Charing Lai

Background

About Charing Lai

Operations keeps the lights on, strategy provides a light at the end of the tunnel, but project management is the train engine that moves the organization forward.” - Joy Gumz, Director of Project Auditors, LLC. Your business and project goals are my shared priorities. I’m dedicated to partnering with you, embracing challenges, and ensuring smooth progress. With 17 years of experience in Implementation, Project, and Operations Management within the human resources consulting industry, I thrive on continuously learning new knowledge, systems, and processes—becoming the trusted ‘go-to’ person to solve problems and coach teams to perform at their best. Some of my key accomplishments and experience: • Managed a three-year, complex pension administration transformation project, overseeing the conversion of more than 200 pension plans from five legacy systems to a unified platform across seven locations. Successfully passed a project management audit by Deloitte Canada, earning commendations for outstanding execution and exceptional project documentation quality. • Spearheaded the redesign of the contact centre employee training program and knowledge base systems, leveraging limited resources to create innovative solutions that enhanced cross-team collaboration, streamlined information retrieval, and ensured a consistent customer experience. This initiative resulted in a 50% reduction in call handling time, improving operational efficiency. • Expanded the service offerings of a contact centre to foster business synergy between two departments, driving a 60% increase in profitability. Additionally, implemented upskilling initiatives to optimize employee performance and achieve service excellence. Creating order | Building cohesive teams | Navigating ambiguity | Strategic mindset | Seeing the big picture | Connecting the dots | Devising effective solutions to cut through complexity and drive success | Resourceful and adaptive I am currently exploring new career opportunities and would be happy to connect if you see a potential fit within your team and organization. I am eager to learn new areas, acquire relevant certifications, and contribute to your team's success.