Brice Wu

Lead large, multi-disciplinary teams of with cross organizational responsibility for: Product / Technology Management \* Product facing internal systems infrastructure development for 1,100+ global users \* Developed systems architecture spanning 5 core systems and 2 user facing portals to streamline internal operations and metrics reporting capabilities. \* Migrated 700+ users to new ticketing systems in under 6 weeks, including resolution of 160+ bugs and the development of 7 critical feature requests. \* Launched a project coordination / tracker for 500+ users, giving management visibility into project related data across the organization for the first time. \* Launched an internal CRM to 1,100+ users enabling cross organizational understanding of our customer support models Data Analysis and Architecture \* Directly responsible for initial creation of team, including staffing of 6 team members \* Developed the architecture for a canonical data source that integrates 15+ sources \* Reduced spending on vendors by a projected $5M+ through the creation of the “Pay Per Unit” pricing model that drove a la carte pricing for vendor operations. Vendor / Process Development \* Oversaw creation of an India based vendor team, including contract negotiation and pricing. 300+ vendors on boarded within 18 months across 5 distinct workflows that encompassed 10,000+ tickets per month, offsetting 86% of onshore ticket workflow. \* Transferred work from a US based vendor to Latin America, resulting in $1.2M in annual savings without loss of Customer Satisfaction or ticket Turn Around Time. \* Oversaw team of 13 FTE’s and 150 Vendors based in Manila that transferred an additional 39% of work (from 55% to 92%) offshore with 90+% CSAT