Suka Sun

• Organize internal planning meetings and create delivery schedule.
• Track project progress, identify impediments and risks; coordinate with internal and external teams to create mitigation plans.
• Work closely with engineering teams, product management team, and client services team to ensure committed deliveries.
• Communicate with customers through emails and meetings on a regular basis; follow up with customers’ questions, address customers’ needs and concerns.
• Provide after-hours and weekend support to customers and handle urgent requests on a timely manner
• Handle customers’ change requests which includes coordinating with internal teams to get technical evaluations, providing estimation to client services partners, and plan delivery plan.
• Coordinate with internal finance department to track billing for change requests.
• Monitor current processes, collect feedback, and facilitate any necessary improvements.
• Facilitate engineering team events (standup, sprint planning, retrospective), encourage the team’s continuous learning, and promote the team’s continuous improvement.

• Coordinated with different teams and follow up with action items
• Communicated with customers with project progress and updates
• Generated and sent reports to customers
• Arranged meetings and took meeting minutes
• Assisted with tracking billing for customer change request
• Assisted with recruitment including scanning resumes and schedule interviews
• Organized team events, virtual and in person

Oct 2015 – May 2019: Task Management Team

• Handled multiple escalated/complicated cases on a daily basis
• Coordinated with internal departments to resolve escalations and special requests
• Well Maintained communications and relationships with providers and third-party vendors

Sept 2010 – Oct 2015: Health, Dental, Administration and Staff Plan Inquiries

• Provided high quality service to customers via telephone and email
• Handled sensitive issues to ensure customer satisfaction
• Provided detailed oral and written communication to line areas regarding inquiry resolutions