Summary
Overview
Work History
Education
Interests And Certifications
Timeline
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Yit Lam

Toronto,Canada

Summary

Experienced in implementation, onboarding, and customer success roles. Took on the responsibility of being the First Customer Success Manager, showcasing ability to navigate and excel in dynamic environments. Has showcased initiative by taking on additional projects and honed ability to seek out bigger picture thinking from management. Currently seeking to advance career in areas of project management, data analysis, and communication with management with the goal of being an senior Implementation Consultant.

Overview

13
13
years of professional experience

Work History

Project Analyst

People Corporation
03.2023 - 11.2024
  • Company Overview: https://www.peoplecorporation.com
  • Hit targeted annualized savings of 60k + for Networked Printers across the organization
  • Collaborated with various stakeholders (IT, Printer Companies, Facilities, PM's, Management) to ensure smooth delivery and installation of networked printers across multiple offices
  • Strengthened communication skills through upper level management updates virtually, email, linked tracking and reporting sheets, pivot tables, slide decks, and various report styles
  • Advanced analytical skills through identifying current state, usage, costs versus future state
  • Worked closely with IT and Xerox to ensure printers were installed to the network and had correct configurations and settings for each upgrade
  • Created process guidelines to each onsite contact, and continually updated guidelines based upon fixes and findings from each installation and was an agent for change management

Benefit Implementation Specialist

People Corporation
11.2022 - 11.2024
  • Company Overview: https://www.peoplecorporation.com
  • Developed best practices for carrying out data mapping from source to target system
  • Performed source and target system data analysis in order to manage source to target data mapping
  • Gathered business confirmations for each launch on target data definitions and grouping
  • Attached metadata to data to aid in definitions, grouping and reporting by analyzing their content and by working with business subject matter experts
  • Set up repository of key documents from legacy database to a SharePoint repository for all stakeholders along with maintained project schedule
  • Developed advanced data analysis skills with excel and proficiency with SQL statements

Implementation Consultant

Gatekeeper
03.2022 - 10.2022
  • Company Overview: https://www.gatekeeperhq.com
  • Managed project schedules ranging from 8 to 14+ week implementation timelines with various stakeholders driving agreed upon milestones and return on investment kpi's
  • Analyzed, documented and extracted client business processes into Gatekeeper system workflows and logical diagrams using LucidCharts
  • Enhanced existing data migration practices with previous work experience in relation data imports
  • Developed excellent client relationships and generated client referrals and established product champions from implementation
  • Managed stakeholder expectations with gap analysis with implementation project plans which included detailed instructions, actions and minuted meeting notes

Implementation Specialist

Givex
11.2018 - 03.2022
  • Company Overview: www.givex.com
  • Lead sessions to collect data, documents and other information and created specifications, documentation and project plans to deliver enterprise implementations on a variety of Givex products
  • Drove growth of accounts through integrations and additional product offerings
  • Gathered business requirements, and drafted Statements of Work based on client program change requests and system customization requests
  • Proficient in working with integrations, API's and drafting workflows
  • Managed the project schedule and managed project teams to keep projects on target

Customer Success Manager (First)

Hockeystick.co
03.2016 - 05.2018
  • Company Overview: www.hockeystick.co
  • Created first onboarding and implementation experience and continually reworked and optimized experience for different verticals and strategic clients
  • Developed onboarding project plans, delivered detailed progress updates, milestone analysis, post implementation summaries and follow up reports
  • Developed and championed processes and tools to keep track of account health, customer happiness and feature requests
  • Partnered with Sales and Marketing to collaborate on flow of customer information with integration of CRM tools, communication channels and onboarding playbooks

Sr. Client Services/Success Consultant

Firmex
07.2011 - 03.2016
  • Company Overview: www.firmex.com
  • Attained top rated trainer for new clients for high pressure, time sensitive and confidential financial transactions
  • Expanded accounts by 300% by driving new product releases and enabling champions
  • Provided 24/7 support on time sensitive financial m&a SaaS applications

Education

BCOMM - IT Management

Toronto Metropolitan University
Toronto, ON

Interests And Certifications

  • Work Abroad experience in Vietnam and Taiwan
  • CKLN Radio personality for Ryerson's radio show named Techtoniks
  • SCRUM equivalence certification, edX, 2024,
  • Agile Project Management, FutureLearn, 2024,
  • Business Analysis certification, Coursea - Starweaver, 2024

Timeline

Project Analyst

People Corporation
03.2023 - 11.2024

Benefit Implementation Specialist

People Corporation
11.2022 - 11.2024

Implementation Consultant

Gatekeeper
03.2022 - 10.2022

Implementation Specialist

Givex
11.2018 - 03.2022

Customer Success Manager (First)

Hockeystick.co
03.2016 - 05.2018

Sr. Client Services/Success Consultant

Firmex
07.2011 - 03.2016

BCOMM - IT Management

Toronto Metropolitan University

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Yit Lam