Christina Te Tai
Sr Leader of Software Development
Honolulu,HI
Summary
A proven, transformative, trustworthy, and innovative SaaS leader with a track record of exceeding company goals through consistent, organized, and collaborative work practices. Extensive experience in large-scale business transformation and change management, using independent decision-making skills and sound judgment based on tangible data, in order to positively impact the success of an organization.
Overview
31
31
years of professional experience
Work History
Senior Director
SAP Concur
10.2021 - 05.2024
- In charge of post implementation SMB Expertise & Care department that supports more than 8000 customers
- Designed a service product for the world's leading brand for integration Travel, expense and invoice management that’s generated $30 million since its launch in 2022
- Initiated a new escalation program governance, which resulted in a 40% reduction in the number of internal escalated tickets.
- Established departmental performance goals to create high performing teams
- Created agile working environment, enabling rapid response to changing business needs without sacrificing quality or performance standards
- Drafted and distributed reports to assist VPs & Global Managers with critical business decisions
- Fostered work culture of collaboration and inclusion to increase morale.
- Drove revenue growth through successful market expansion strategies, identifying untapped markets and capitalizing on emerging trends.
- Optimized operational processes using analytical tools to address client-specific metrics.
- Established data-driven decision-making processes and implement best practices in analytics to optimize performance across the organization.
- Evaluated company documentation to verify alignment with regulatory requirements
Director
SAP Concur
03.2019 - 09.2021
- Oversaw a global team of 100+ leaders & individual contributors creating future leaders and strong senior leadership
- Reconstructed ways the team measures success and established tangible metrics for clearer visibility and accountability
- Created clear vision and focused areas for SMB Expertise & Care and Expense Solutions teams
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives
- Maintained 90% or above customer satisfaction rate (avg 45k cases closed/year) supporting more than 6000 customers
- Worked cross-functionally with organizational leaders (Service Delivery, Client Support, Enterprise, Sales) to guide operational strategies
- Implemented innovative solutions to solve complex problems, resulting in increased productivity and streamlined operations
- Improved project efficiency with strategic planning, resource allocation, and time management practices
- Established a culture of continuous improvement by fostering open communication channels and empowering all employees to voice their ideas
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations
- Spearheaded innovative approaches to create a psychological safe environment
Senior Manager, Implementation Services
SAP Concur
10.2015 - 2 2019
- Pioneered new organizational structure of supervisor led teams in Service Delivery
- Hired top talent of supervisors + Individual contributors by creating a new training curriculum that reduced training time in half without compromising quality
- Led three high performing teams who consistently exceeded all metrics (Customer Satisfaction, Productivity, Efficiency)
- Balanced competing priorities efficiently while maintaining focus on critical tasks requiring immediate attention
- Successfully implemented a simple form analysis to improve forecasting accuracy enhancing all of SMB (Small-Mid business unit) Service Delivery team performance resulting to a 100%+ forecast adherence YoY Note: its proven effectiveness was then adopted by the ENT Service Delivery teams
Manager, Implementation Services
SAP Concur
01.2015 - 09.2015
- Led 8 Implementation Project Managers supporting clients of Concur product suite installed on enhanced (customized) platform
- Effectively empower team members to deliver results while under pressure
- Hire, develop future leaders (IPM, Sr IPM, Lead IPM)
- Created a new role with a specific function to solve the lack of continuity in process between various segments, product editions and platforms (Standard, Enhanced Small-Medium, Large Markets & Enterprise) Americas, EMEA
- Worked cross functionally with various departments, regions & segments to streamline best practices (SMB (US, CA), Japan, EMEA
- Provide guidance to team members on escalations resulting to buy-ins from clients and internal departments
- Led efforts of building a new training curriculum for new Implementation Project Managers reducing productivity time by 7 days
Manager, Implementation Services-Enhanced Platform
Concur Technologies
10.2013 - 12.2014
- Managed a mixed team (10) of expense & travel Implementation Project managers
- Pioneered new processes (Test, Validate, Decide on best course of action) KONA project
- Developed individuals to become leaders (Sr IPM and Lead IPM)
- Maintained excellent team key performance indicators QoQ (Efficiency, Client Satisfaction metrics)
- Strategized with Sales team to reach best solution for clients
- Make logical conclusions based on facts when dealt with escalations internally and externally
- Trained direct reports to be versatile and to have full knowledge of surrounding roles from various departments
Manager, Implementation Services-Standard Platform
Concur Technologies
10.2012 - 09.2013
- Manage a team of 10 Implementation Project Managers
- Developed individuals to become leaders (Sr IPM and Lead IPM)
- Manage cross-functional teams and multi-disciplinary projects
- Result oriented: Ability to achieve the target within given time
- Worked closely with R&D on issues from the field
- Collaborate with Sr & Lead IPMs to generate solutions to complex issues
Lead Implementation Project Manager-Enhanced
Concur Technologies
01.2010 - 09.2012
- Responsible for content, materials and moderating Sr Implementation Project Managers (IPM) & combined IPM team (26+ attendees) meetings
- Analyze different ideas from team members and determine best decision
- Worked closely with developers to build out new features of Concur Travel & Expense software based on early adopt customers - (including not limited to, HCP compliance & Employee reimbursement (two of the vital features in core Concur Expense
- Sustain knowledge of new product features that impact different client types (Conversions, (Small-Medium) SMB, Large, National or Enterprise)
- Real-time consultation & configuration with customers at Concur events (Fusion, Summits)
- Created first Wiki page for Major National Professional team supporting Enhanced (customized) platform utilized by 300+ internal users
- Documented specialized data and requirements to address business demands
- Responsible for anticipating design changes that have potential adverse effects to implementation methodologies
- Mentor, train new and seasoned colleagues
- Enhanced team performance by providing regular feedback, coaching, and mentoring to team members
- Established and enforced project timelines and deadlines
Sr Implementation Project Manager
Concur Technologies
02.2008 - 12.2009
- Examined work-load for each IPM and assign clients accordingly
- Heavily involved with improving internal processes of a new team
- Pioneered a new position of Implementation Project Manager (IPM), which is a combination of roles (Project Manager, Functional Consultant, and Technical Consultant)
- Handled escalated, complex projects, requiring additional speed to resolution, special customer engagement and project management
- Worked closely with developers to help build new features (Expense Pay, Attendee functionalities)
- Led project design and analyzed client business requirements influencing a few changes to customer internal policies
- Consult by providing guidance and best practices to clients
- Created training material for internal consultants from scratch
Sr Functional Consultant/Technical Consultant
Concur Technologies
02.2005 - 01.2008
- Design client application based on business requirements
- Involved in trial releases (early adopter programs) while documenting and teaching internal team members end results
- Completed technical deliverables including sFTP and site set ups
- Trained customer's IT leaders on maintaining file transfers and technical issues
- Troubleshoot issues reported to assist developers with fixes
- Provide interim solutions to unresolved issues via ticketing system, phone, email
- Wrote scripts to update SQL DB to update client's database info and run queries for troubleshooting when necessary
Senior Technical Support Analyst
Physician Micro Systems, Inc.
04.2003 - 02.2005
- Senior support for Practice Partner, a software application used for medical patient records, billing, and appointment scheduling
- Clients include hospitals and medical clinics throughout America and Canada
- Responsible for escalated calls from Level 1 and Level 2 technical support
- Convert data from legacy software to new structures
- Last line of technical support for long term unresolved issues
- Work with IT personnel to implement the software based on the client’s environment
- Work to maximize the software’s performance through network configuration
- Consulted clients on establishing habits to properly maintain database to prevent data corruption
- Coached clients on one-time or continuous configuration of importing data from other applications such as XML, ASCII, Tab delimited
- Systems used: VPN connections (Cisco, Sonicwall), Terminal Services/Citrix servers, Windows NT/2000/2003 servers, FTP, Faircom drivers, Oracle/SQL, and PCAnywhere
Technical Support Analyst
FASTNET Corporation
03.2002 - 03.2003
- Support webhosting, uploading and downloading files to appropriate directories via FTP/FrontPage/Dreamweaver
- Support ISDN, Dial Up, DSL
- Developed strong relationships with customers through consistent follow-up on open tickets and proactive communication around known issues or outages
- Acted as a liaison between clients and development teams, providing valuable user feedback for future product enhancements
- Analyzed issues to identify troubleshooting methods needed for quick remediation
Senior Technical Support Analyst
Day One, Inc.
08.1998 - 10.2001
- Senior support specialist in a 24/7 technical support call servicing over 5,000 end users
- Resolved highest level of escalated problems
- Assisted programmers with software development from conception through testing, revising and product release
- Performed program installation on network systems (Windows 2000, NT, Novell)
- Provided technical training for new and existing technicians
Lead Technical Support
Day-Timer Concepts
08.1993 - 07.1998
- Assisted clients & internal colleagues with resolving program, mainframe via telephone, fax, and e-mail
- Resolved various problems in Windows and MAC environment
- Performed program installation on network systems (Windows 2k, NT v4.x servers, Novell 3.x)
- Worked with individual team members to implement technical solutions
Education
Certificate in Administering MS Windows NT 4.0 -
Productivity Point
Allentown, PA 12.1997 - 1 1998
Coursework in Computer Information Systems -
Hawaii Pacific University
Honolulu, HICertificate in Intranetware 4.11 Administration -
ICSI
Allentown, PA 12.1997 - 1 1998
Skills
Hiring and Retention
Strategies and goals
Key Performance Indicators
Employee Coaching and Mentoring
Stakeholder Relations
Culture Transformation
Revenue Forecasting
Customer Service
Creativity and Innovation
Professional Demeanor
Relationship Building
Business Analysis and Reporting
Problem-solving abilities
Active Listening
Continuous Improvement
Timeline
Senior Director
SAP Concur
10.2021 - 05.2024
Director
SAP Concur
03.2019 - 09.2021
Senior Manager, Implementation Services
SAP Concur
10.2015 - 2 2019
Manager, Implementation Services
SAP Concur
01.2015 - 09.2015
Manager, Implementation Services-Enhanced Platform
Concur Technologies
10.2013 - 12.2014
Manager, Implementation Services-Standard Platform
Concur Technologies
10.2012 - 09.2013
Lead Implementation Project Manager-Enhanced
Concur Technologies
01.2010 - 09.2012
Sr Implementation Project Manager
Concur Technologies
02.2008 - 12.2009
Sr Functional Consultant/Technical Consultant
Concur Technologies
02.2005 - 01.2008
Senior Technical Support Analyst
Physician Micro Systems, Inc.
04.2003 - 02.2005
Technical Support Analyst
FASTNET Corporation
03.2002 - 03.2003
Senior Technical Support Analyst
Day One, Inc.
08.1998 - 10.2001
Certificate in Administering MS Windows NT 4.0 -
Productivity Point
12.1997 - 1 1998
Certificate in Intranetware 4.11 Administration -
ICSI
12.1997 - 1 1998
Lead Technical Support
Day-Timer Concepts
08.1993 - 07.1998
Coursework in Computer Information Systems -
Hawaii Pacific University