while on the Customer Experience team at Dapper Labs. I am pleased to wholeheartedly recommend him for his exceptional skills and qualities. Jack consistently impressed me with his rational thinking and analytical approach to problem-solving. His ability to break down complex issues into manageable components and approach them with a methodical mindset was invaluable. What sets Jack apart is his knack for generating strong and innovative ideas. Whether it was brainstorming sessions, design discussions, or addressing challenges, Jack always brought fresh and creative insights to the table. One of Jack's most commendable qualities is his willingness to embrace constructive feedback. He never viewed feedback as criticism but rather as an opportunity for improvement. Jack actively sought feedback from team members and stakeholders, and his ability to adapt and refine his work based on this input was truly admirable. This collaborative and open-minded attitude contributed significantly to the success of our projects. Jack Wong is a consummate professional with a sharp mind, a gift for innovative thinking, and a remarkable ability to incorporate feedback into his work constructively. It was a pleasure working alongside him, and I do not doubt that he will continue to excel in any endeavour he chooses to pursue. I highly recommend Jack Wong to anyone seeking a dedicated and talented individual.

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Credentials

  • Agile Fundamentals - Scrum and Kanban 2022
    Udemy
    Apr, 2022
    - Nov, 2024
  • Zendesk Training for Customer Service Agents
    Udemy
    Apr, 2022
    - Nov, 2024
  • Social Media Strategy
    HubSpot
    May, 2020
    - Nov, 2024
  • Google Analytics Individual Qualification
    Google
    Sep, 2019
    - Nov, 2024
  • Google Analytics for Beginners
    Google
    Feb, 2018
    - Nov, 2024
  • AdWords Fundamentals
    Google
    Feb, 2018
    - Nov, 2024

Experience

    • United States
    • Business Consulting and Services
    • 1 - 100 Employee
    • Live Ops Producer
      • Mar 2023 - Present

      Concept Labs (formerly Concept Art House) drives Web3 ventures for world-renowned brands and IPs. With a rich history of shaping gaming and entertainment since 2007, they've transitioned into a pivotal role in NFTs, contributing to the emergence of Web3 and the metaverse. ● Mastery in full-cycle project management, encompassing feature scoping, timeline delineation. Adept at crafting exhaustive documentation via Confluence and leveraging Jira to facilitate cohesive project monitoring and implementation. ● Experienced in fostering collaboration with cross functional teams to craft strategic product roadmaps, aligning business goals with technical execution. Proficient in establishing and maintaining a dynamic live operations calendar, ensuring seamless coordination and delivery of ongoing initiatives. ● Diligently oversee product community health, track churn rate, analyze user growth, and evaluate ARPU on a monthly cadence. Proficiently generate detailed reports and effectively communicate findings to stakeholders, fostering transparency and informed decision-making. Show less

    • Canada
    • Software Development
    • 100 - 200 Employee
    • UFC Lead Live Ops Producer
      • Apr 2022 - Mar 2023

      Dapper Labs uses the power of play to deliver blockchain-based experiences and digital collectibles that are made for you and ready for the real world.● Collaborated with licensing partners to establish deadlines and content release cycles, enhancing user adoption. This effort yielded impressive outcomes, including the production of over 100,000 collectibles, generating revenue exceeding $2 million, and the creation of more than 10,000 user wallets.● Coordinated cross-disciplinary teams to rapidly develop and implement multiple new features for UFC Strike, leading to an 89% increase in community sentiment and the conversion of 25,000 dormant users into active players.● Facilitated daily standup meetings and utilized our internal project management software to oversee tasks, review sprint deliverables, establish work back schedules, and conduct retrospectives. Show less

    • NFL Live Ops Producer
      • Nov 2021 - Apr 2022

      ● End-to-end creation of NFL All Day NFT collectibles. From curation, QA, rendering and minting on to the Flow Blockchain. Minting +250K NFT collectibles weekly and packing them into 50K packs● Led company-wide Launch Control calls for Pack Drops. Effectively communicate goals, liabilities, and success factors to all stakeholders. Generating weekly revenues of over $2M and selling out of all available packs● Implemented internal process changes to improve weekly turnaround of NFT collectibles, curated process documentation, and training all new producers to take over the production process Show less

    • Customer Experience (CX) Lead
      • Jul 2021 - Oct 2021

      ● Built a client-facing chatbot to respond to complex inquiries with a containment rate of 71%, an engagement rate of 88% and a solvency rate of 94% ● Interpreted user feedback into digestible information for the Dapper Product team to implement new features, UI/UX interface fixes and shipping product innovations

    • Customer Success (CS) Lead
      • Mar 2021 - Jul 2021

      ● Led several initiatives to curb negative user experiences and reduce the amount of user ticket submissions with a satisfaction rate of 91%.● Curated internal documentation of work processes to be used as training material for new hires and external help centre articles for users● Proposed new bulk solving methods to resolve long-standing customer issues which led to the reduction of the customer backlog from 22,500 issues down to 5,000 with an average SLA of 7 days

    • Canada
    • Financial Services
    • 1 - 100 Employee
    • Customer Success Manager
      • Aug 2020 - Mar 2021

      NetCents has built a universal cryptocurrency payments infrastructure that optimizes ROI through easy, convenient, and secure payments – all around the globe. User-friendly, developer-friendly, and tech-illiterate friendly, NetCents is making life simple for your business and your everyday. ● Building relationships with the c-suite executives by answering all inquiries and troubleshooting issues using HubSpot, Zendesk, Email and Zoom. ● Conducting platform demonstrations through Zoom installing API keys and answering technical integration questions ensuring customer satisfaction and promoting merchant referrals. ● Redesigning public knowledge base for users and team members to use as a resource and promote as marketing tools. ● Developed internal product backlog for essential team members to report bugs, platform improvement suggestions and shipped several new features on the platform with high engagement results. Show less

    • Canada
    • Non-profit Organization Management
    • 1 - 100 Employee
    • Development Officer
      • Jan 2020 - Jul 2020

      JABC (JA of British Columbia) has been a leader in youth business education programs for over 60 years. Our programs focus on financial literacy, work readiness and entrepreneurship and are requested by educators across British Columbia. ● Managed a donor portfolio of 30 corporate and 90 prospective donors for JABC. Strategize a schedule of multimedia interactions and solicit corporate major donors with a potential of $1,000 and above. ● Implemented donor relations strategy, presenting JABC offerings to potential donors and creating social media material using Canva for promoting programs and post donor recognition. ● Cultivated relationships with donors, event sponsors, and major gift prospects through calls, emails, meetings, social media callouts and personalized letters. ● Prepared monthly financial donor reports for upper management highlighting major insights and providing recommendations on pipeline strategy targeting key prospects. Show less

    • Canada
    • Banking
    • 700 & Above Employee
    • Community Relations Coordinator
      • May 2018 - Jan 2020

      Tangerine Bank isn't like your typical bank. We don't have brick-and-mortar branches and we don't make you wait in line to do simple banking services. We operate with an online banking model where you can access your account anywhere. We offer easy everyday banking solutions and we believe that your money should work as hard as you do. That's Forward Banking.● Established partnerships with over 10 diverse companies to increase brand awareness and client acquisition through mutually beneficial initiatives. ● Resolved over 50 account inquiries and escalations daily. Maintaining a 100% client satisfaction and an 80% retention rate while adhering to company practices and policies.● Led the nation in NPS surveys with a 100% response rate to identify product inefficiencies and customer service gaps. Utilized this opportunity to address system errors and provide recommendations to the product team.● Coached various associates on cross-selling tactics, product knowledge and platform demonstrations to uphold industry standards and increase key sales metrics by 8% province-wide. Show less

    • Experience Associate
      • Aug 2015 - Apr 2018

      ● Identify product inefficiencies and make recommendations to key decision makers to improve products that will increase customer satisfaction and reduce the number of negative calls into the call center.● Drafted marketing proposals to upper level management to place Tangerine Bank at key locations, trade shows and events for client acquisition, brand awareness and product promotion.● Developed and implemented proven sales strategies, improving cross sale ratios to 50%, increasing net deposits by 30%, and within company policies and practices.● Continually exceeded monthly individual sales targets by 120%-190% utilizing promotions and winning several awards within the company.● Assisted clients’ face-to-face identifying needs and managing financial transactions of up to $2,000,000, and managing all other customer inquiries, requests and complaints.● Consecutively won the "Percent to Plan" contest two years in a row with over 200% in sales in a single period of time. Show less

    • Social Media Marketing Intern
      • Dec 2017 - Jun 2018

      The Instrumental Society of Calgary strives to present chamber music in a way that honours the original core values of chamber music in a modern way, providing an environment that cultivates musical talent and shares it with the community. ● Designed and curate concert programs using InDesign for current & upcoming 2018/2019 season. ● Conducted an Ad Hoc study on local concert programs, magazines and brochures to find new design elements to incorporate into the new 2018/2019 program book. ● Submitted event listings to Calgary's top event calendars without spending advertising budget and increasing awareness of events through different channels. ●Curated email marketing campaigns and managed marketing calendar to be aligned with performance schedule. ●Assisted in the development of new forms, event registration, content pages and sub-community sites. ●Analyzed Facebook data and prepare monthly performance reports and recommendations for distribution to executive members. Show less

    • Canada
    • Telecommunications
    • 700 & Above Employee
    • Shift Leader
      • Mar 2012 - Nov 2015

      ● Generated profits 10% above the company's average by utilizing promotions, cold calling and generating sales leads with local small businesses. ● Handled all customer service inquires and escalations using company promoted customer retention methods to save clients from turning over.● Assessed and implemented various in-store budgeting programs to increase profitability and product maintenance.

    • Sales Associate
      • Sep 2011 - Mar 2012

      ● Consistently achieved 2011 and 2012 top 50 Employee's ranking in Canada for Rogers Communications surrounding sales, support and profitability.● Provided cost analysis and retention strategies in order to support positive customer experiences. ● Coordinated sales orders to meet strict deadlines. Ensuring high levels of efficiency and customer satisfaction, while adhering to company standards.

Education

  • Mount Royal University
    Bachelor of Business Administration - BBA, Marketing
    2012 - 2017
  • Lighthouse Labs
    Introduction to Web Development
    2015 - 2015
  • Lester B Pearson
    Diploma, General studies
    2008 - 2011

Community

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