DARWIN CHING

Performance and Process Optimization: Utilized Power BI and Excel for data analysis, leading to a 20% improvement in team efficiency as well as similar reduction in ticket resolution time. Conducted presentations using PowerPoint to share insights and strategies, driving continuous improvement.

People Management: Managed multiple M2 and one M3 managers, overseeing a team of 100+ customer support engineers. Fostered a culture of development, resulting in increases in employee positive feedback and assisted direct manager on an extensive off-site event for over 600+ peoples.

Stakeholder Collaboration: Worked extensively with stakeholders using SharePoint/PowerPoint for seamless data sharing and presentations. Enhanced cross-functional collaboration by 20%, ensuring cohesive support for data center operations.

Strategic Planning and Crisis Management: Contributed to strategic planning with data-driven decision-making, supporting a positive growth in service capabilities. Led crisis management efforts, reducing downtime during critical events.

Works on improving key metrics of customer success, specifically NPS on the customer marketing team for client: Avalara

Primary Duties included:

• Primary project manager with senior directors on tracking deliverables related to impacting annual objective key results for 2022/2023 specific to customer experience and success.
• Utilized Azure DevOps to streamline the tracking of project deliverables and monitor progress toward annual objectives, enhancing transparency and accountability.
• Manages and works through cross-functional coordination with external vendors on EMEA branch of Avalara for conducting customer surveys and collecting feedback.
• Assists NPS Director on presentations to the executive staff on monthly reports regarding heuristics and metrics related to customer success.
• Analyze and advise staff on next steps for iterating on customer experience, main writer for RFP on contact other vendors for internal CX assessment

Worked on key Destiny 2 franchise in-game marketing upsells that helped increase revenue. Managed and coordinated with multiple teams on various projects and initiatives regarding internal Publishing goals including projects for B2C, B2B, and other enterprise facets.

Primary Duties included:

• Worked with senior product manager on upsell creative briefs, aligned with UX/Visual Design Team, and worked on hypothesis testing for future in-game upsells & monetization strategies for B2C. Wrote user stories and utilized JIRA for both QA as well as feature implementation and project management as well as backlog management.
• Project lead for 3rd party partnership B2C for both physical and non-physical consumer products, coordinated and wrote up user stories for in-game partnership ideation of certain features.
• Lead and coordinated QA/Test Team to work with 3rd party Game Analyst service to analyze recent expansion of Beyond Light as well as The Witch Queen expansions, aligned with major senior leadership group for both flagship products.
• Managed internal documentation on Confluence (Atlassian Suite) for in-game upsells as well as presentations involving major features in Beyond Light/The Witch Queen (e.g. Stasis) for internal stakeholders within the Publishing internal group

Drove and managed apprenticeship programs that aim to increase diversity & inclusion at Microsoft for all types of careers coming in from non-traditional backgrounds. P

Primary Duties include:

• Coordinated with senior managers, directors, and business partners to secure sponsorship, manage operations, develop business materials and processes to ensure both a efficient and successful program experience for both apprentices and sponsors; new features and processes increased NPS (Net Promoter Score) of the program by 36%
• Implemented Agile project management methodologies using Azure DevOps, enhancing the development and deployment of features for the apprenticeship program. Monitored program performance metrics using Azure DevOps reporting tools, facilitating data-driven decision-making for program enhancements.
• Managed projects and features for the team, including feature projects developed by our MSFT Nairobi Dev Team, such as our candidate application platform, database, and sponsorship sharepoint site. Also utilized extensively the Microsoft 362 Suite Apps as well as Linkedin Learning on all aspects of the role from start to finish.
• Used excel to create budget balance, organization of charters and apprentice database, generated reports using excel and associated tools, as well as utilizing it to do vlookups and comparisons/filters for data table improvements.
• Lead development team to develop new features for sponsorship stakeholders on our sponsorship sharepoint, increasing site usage as well as increasing efficiency by 53% for both internal and external teams