Tim Chan

Experience

• 

  McDonald's

  Oct 2003 - Jun 2007

  Manager
• 

  HSBC

  Feb 2004 - Jul 2008

  Customer Service Representative
• 

  Seoul Metropolitan Office of Education

  Aug 2008 - Aug 2009

  English Teacher
• 

  FreshBooks

  Oct 2010 - Mar 2023

  Provided program-level support to 16 functional workstream leads and their teams in developing, adapting, and executing integration plans and projects with a common goal. Led a team of 2 project managers and their portfolio of projects in a Marketing PMO. Led a team of local and overseas developers and a QA Engineer through the application of the Scrum framework to build, maintain, and improve the marketing website according to strategies and best practices. Led a specialized team of 6 customer support representatives to tackle the company's first ever price increase for its existing customer base. Managed structured process design and new technology implementation in Support, resulting in 60% team growth, scaled case increase by 66%, while consistently maintaining an average CSAT of 95%

  • Project Manager (Post Merger Integration)

    Apr 2022 - Mar 2023

  • Lead Project Manager

    Aug 2021 - Apr 2022

  • Digital Project Manager / Scrum Master

    Jan 2019 - Apr 2022

  • Project Manager, Operations

    Jan 2018 - Dec 2018

  • Manager of Customer Support

    Nov 2015 - Dec 2017

  • Support Team Lead

    Nov 2012 - Nov 2015

  • Support Training Specialist

    Apr 2011 - Nov 2012

  • Support Specialist

    Oct 2010 - Apr 2011
• 

  Questrade Financial Group

  Jun 2023 - Nov 2023

  Senior Project Manager
• 

  Steamclock Software

  Jan 2024 - now

  Producer