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Leon Lee, PMP

CRM Consultant  •  Master of Marine Geology & Geophysics, Nation Taiwan University

Customer Relationship Management (CRM) PM / Consultant. 

 One of the best Project Management Information System (PMIS) consultant in Taiwan. 

Good talent on cloud based software, and extensive experience on software implement.

Career Goal -  Customer success is the first priority.

Skill


CRM - Salesforce

  • Salesforce Certified Administrator (#21172676). 
  • Salesforce Certified Advanced Administrator (#21390994)
  • Salesforce Certified Sales Cloud Consultant (#18656269). 
  • Trailblazer rank: Ranger (120 badges, 100,075 points)
  • 4 years Salesforce CRM implement experience.


Project Management

  • 10 years project management experience. 
  • 2 years project management consultant experience. 
  • Project Management Professional certification (#1929577).
  • Participate in agile development training (Scrum)


PMIS - Clarizen

  • Clarizen is 1st place SaaS Project Management Information System in the world. 
  • The best tool for team member cooperation. 
  • I'm one of the best Clarizen consultant in Taiwan.


System Analysis

  • 30+ information systems analysis experience. 
  • Good talent on playing the role to connect engineers and customers. 
  • Continuing to learn latest knowledge about information technology.


Business Analysis

  • Understanding lots of knowledge in different industries.
  • The best consultant for process improvement.
  • Digital transformation consultant.  


Work Experience

Deloitte Digital, Senior Consultant

Mar 2021 - Present
  • Project Manager 
  • Customer engagement and project management
  • Customers:
    • EVA Air: Sales Cloud & B2B Marketing (Pardot)
    • TPV: Sales Cloud (Global Rollout)
    • Abbott: Service Cloud & Marketing Cloud (Cross Region Project)
Experiences 00 00@2x

PwC Taiwan, Senior Associate

Dec 2019 - Mar 2021
  • Business analyst 
  • Improve business process and achieve the goal via the salesforce
  • Customers:
    • China Airlines - Marketing & Service Cloud 
    • Kinsus - Sales Cloud (End Customer / SATs opportunity collaboration)
    • Portwell - Sales Cloud (Multiple orgs synchronization)
Experiences 00 00@2x

Future Intelligence Technology Inc., Project Manager & Consultant 

Nov 2017 - Jul 2019

  • Mainly responsible for implement of Customer Relationship Management (CRM) - Salesforce
  • In accordance with customer existed process to suggest the best Sales / Service / Marketing solution. 
  • Integrating project management and CRM knowledge to ensure project performance and quality.
  • Customers:
    • Carrefour - Service Cloud (CTI)
    • EPISTAR - Sales Cloud (Customized quote process)
    • MiTAC - Service Cloud (Multiple channel integration)
    • CymMetrik - Sales Cloud (Opportunity management)
    • Ucare - Service Cloud (Line integration)
    • Ability International - Sales Cloud
    • Youluck - Service Cloud
    • CiPU - Service Cloud

Experiences 00 01@2x

HelpmeCloud Inc., Project Management Consultant

Apr 2016 - Oct 2017

  • Mainly responsible for implement of Project Management Information System (PMIS) - Clarizen
  • Providing the best project management solution for customers.
  • Lecturer of project management practice class in the "Industrial investment program" of the Ministry of Labor.
  • Customers:
    • Dell TDC
    • China Development Financial
    • Department of Information Technology, Taipei City Government
    • Aplex Technology

Experiences 00 02@2x

RiChi Technology Inc., Project Manager

May 2011 - Apr 2016

  • Leading the projects of government institutions and privately owned enterprises.
  • Inventing cloud base project management system on google drive by myself.
  • Customers:
    • Ministry of Economic Affairs
    • Council of Agriculture, Executive Yuan
    • Bank of Taiwan
    • Cathay Life Insurance Company

Experiences 00 03@2x

Project Experience

Salesforce Marketing & Service Cloud Implement - China Airlines

China Airlines is the largest airlines company of Taiwan. It's headquartered in Taoyuan International Airport and operates over 1,400 flights weekly to 102 cities across Asia, Europe, North America, and Oceania.

Roles & Responsibilities:

  • Business analyst
  • CRM consultant
  • Cole cloud design & configuration
  • Automation flows design & execution

Marketing journey implement is the major project goal. In order to maximize the project benefits, it's also including "Customer 360", "Performance report", and "Customer tag" in the scope. We use service cloud to be a data warehouse, to integrate data from different source in china airlines. The source data can be divided into two categories, first one is "Customer Information" that including the basic information like English/Chinese name, mobile number, email address , card number, card type, member mileage, and flown history. The second one called "Passenger Name Record (PNR)" that including all booking information like itinerary, passenger, special service request (SSR), ticket, and seat.

PNR is a transaction data not a standard structure data, I designed 30~40 flows for data normalization in the integration process. Because of the automation flow can be config in the system, we reduce about 65% development manpower in the project.   

Dell TDC Clarizen

Salesforce Sales Cloud Implement - Kinsus

Kinsus is one of integrated circuit (IC) manufacturing, the major product is ic substrates that serve as the connection between IC chip(s) and the PCB through a conductive network of traces and holes. IC substrates support critical functions including circuit support and protection, heat dissipation, and signal and power distribution.

Roles & Responsibilities:

  • Business analyst
  • CRM consultant
  • System design & configuration
  • Administrator training

Kinsus meet critical business issues,

1. There is a big gap between the forecast quantity and the actual order.

2. The requirement scattered among end customer and SATs sales.

3. Performance report is not real time and needs lots of time to  generate. 

We implement salesforce opportunity management process for them, and 

design two types of opportunity for end customer and SATs with parent-child relationship in the system. Sales can link their opportunities to each other's, and use chatter to collaboration. On the other side, we sync forecast data with opportunities and  design production management reports to resolve the gap between forecast and order.

Although this is a pilot project, and the project timeline only 8 weeks (including requirement taking), but the result bring a lot of inspiration to managers. I also get lots of knowledge of manufacturing business.

Dell TDC Clarizen

Salesforce Sales Cloud Implement - EPISTAR

EPISTAR is the largest LED manufacturer of Taiwan. The complex product lines is a big challenge to quote for their customers. There are more than 28,000 product lines in the system, and it might include more than 1,000 different spec of products in one quote. In order to preparing the quote for customer, sales need spend lots of time and still can not sure the price is correct and reasonable. 

Roles & Responsibilities:

  • Project management
  • CRM consultant
  • Business analyzing
  • Quote process design
  • System design & configuration
  • Administrator / User training

Salesforce is the first cloud base system in the EPISTAR. It is a very difficult project because of the unique business process. Base on the salesforce structure we design a highly customized quote system, including List Price, Quote Approval, Customer Price Book, and Quote functions in the system. Sales should submit a quote approval request before provide a quote to customer, and the sales manager can monitor all unit price of product. If there is abnormal discount, the system will notify the manager and reject the request.

This project provide a best single platform for sales and sales manager for communication. It reduced 70% time on the quote process, and means sales have more time for more opportunities.

Dell TDC Clarizen

Salesforce Service Cloud Implement - MiTAC

MiTAC is a global company with lots of customer service center located at different countries. In order to integrate multiple service channels, they need a cloud base single platform to ensure agents could reach the service-level agreement (SLA). Salesforce Service Cloud is the best solution for them.

Roles & Responsibilities:

  • Project management
  • CRM consultant
  • Business analyzing
  • System design & configuration
  • Administrator / User training

The project integrated 5 service channels in 1 platform (Web / Email / Live Chat / FB Message / FB Post). Agent improve work efficiency significantly that do not have to log in to different system, and manager can monitor agent performance via dashboard in real time.

Dell TDC Clarizen

Clarizen Implement - Dell TDC

Dell TDC is one of the highly customization customer of Clarizen in the world. We designed and developed lots of new modules for example, Program Change Request, Sample Allocation Tracker, and Procurement Tracker to improve Dell process. These modules provided several Dell departments and supplier to cooperation on the system.

Roles & Responsibilities:

  • Project management
  • System analyzing
  • Module development
  • User training

The project result not only improved the program process of Dell TDC, but also recognized by Dell ADC, especially the report and dashboard designing.

Dell TDC Clarizen

Clarizen Implement - China Development Financial

China Development Financial is a financial group in Taiwan, and its key subsidiaries, CDIB Capital Group, KGI Bank, and KGI Securities. There are 100+ projects controlled by PMO (Project Management Office) in the organization.

Before, the progress of projects were reported by PM, and the project detail information was opaque. After implement of clarizen, all project information are sync on the cloud service, and PMO can collect project issues and prepare for unknown risks via analyzing reports.

Roles & Responsibilities:

  • Professional project consultant
  • Project management
  • System analyzing
  • User training

The project result helped all PM and PMO to manage projects on the easy way, and increased work efficiency a lot.

CDF Clarizen

Bank of Taiwan Collateral Management Geography Information System (GIS)

Bank of Taiwan has most collateral in Taiwan, and managed by Management Information System (MIS) that not easy to collect environment information.

The system integrated geography and collateral evaluation information on the same site, and produced the evaluation report for users, it decreased a lot of time during the process.

Roles & Responsibilities:

  • Project management - cooperation with 4 engineers
  • Needs assessment
  • System analyzing
  • User training

The system is the first one collateral management geography information system in Taiwan, I also managed the other one GIS project for Cathay Life Insurance Company after this project. 

BOT GIS

Ministry of Economic Affairs Geography Information System (GIS)

In order to integrate the environment information data, Ministry of Economic Affairs (MOEA) executed this 8 years project. The system not only integrated geography data from several government departments but also interfacing with other system to provide general people the professional and numerous environment information on the one site. 

Roles & Responsibilities:

  • Project management - cooperation with 6 engineers 
  • System analyzing
  • System designing
  • Data processing 
  • General public user training

Last 3 years of the project were managed by me, the biggest revolution was to build a web site that can suit on mobile phone and personal computer by Responsive Web Design (RWD), and the project result has won award from Taiwan Geographic Information Society (TGIS).

MOEA NGIS
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