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Favourite Quotes

"I don’t believe in circumstances. The people who get on in this world are the people who get up and look for the circumstances they want, and if they can’t find them, make them." -- George Benard Shaw

Who is Vince Chan?

Vince Chan is an energetic, result-driven, and forward-thinking professional with diverse management experience in financial services, telecommunications, and information technology industries. Highlights include large team management, training delivery, client implementation projects, process improvement projects, sales performance, and software development. Demonstrates people-focused leadership with proven ability to contribute individually, drive team performance, and build strong cooperative business partner relationships

Work History

Jul 2009Apr 2011

Wireless Retention Manager

Rogers Communication Inc.

Managed and supported a team of  20 front-line Customer Service/Retention Consultants to exceed customer and stakeholder expectations. Engaged employees in call centre strategies, developed employees through regular coaching, performance reviews, growth-focus discussions and activities. Advocated the needs of customers and employees through feedback channels.

  • Clearly communicated performance targets and objectives at the individual and team levelto motivate, and build an engaged, high performing team
  • Drove new hire team success as measured by quality metrics, customer satisfaction, revenue generation, save rate, and cost management to consistently achieve site-leading team results
  • High employee engagement and satisfaction from many employee testimonials and achieved results to change management
  • Participated in corporate improvement project focus groups to develop new call flows and call handlingpractices
  • Championed and led change in a work environment that is constantly changing with different wireless promotions, customer service/marketing/retention initiatives.

Team Lead - HR & Payroll Services

Led and supported an 18-member team responsible for Benefits and Workforce Administration / Learning Management (LMS) support / Talent Management within a multi-client environment. Customers included all Employees, HR Generalists, Front-line, Middle Senior Management, and Executives within client companies like Bank of America, Fidelity Investments, Hartford Life, BASF, Visteon.

  • Led Hartford Life new client implementation with training roll-out, resource management, client and operations process reviews – resulted in fastest new HR/Payroll client project to attain “green status” in Fidelity's history
  • Recognized by Senor Vice President for identifying inefficiencies in operations; recommended and implemented solutions that cut costs and operations case management workload by 80%
  • Managed new hire training program redesign project.Authored scope document. Engaged stakeholders and kept resource review milestones on track. New training program improved new hire retention and performance metrics
  • Subject matter expert for various Six Sigma Process Improvement projects; helping the company exceed cost-cutting goals through accurate communication of current processes and challenges
  • Subject matter expert in PeopleSoft HRMS, TALEO applicant tracking systems, eWorkplace Talent Management
  • Shared best practices with colleagues in New Hampshire and North Carolina during extended international work assignment
Apr 2003Nov 2006

Team Lead - Retirement Plan Services

Supervised 20+ associates providing retirement plan services and investment options to our clients' employees such as General Motors, Ford, Pfizer, AT&T. Ensured trading and anti-money laundering compliance while meeting sales targets. Worked with business partners to communicate the Fidelity brand; coaching team members to develop a consultative, solutions-oriented approach.

  • Identified knowledge gaps and coached/developed team members to meet and exceed performance metrics
  • Communicated clear, challenging and realistic performance goals. Executed action plans to address areas of opportunity Monitored progress for possible disciplinary actions
  • Flexible team player. Conducted capacity planning, service level maintenance, staffing reports, and operational forecasting as a substitute operations analyst during staffing shortage
  • Trained 50+ new hires and investment associates in training coordinator role
  • Obtained Series 6, Series 63 NASD license to update trading compliance knowledge

Software Engineer

Embarcadero Technologies

Developed and implemented distributed software components for “Extreme” – an automated load test application with 5 components (Server, Hub, Agent, Console, RDBMS repository). Programming skills include Java, J2EE, JDBC, JMS, SQL, Multi-Threading, JNDI, Servlets, XML, JUnit, Relational Database, Enterprise Application/Web Server (JBoss+Tomcat).


Provisional Marketing Director

WFG Insurance Agency Of Canada / WFG Securities of Canada

Marketed insurance and investments products as a licensed (Life Agent – Level I, IFIC Mutual Fund License) broker. Engaged in prospecting, lead generation activities while also recruiting and coaching new business partners.

  • Analyzed and compared variety of investment strategies according to diverse investment objectives.
  • Provided consultations and assistance to clients in investment knowledge and decision making.
  • Excellent sales performance; promoted from Associate, Senior Associate to Provisional Marketing Director




University of Waterloo
  • Graduate With Distinction
  • Dean’s List in Fall 2001, Winter 2002
  • 3.4 cumulative GPA

Related Coursework:

Real-time Operating Systems, Computer Graphics, Compiler Construction, Distributed Systems, Artificial Intelligence, Digital System Design.

What University has meant to me:

I've come to believe that University is not a pre-requisite to a career that most people demand it to be. But the experience has definitely helped sharpen my critical thinking, and brought value to my social network. I enjoyed gaining real-world work experience through UW's co-operative work/study program. My proudest University achievement was excelling in one of the heaviest senior year course load -- one that most Computer Science undergraduates would not dare attempt.