Vince Chan

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.

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

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

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).

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

• RedKnee Inc., Mississauga, ON, SMS Software Developer
• PixStream / Cisco Systems, Waterloo , ON, Software Unit Test Engineer
• Clarica / Sun Life, Waterloo, ON, Information Technology Professional

• 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.